Core Competencies

Executive White Glove Service
Full Life Cycle Project Management
System Administration
Client Relationship Management
Technical Troubleshooting (Advanced)
Technical Certifications
Quality Assurance
Strategic & Tactical Planning

Technical Proficiencies:

Operating Systems: Microsoft Windows 10/11, macOS X 10.x, Linux (Ubuntu, Gentoo, Debian), OS/2
Software & Applications: Microsoft Office Suite (Comprehensive), Enterprise-level applications (SAP, Oracle, Remedy, etc. - tailor this list based on your actual experience with enterprise apps), Adobe Photoshop/Illustrator/Elements, Lotus Notes, Microsoft Exchange, Office 365
Networking: TCP/IP, DNS, DHCP, VPN, Ethernet, LAN/WAN, Active Directory, Wireshark
Hardware: Personal Computers, Servers, Network Devices (Routers, Switches - if applicable), Peripherals
Other: Active Directory, PowerShell, Remote Desktop Tools

PROFESSIONAL EXPERIENCE

Amadeus – San Jose, CA FIELD ENGINEER, 2021 to Present
Provide comprehensive technical support for San Jose Airport's personal computers, servers, mainframe applications, data/voice network, and ERP systems, ensuring operational efficiency.
Manage the acquisition, installation, and upgrading of PC components and software, proactively planning for and effectively responding to service outages to minimize disruption.
Respond to and resolve complex user issues related to telecommunications networks (voice and/or data) through expert troubleshooting and fault rectification.
Deliver real-time end-user support and training on ERP systems, facilitating knowledge transfer and preventing problem recurrence.
Diagnose and resolve technical problems efficiently through effective communication with users, ensuring timely and satisfactory resolutions.
Assist in the evaluation of hardware and software, recommending upgrades and improvements to enhance the IT infrastructure.
Perform routine, corrective, and preventative maintenance on airport computers and flight display systems, ensuring optimal performance.
Efficiently clone and deploy airport FIDS (Flight Information Display Systems), GIDS (Gate Information Display Systems), and workstations.

RNDC / Young’s Market – Pleasanton, CA SYSTEMS ENGINEER, 2010 to 2021
Demonstrated advanced troubleshooting expertise in networking protocols and Active Directory requirements, independently resolving complex customer issues and eliminating the need for escalation.
Consistently recognized for quickly mastering new technologies and implementing streamlined solutions that significantly improved productivity.
Provided skillful support for all end-user devices, effectively communicating intricate technical solutions to individuals with varying levels of technical understanding.
Key Achievement: Rapidly learned and implemented new technologies, leading to streamlined solutions that positively impacted team productivity.
Key Achievement: Effectively supported all end-user devices, translating complex technical information for diverse audiences.

VMWare Incorporated – Palo Alto, CA (5-week project) COMPUTER HARDWARE ENGINEER III, 2010
Collaborated with the Help Desk and cross-functional teams to manage a significant headquarters campus move for over 1,500 end users.
Conducted thorough computer diagnostics and recommended effective problem resolution strategies to ensure a smooth transition.
Developed and documented efficient workflow processes that supported critical project implementation timelines.
Key Achievement: Served on the E-Staff, configuring Windows and Mac workstations and ensuring network connectivity for over 1,500 end users.
Key Achievement: Recognized for outstanding technical leadership, being one of only four technicians retained out of 25 for post-move support.

Ubisoft Incorporated – San Francisco, CA DESKTOP SUPPORT TECHNICIAN III, 2008 to 2010
Played a pivotal role in efficiently resolving technical support requests for over 300 customers, earning a project promotion to Network Security Leader.
Generated a $10,000 cost reduction within the first three months by implementing improvements to Help Desk workflow processes.
Implemented a rapid deployment solution for cloning workstations, significantly enhancing end-user satisfaction and team efficiency.
Key Achievement: Received Employee of the Month for six consecutive months, recognized for exceptional customer service contributions.
Key Achievement: Developed troubleshooting requirements that improved response times, resulting in SLA compliance improvements exceeding 40%.

Sorsyn – San Carlos, CA COMPUTER TECHNICIAN, 2007 to 2008
Managed time-sensitive computer repair projects for both businesses and individual clients, ensuring high levels of satisfaction.
Developed in-depth workflow design assessments to effectively support diverse business requirements.
Consistently received recognition for outstanding client satisfaction.
Key Achievement: Instrumental in developing Business Continuity and Disaster Recovery plans to ensure continuous 24/7 operations for clients.
Key Achievement: Spearheaded the creation of technical documentation supporting crucial corporate security protocols, email/internet usage guidelines, access control measures, and incident response tracking.

Genentech – San Francisco, CA BUSINESS SYSTEMS SUPPORT ANALYST, 2003 to 2007
Established a strong reputation for Livelink technical expertise, ensuring timely updates to the critical medical document repository.
Performed hardware and software configuration to support efficient OCR scanning of vital medical documents.
Collaborated effectively with team resources to optimize key business processes.
Key Achievement: Launched the company’s first paperless database, supporting national and international medicine regulatory requirements.
Key Achievement: Inspired and mentored 10 team members, contributing to the successful conversion of critical medical documentation.

Previous Experience:
IBM POINT OF SALES SYSTEMS ENGINEER/HELP DESK ANALYST, Wang Global/Getronics, Tampa, FL (1998 to 2003)
TECHNICAL SUPPORT ANALYST I/II, IBM, Largo, FL (1997 to 1998)
DEMONSTRATION/EVALUATION SUPPORT SPECIALIST, Cisco Systems, San Jose, CA (1994 to 1997)

EDUCATION & CREDENTIALS

DE ANZA COLLEGE, Cupertino, CA – Business Administration coursework

Certifications: Dell Technician | Wachovia Systems Engineer | IBM 4680-4690 POS Systems Programmer | Livelink Knowledge Fundamentals | Oracle Implementation Specialist | Project Management Essentials | Time Management Skills

Professional Affiliations: International Webmasters Association | Internet Society Global Member | Greenpeace International | Ubuntu Tester (Linux) | Tech Republic