Your Trusted IT Engineer for Seamless MSP Support

Technical Skills

• Operating Systems: Microsoft Windows 10 & 11, Windows Server 2016, Mac OS X (10.4-10.7) ;
• Productivity & Administration: Microsoft 365 Administration (Word, Excel, OneNote, PowerPoint, SharePoint)
• Technical Support: PC and Mac software troubleshooting and resolution
• Networking: LAN and wireless network troubleshooting, connectivity issue resolution
• System Deployment: Desktop/laptop setup, imaging, and re-imaging
• User Management: Active Directory configuration and management
• Security & Email Protection: SPAM email analysis, Mimecast administration
• Ticketing & RMM Tools: ServiceNow, ConnectWise, LabTech, Kaseya, Zoho Assist
• Remote Support & Collaboration: Webex for remote assistance and meetings
• Hardware & System Support: Installation, troubleshooting, and technical problem resolution for desktops, laptops, and peripheral devices

PROFESSIONAL EXPERIENCE

MSP (2020-Present)
Level 2 Remote Technician

Responsibilities and Accomplishments:

• Managed and responded to support tickets, ensuring timely issue resolution.
• Provided on-site support, including equipment drop-off, pickup, and installations.
• Procured and purchased new equipment for clients based on technical requirements.
• Diagnosed and troubleshot issues for both PC and Mac systems.
• Created and maintained spreadsheets for tracking inventory and technical data.
• Trained and onboarded new employees on internal systems and processes.
• Assembled and configured computers for end-users and business environments.
• Performed hardware testing, installations, and troubleshooting for various devices.
• Monitored backups and system hardware to ensure optimal performance.
• Administered Microsoft 365 accounts, including user management and security settings.
• Installed and configured new equipment, including workstations and peripherals.
• Maintained corporate systems and ensured seamless operation of IT infrastructure.
• Set up and managed email accounts for users, including security configurations.
• Handled incoming technical support calls, qualifying and resolving issues.
• Provided remote technical support for troubleshooting and system maintenance.
• Installed and connected printers, ensuring network and driver compatibility.
• Assisted clients by answering IT-related questions and resolving concerns.
• Conducted cybersecurity threat research and implemented security best practices.
• Analyzed malware email threats to identify and mitigate potential risks.
• Created technical documentation for internal processes and troubleshooting guides.
• Demonstrated strong expertise in Microsoft products, including Windows OS and Office Suite.
• Applied advanced troubleshooting skills to resolve endpoint security, printer, and mobile device issues.

Health Company (2021-2023)
Remote IT Support Specialist

• Responsibilities include, but not limited to, working alongside the IT Manager to assist client IT needs.
• Responsibilities and Accomplishments
• Configuring and setting up new PCs for users
• Helping staff with Webex accounts and VoIP phones
• Taking calls and emails from users to help them with various issues
• Connect to various remote devices to troubleshoot and assist staff with their technical needs
• Microsoft Exchange admin duties, such as creating new contacts, distribution list, and public folders for staff
• Spam analysis on the Barracuda web device
• Configuring staff member profiles on desktop
• Installing various programs for remote staff like Citrix
• Working alongside management to coordinate tasks that need to be handled in the office
• Connecting network printers
• Updating old drivers
• Troubleshooting VoIP Phones
• Troubleshooting issues with remote staff working both in office and at home
• Troubleshooting Outlook
• Answering client’s questions
• Malware email threat analysis
• Creating technical documentation

Los Angeles County Voter Project (2020-2020)
FST (Field Service Technician)

• Responsibilities included, but not limited to, working alongside the pole workers to help keep the voting center working properly.
• Responsibilities and Accomplishments
• Checked voting machines to see if they were working properly
• Assisted voters when a voting terminal was not working
• Generated tickets whenever a voting terminal or piece of network equipment was not working
• Assisted poll workers with technical issues
• Troubleshooting network issues

The Walt Disney Company (2018-2020)
Refresh Technician

• Responsibilities include, but not limited to, working alongside the IT manager to assist executives and other cast members with the installation of new equipment.
• Responsibilities and Accomplishments
• Traveled to different Disney sites to deploy and setup new equipment
• Unpacked new equipment (laptop, desktops, monitors, and peripherals)
• Assisted cast members with signing in to their new laptop or desktop
• Transferred data from their old device to their new device
• Downloaded and installed programs for the cast members
• Troubleshooting network issues
• Trained cast members on how to use Windows 10
• Connected cast members to their Outlook account
• Located lost or misplaced assets for the logistics team
• New equipment installation
• Helped cast members with connecting Cisco phones
• PC and Mac troubleshooting
• Connected network printers
• Set up Windows 10 desktop for cast members
• Cable management

Los Angeles County Library (2019-2019)
Help Desk Technician

• Responsibilities included, but not limited to, working alongside the IT manager to assist clients IT needs.
• Responsibilities and Accomplishments
• Created spreadsheets
• Inventory control
• Built computers, desks, and work area equipment
• Performed computer teardowns and removal from each library location
• Cable management
• Worked quickly with a team to setup and configure computer systems
• Worked with library patrons to help troubleshoot computer issues
• Connected clients to printers
• Removed hard drives
• Set up workstations for clients
• Performed computer hardware imaging, deployment, and run updates
• Performed new computer and user profile setups
• Created PDF Documents

MSP (2018-2019)
Help Desk Technician

• Responsibilities included, but not limited to, working alongside the IT manager to assist clients IT needs.
• Responsibilities and Accomplishments
• Created spreadsheets
• Inventory of client’s servers/ switches
• Set up client’s equipment for E-waste.
• Decommissioning of Server/Switch
• Connected clients to printers
• Port discovery for active/inactive ports VOIP phones
• Pulling cables and cleaning the Server room
• Removed hard drives from e-waste equipment
• Set up workstations for clients

MSP near Long Beach (2016-2018)
Computer Technician

• Responsibilities included, but not limited to, the construction and customization of computers.
• Responsibilities and Accomplishments
• Built and customized computers for clients.
• Monitored and maintained backups for clients.
• Monitored boards for the organization (Critical, BDR, informational).
• Checked out and verified S.M.A.R.T alerts on various servers & determined which scrips to use.
• Monitored hard disk drives for several companies, deleted shadow copies & set shadow copy limits.
• Assisted senior staff in the decommissioning of server and the removal of retired equipment.
• Retrieved and delivered parts and equipment to clients and staff members when necessary.
• Traveled to client’s sites
• Audited client accounts in the Enterprise AV.
• Answered phones and directed calls throughout the organization.