Data Center Operations/Service Desk Technician II - Contra Costa County Health Services - Concord, CA
(2025-04 - 2025-11)
- Use AD (Active Directory) to assist callers with login or resource access issues
- Use MECM GUI to deploy software to a single/multiple devices at once
- Assist callers via phone, email, chat or remote connection using MECM device connection
- Instruct users how to use the Software Center and other
- Support mainly Windows systems
- Setting up, monitoring, and operating various data processing devices including printers, tape and disk drives, tape cleaners, personal computers, network computers, computer consoles, and terminals
- Running programs in accordance with established Production logs, schedules, or written requests
- Documenting all jobs completed and ensuring accuracy and quality of completed jobs
- Reviewing console logs for errors and taking corrective actions
- Loading forms and paper stock into printers to ensure accurate printing
- Conducting system and database back-ups on a routine basis, filing backup tapes, and maintaining the tape library
- During an outage, use my MIM (Major Incident Management) training to attack the issue head-on and bring the resources necessary for a prompt resolution, minimizing revenue loss to a minimum
- Ability to resolve or escalate job failures internally or externally via verbal or written procedure
- Troubleshooting various computer operations problems and responding to questions and inquiries from system users
- Providing support to computer programming staff, running and printing programmers' test jobs
Senior Technician - Aerojet Rocketdyne Aerospace via Infosys - NATION WIDE/REMOTE
(2022-03 - 2024-11)
40-hour work week
- Assist customers over the phone using AWS IVR software; via chat using Cisco Jabber, Teams chat, Snow chat, or via email with their technical issues
- Call tracking using ServiceNow meeting SLAs (Service Level Agreement)
- Configure new devices to match old devices (profile migration)
- Manually setting up Edge with information from old device
- Use SolarWinds to check enterprise-wide resources' availability and functionality
- Decide if an MIM is in progress and act on the predetermined plan of action
- management of MIMs while it is in progress
- Software/Driver/Plugin installations remote
- Use AD or Microsoft Entra ID (Azure AD) to grant/remove access rights to different network resources
- Aided users with no technical abilities
- Constantly multi-tasking
- Constantly meeting deadlines
- Work in a remote environment maintaining constant communication with my team via MS Teams and/or Cisco Jabber
- Updated Documentation for the Knowledge Base, or KBs
- Accurately document problem and resolution using Service Now call tracking system
- Support Setup, connectivity and password issues with AD, Microsoft Entra ID (Azure AD), for Office 365 (Outlook, OneDrive, OneNote, Teams, Word, Excel, etc. …), Windows 10, SSO, MFA, DUO token CISCO AnyConnect, Global Protect, VPN security system, BitLocker, as well as many proprietary applications
- Remote connection using a proprietary remote connectivity tool
- Support laptops and peripherals
- Answer "HOW TO" questions in a variety of proprietary and commercials applications
PC Technician (Reservist) - FEMA (Federal Government) - NATION WIDE
(2020-08 - 2022-03)
40-hour work week
- Imaged hand-held/PC/Mac computers to be distributed to volunteers and reservists at the disaster zone
- Aided users with no technical abilities
- Aided disaster survivors with their FEMA relief claims
- Image, configure, install and setup tablets, iPhones, and laptop computers for new or existing employees according to requested configuration
- Efficiently manage multiple priorities and constantly meeting deadlines
- Constantly multi-tasking
- Aid customers over the phone, chat, email, and remote computer access with their technical issues
- Migrated thousands of mobile devices to Intune from MobileIron
- Apply an RFID tag to all new hardware
- Use RFID reader, constantly, to update inventory of electronic hardware
- Set up a complete network system on a disaster zone
- Work in a team environment
- Escalate when necessary
- Accurately document problem and resolution using Remedy tracking system
- Support Setup, connectivity and password issues with AD for Office 365 (Outlook, OneDrive, OneNote, Teams, Word, Excel, etc., …), Windows 10, Single sign on with PIV card, and many proprietary applications
