Help Desk Analyst - WAMS, Inc - Brea, CA
(2018-04 - 2022-07)
- Respond to support calls and tickets and troubleshoot hardware and software issues
- Troubleshoot cloud-based systems within VMWare, Hyper-V and Citrix hosted environments
- Administer Active Directory servers, creating and modifying users, groups, and policies
- Administration of Office365, Exchange, Mimecast, SonicWall, and Cisco Meraki
- Remote monitoring with Continuum RMM, SolarWinds MSP, and ConnectWise RMM
- Ticketing and time management performed with ConnectWise Manage CRM
Cloud Migration Engineer - James Publishing - Costa Mesa, CA
(2018-01 - 2018-03)
An integral part of the Cloud Migration team, I was involved in all aspects of migrating clients from local networks to domains hosted in Amazon WorkSpaces
- Analyzed local workstations, servers, network devices, printers, and software, and developed strategies to migrate practice management software suites and user data to the cloud
- Deployed printers and shared drives via Group Policy
- Performed troubleshooting of software and peripherals in the AWS cloud
- Created and maintained documentation for the Cloud Migration team's Standard Operating Procedures and Best Practices
IT Support Specialist - SACA Technologies - Anaheim Hills, CA
(2017-04 - 2018-01)
- Worked with business clients to diagnose and troubleshoot software, hardware, and networking issues on workstations and remote desktop sessions hosted in VMware or Hyper-V
- Created and modified domain users and Exchange email accounts
- Provided support and administration of several business-class software suites
- Used the vSphere Client and System Center VMM to troubleshoot servers via console
Senior Technical Representative - Cloudnine Realtime - San Diego, CA
(2014-06 - 2016-09)
- Worked with business clients to resolve software, hardware, and networking issues on cloud servers hosted in VMware via Microsoft Remote Desktop
- Created and modified users, organizational units, and security groups within Active Directory
- Configured network shares and filesystem permissions
- Supported several business-class software suites, often working directly with software developers to perform advanced troubleshooting and configuration
- Assisted, educated, and trained Tier I technicians
Technical Support Representative - Telenetwork - San Marcos, TX
(2011-08 - 2014-05)
- Original scope was diagnostics and troubleshooting of internet connections
- I was then promoted to premium support, which involved helping businesses and residential users resolve technical issues with computers, peripherals, gaming systems, smartphones, tablets, and network devices
- I also became a Tech Assistant, a role in which I approved escalations and provided guidance to newer Level 1 agents
Field Systems Engineer - IntelliTechs - Tampa, FL
(2010-06 - 2011-07)
- Performed on-site diagnostics, troubleshooting, repairs, upgrades, and consultations
- Repaired servers and workstations at business locations, including diagnostics and troubleshooting of networks, remote desktop services, and RAID storage systems
- Also worked frequently with Radiant Systems servicing Point of Sale terminals
