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Work Background
Warner Bros. DiscoveryInformation Technology Operations Analyst
Oct. 2022 - Oct. 2024Burbank, California, United States• Delivered exceptional technical assistance to 150+ employees and executives at Studio Distribution Services (SDS), a Warner Bros. & Universal Pictures joint venture.
• Resolved complex desktop issues, including network connectivity, email, and user account permissions, contributing to seamless business operations.
• Managed IT requests with prompt solutions, providing Zoom meeting invitations and Beyond Trust (Bomgar) connection links to remote customers.
• Provisioned onboarding new hires with necessary WFH/hybrid equipment (laptop, iPhone, monitor, docking station, etc.).
• Provided in-person technical support to Windows and Mac customers at the busy Tech Bar on the Warner Bros. lot, enhancing user experience and fostering a reliable IT infrastructure.
Studio Distribution ServicesIT Customer Support Specialist
Oct. 2022 - Oct. 2024Universal City California USAAt Studio Distribution Services, my focus has been on elevating the IT support experience through rapid response and resolution. This dedication has revitalized our operations, ensuring seamless daily workflows and bolstering customer satisfaction across the board. The role has called upon my adaptability and problem-solving skills, with a strong emphasis on clear, effective communication.
Universal Music Publishing GroupTechnical Support Representative II
Jun. 2022 - Oct. 2022Santa Monica, California, United States• Provided Level 2 desktop customer service to 200+ employees and executives. Deploy and support Dell Latitude and MacBook laptops.
• Manage OneDrive file synchronization.
• Respond to, track, and resolve open desktop incidents in ServiceNow.
• Assisted in an interim office move, performing IT inventory and preparing legacy IT equipment for e-waste disposal. Supported Zoom audio/visual conference rooms.
Natural Balance Pet Foods, Inc.Technical Support Specialist | Project Manager
Mar. 2014 - Mar. 2020Burbank, California, United States• Provided onsite and remote support to 150+ employees and executives at three sites around Los Angeles.
• Maintained on-call support for 300+ field sales reps, from initial phone contact to successful resolution.
• Supplied new laptops; provided and supported new Apple iPhones, iPads, and MiFi access point devices for onboarding field sales staff.
• Built, configured, and managed a new Windows ADK server environment with PXE boot capabilities. Deployed with WinPE bootable flash drives, 300 Windows 8.1 laptops with Office 2016 were completed and shipped to the national sales meeting in Florida, allowing remote onsite IT staff to transfer data from legacy laptops using USMT. This new desktop imaging solution was quickly adopted as the corporate SOP.
• Supported Mac mini desktop and MacBook Pro laptop customers.
• Created and maintained video conference rooms, inviting visiting NBI staff and guests to share ideas & collaborate.
• Managed the build-out of new remote office spaces. Designed and constructed new remote MDF and IDF data centers, enabling communication with corporate headquarters.
• Presented with the "Commitment to Excellence" award for devotion to customer service and support.
Big Heart Pet BrandsInformation Technology Consultant
Mar. 2014 - Mar. 2020Los Angeles Metropolitan Area
City of Simi ValleyInformation System Analyst II
Jul. 2012 - Mar. 2014Simi Valley, California, United States• Trusted to provide daily level II support to city services customers (City Mayor, City Council, City Attorneys, City Managers, Community Services, Environmental Services, Human Resources, Public Works, Building and Safety, etc.).
• Automated the migration of legacy Windows XP desktops from Novell eDirectory to Active Directory.
• Deployed Office 2010 to legacy Windows XP desktops using Novell ZENworks 11.
• Migrated legacy NetWare network printers and plotters to Active Directory.
• Implemented a new Windows 7 desktop imaging procedure using Windows Deployment Tools.
• Successfully upgraded the Building and Safety Permits Plus application, including the automated rollout of all new Oracle desktop clients and their ODBC settings.
• Deployed Microsoft System Center 2012 (SCCM) in a VMware vSphere 5.1 virtualized environment, including Software Update Point and Endpoint Protection Point system roles.
• Maintained 24/7 uptime of all City Council meeting A/V servers, broadcasting to Time Warner Cable.
• Provided Novell ZENworks 11 administration and support.
• Responsible for citywide Novell GroupWise 8 email systems.
• Presented with a Letter of Commendation by the Director of Environmental Services for excellence in customer service.
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