- Remote support using Citrix and Skype for Business, Bomgar
- Programmed hundreds of cell phones with Intune
- Support laptops, tablets, cell phones, and other devices
- Answer "HOW TO" questions in a variety of proprietary and commercials applications
Desktop Support Technician - Kaiser Permanente - Pleasanton, CA
(2019-08 - 2020-02)
40-hour work week
- Win 10 / MS Office 365 upgrade project
- Service and maintenance of the POS environment in Pharmacy, check-in stations throughout the medical center
- Coordinate with vendor the delivery of new equipment and the pickup of old equipment
- Active Directory management
- Received requests and scheduled appointments for all employees
- Image new computers using AppOS which uses Ghost
- Add software according to specific need/request
- Support of barcode readers/scanners used throughout the hospital and medical offices
- Transfer data from old device to new device (Profile Migration)
- Configure Edge with settings from old device
- Maintain and update Clinical Carts in the hospital and workstation in nursing stations and examination rooms
- Manually map network drives
- Apply an RFID tag to all new hardware
- Use RFID reader, constantly, to update inventory of electronic hardware
- Connect new computers to the network using DHCP
- Connect new printers to the network using TCP/IP or static IP addresses
- Use Microsoft Endpoint Configuration Manager (MECM) to deploy and update managed computers. Also, to obtain PC information to figure out the lease extension date for prompt return to vendor
- Configure new pc: outlook, configure MS Teams, One Drive, One Note, connect to VPN, connect to Cisco AnyConnect and PingID, setup Citrix, change system defaults, correct time zone and time, setup network drives, configure IE and Chrome for pop-up blocker, export/import bookmarks, virus detector, etc. …)
- Create, Update, manage, and close tickets in ServiceNow
- Troubleshoot network connectivity and other setup issues
- Update inventory and inventory reports
- Set up and install other resources as needed
Desktop Support Technician - GSA General Services Administration - San Francisco, CA
(2018-05 - 2018-07)
40-hour work week
- Lead for deployment project, for computer upgrade (One-person team)
- Received requests and scheduled appointments for all employees
- Add software according to specific need/request
- Transfer data to new laptop
- Connect new computers to the network using DHCP
- Connect new printers to the network using TCP/IP and static IP addresses
- Configure new pc: email, configure cisco Jabber (VoIP), connect to VPN, connect to Cisco AnyConnect, setup Citrix, change system defaults, correct time zone and time, setup network drives, setup printers, configure IE and Chrome for pop-up blocker, export/import bookmarks, virus detector, etc. …)
- Update, manage, and close tickets in ServiceNow
- Erase hard drives using Disk Killer
- Troubleshoot network connectivity and other setup issues
- Update inventory
Data Steward - Bank of the West - San Ramon, CA
(2017-09 - 2017-12)
40-hour work week
- Oversaw the continuous compliance of the assigned business unit policies, procedures and practices align with Bank of the West 1st or 2nd line of defense Operation Risks and Compliance requirements
- Used tools such as SharePoint, Capital Stream data base, Dun and Bradstreet data base, NAICS data base, and others
- Acted as a resource for Level 1 questions and issues from the branch network arising from procedures and customer requirements related to the bank's Know Your Customer program and policies
- Partnered with the assigned Business Group affected by changing laws, regulations, or policies to ensure that proper changes are implemented
- Supported the assigned Business Group to respond to Regulatory / Audit inquiries and aid with evidence gathering as asked
- Found and reported/escalated alerts on issues related to "Know Your Customer" Compliance
- Implemented established procedures/policies and ensures Business Unit compliance with 1st Line of Defense and BNPP requirements
- Maintained current knowledge of related banking activities, operational risk management and regulatory compliance requirements for financial institutions
- Developed and supported department policies and procedures in support of the Bank's Integrated Operational Risk Framework and/or industry's best practices
- Processed the setting
