ADRIAN TANTAN
Hayward,CA
Summary
Customer centric support technician with over 10 years in hardware and software experience. Strong attention to detail and willingness to go above and beyond to help resolve an issue.
Overview
12
12
years of professional experience
Work History
Desktop Support Technician II (Contract)
Intuit
Mountain View, CA
06.2023 - Current
- Managed and resolved tickets within ServiceNow to provide global support to internal employees.
- Conducted hardware and software troubleshooting for Mac and PC systems, ensuring seamless operation for internal employees.
- Delivered exceptional customer support, offering assistance to internal employees through face-to-face interactions, Slack, and phone communication.
- Played a key role in supporting the onboarding process for new hires, addressing any issues or concerns promptly to facilitate a smooth transition.
Assist with Quarterly audits and monthly spot checks - Ensure assets are properly marked with the correct status and location in Service Now
- Submit refresh requests for user’s based on their current device warranty status
- Follow through with refresh deployments, assistance with configuration and making sure old hardware is returned within a specific timeframe per company policies, closing loops in the workflow.
- Involvement in new hire hardware deployments, break/fix replacements, and hardware trades, properly recording assets, and updating status accordingly.
- Utilization of various device management software to effectively locate devices.
- Bi-weekly checks for EOL devices and follow company process to securely wipe hard drive and perform e-waste duties.
- Coordinate repairs with damaged hardware, working with Apple and Lenovo support and 3rd party repair for OOW claims.
SR. End User Support (Contract)
Tailored Brands
Dublin, CA
06.2022 - 06.2023
- Helped improve overall user support experience, providing white glove technical support, maintaining an excellent rapport with C-Level and end users
- Document updates, publishing technical documentation on multiple processes/procedures
- Administer user accounts and computers via Active Directory
- Mobile device management (MDM) provisioning of company assets (Windows, Macs) via JAMF, SCCM, & Intune
- Assist with IT Support/IT Lifecycle team through deployments, technical escalations, procedures task
- Monitored & aided in tickets access utilizing ServiceNow, broken hardware, outage in platforms, & multi factor authentication set up
- AV Support & Maintenance – Configure Zoom Rooms and troubleshoot issues on-the-spot.
- Established a clear line of communication between IT support staff and non-technical employees for seamless issue resolution.
Robert Half INTL: Deskside Technician ll - lll
Robert Half INTL
05.2018 - 06.2022
- Collaborated with IT leadership to ensure our Mac/Windows/AD environments are aligned with security objectives/standards
- Utilising help desk procedures in maintaining daily computer system performance
- Administered user accounts through Active directory, MicrosoftO365, Druva InSync Admin console
- Managed onboarding & offboarding activities, included: ordering, provisioning of laptops, assisting client peripherals, telephony, & managing system access
- Trained and mentored new team members, educating them on team procedures and best practices.
- Completed complex repairs quickly by leveraging strong diagnostic skills and attention to detail.
- Tested components and systems to evaluate performance and identify concerns with engineering team
Deskside Technician I (Contract)
Robert Half INTL
San Ramon, CA
09.2017 - 04.2018
- Provide 2nd level support escalated from Help Desk staff
- Create and maintain a good rapport with end users and executives
- Diagnosed and/or repair defective hardware or create service tickets with Microsoft or Lenovo
- Trained new users, educating them on IT best practices based on company standards
- Assisted in the development of user documentation and training materials
- Installation, configuration and deployment of new equipment or replacement hardware.
- Managed assets by properly recording returned and assigned assets within ServiceNow
- Successfully deployed new hire equipment on-site and to remote user's to other HQ and branch offices.
Service Desk Technician (Contract)
Stanford School of Medicine
Palo Alto, CA
04.2017 - 09.2017
- Provide excellent first level technical support for various hardware, software, peripherals and networking issues; escalated more complex problems to appropriate tier 2 and/or tier 3 support teams
- Effectively diagnose and resolve customer issues within the desired SLA
- Install, upgrade, configure, and perform troubleshooting of computing and communication devices and peripherals
- Apply security best practices, including encryption of all computer and communication devices
- Coordinate procurement of hardware and software via employee purchasing portal.
IT Support Specialist
Abby USA Software House
Milpitas, CA
12.2012 - 12.2016
- Effectively analyse and troubleshoot various technical issues relating to desktops, laptops, mobile devices and network
- Worked closely with my team and made suggestions on how we can improve our processes
- Assisted Systems Admin with configuring and implementation of new servers and networking equipment
- Responsible for most purchases pertaining to computer hardware upgrades, peripheral restocks, accessories, new software and software upgrades
- Managed all IT requests and assigned cases to specific team members depending on the type of request
- Built and maintained trustful and effective relationships with all employees and executives with a focus on understanding customer needs, responsiveness to request/inquiries, and efficient issue resolution
- Performed regular maintenance of all hardware and software to help prevent major issues and reduce down time for users
- Created How-To guides for end-users with basic troubleshooting of typical technical issues to help reduce the usage of IT resources
- Performed software and hardware upgrades
- Managed spreadsheet of all IT inventory, documenting assigned assets and EOL devices.
- Worked with team to set hardware standards based on company needs and communicate with vendor on procurement of assets.
Education
Associates of Science - Computer Science Networking Saas
03.2008
Skills
- Technical support expertise
- Active Directory Management
- Ticketing system proficiency
- Remote Support
- Hardware troubleshooting
- Device configuration
- Asset Management
- Mobile Device Support
- Root Cause Analysis
- Interpersonal Skills
Websites
Administratorhelpdeskknowledge
- Active Directory
- ServiceNow
- Jamf Pro
- Azure
- Microsoft Office 365
- G Suite
- DocuSign
- MAC & PC
- Slack
- VPN: Global Protect
- Cisco Anyconnect
- Zoom Room Build
- Onboarding/Offboarding
Networksupport
- Physical layer (MAC, cable provisioning, etc.)
- TCP/IP & OSI model
- Basic security & routing
- DNS
- File-sharing (SMB)
- Cloud
- Switches
- Routers
Certs
Jamf Certified Associate
Timeline
Desktop Support Technician II (Contract)
Intuit
06.2023 - Current
SR. End User Support (Contract)
Tailored Brands
06.2022 - 06.2023
Robert Half INTL: Deskside Technician ll - lll
Robert Half INTL
05.2018 - 06.2022
Deskside Technician I (Contract)
Robert Half INTL
09.2017 - 04.2018
Service Desk Technician (Contract)
Stanford School of Medicine
04.2017 - 09.2017
IT Support Specialist
Abby USA Software House
12.2012 - 12.2016