Summary
Overview
Work History
Education
Skills
Timeline
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Alexander Felipe

Chino,Ca

Summary

Highly analytical and challenge-driven professional offering wide-ranging experience in technical operations backed by expertise in identifying and recommending effective solutions and plans to address questions, concerns, and needs toward set-forth objectives. Skilled at promptly responding to and troubleshooting technical issues to ensure seamless workflow and tasks completion. Expert at maintaining organizational computer systems, desktops, and peripherals as well as installing, diagnosing, repairing, maintaining, and upgrading hardware and equipment. Effective communicator, capable of collaborating with high-performing teams toward operational efficiency, while conveying technical language to a non-technical audience. Resourceful professional in technology support, known for high productivity and efficient task completion. Possess specialized skills in troubleshooting, software installation, and network configuration. Excel at communication, problem-solving, and adaptability, ensuring seamless tech support experiences.

Overview

10
10
years of professional experience

Work History

Helpdesk Technician

Mesa Associates
Pomona, CA
11.2023 - Current
  • Troubleshoot computers issues in person, using remote tools and over the phone
  • Receive work orders using service now ticketing system
  • Assign software requests using Windows configuration manager and Active directory
  • Configure and deploy workstations to new users and existing employees
  • Collaborate with different teams within IT when major issues arise
  • Manage local IT inventory onsite
  • Provide all Technical support for all offsite for all 300 remote users
  • Install and set up Global Protect VPN software
  • Assist all users with setting up and troubleshooting Okta Verify on cell phones and on company laptops

Desktop Support level 3

Cedars Sini/Huntington Hospital (NTT Data)
Los Angeles, CA
05.2023 - 11.2023
  • Receive work orders using service now ticketing system
  • Support end users via telephone, remote software and in person
  • Configure laptops and desktops using SCCM
  • Troubleshoot computers issues in person, using remote tools and over the phone
  • Manage user and computer accounts in Active Directory
  • Provide support for Windows 10,11, Android and IOS devices
  • Backup and restore user data using network drives and Microsoft one drive
  • Collaborate with vendors on equipment repair and replacement
  • Prioritize work orders depending on severity level
  • Coordinate moves, computer replacements and relocations with users of all levels

Senior Desktop Support

NexGen Air and heat
Anaheim Hills, CA
07.2022 - 03.2023
  • Managed IT contractors, power installers, network engineers, Cablers
  • Managed all project management duties for two sites going live
  • Collaborated with vendors in retrieving quotes for printer services, shredding companies’ audio systems
  • Provide support for Windows 10,11, Android and IOS devices
  • Provide basic troubleshooting of network equipment which includes wireless routers, switches
  • Manage user and computer accounts using Azure active directory
  • Manage mobile devices within Intune Endpoint Manager console
  • Create and manage user accounts for Technicians and employees in Service Titan
  • Provided user support on proper equipment usage
  • Travel to offsite facilities to provide technical support as needed
  • Configured desktops and laptops using USB drive and using Microsoft Autopilot

Senior Desktop Support Lead

XPO/GXO Logistics
Bloomington, CA
06.2020 - 07.2022
  • Trained and mentored new technicians on company processes and procedures
  • Add laser printers and Zebra printers using Warehouse management system (WMX)
  • Install and configure computers using SCCM for use in the warehouse and the office areas
  • Provide technical support for other locations within the company
  • Managed inventory of company assets which include computers, printers, cell phones, and other company assets
  • Provide basic network troubleshooting
  • Configure and deploy desktops, laptops, android and IOS devices for company use
  • Troubleshooting windows 10,11 network switches, routers, and BitLocker issues
  • Traveled offsite to other locations for go-live support
  • Configure CK 65 Honeywell scanners using SOTI mobile for lift operators

Desktop Support Engineer

City of Hope
Duarte, CA
03.2015 - 05.2020
  • Managed various projects which included win 10 Rollout and Imprivata rollout which included Admin support responsibilities
  • Managed and mentored junior techs on company procedures and training
  • Provide support for Windows XP, 7, 8, 8.1, 10
  • Configure and deploy desktops, laptops, surface pro tablets using ghost and SCCM
  • Replaced broken or damaged VDI or WoW carts with new AIO’s
  • Receive work orders through internal ticket system
  • Support telephone, remote software and in person
  • Prioritize work orders depending on severity level
  • Manage and troubleshoot BitLocker encryption issues
  • Perform data backup and restore using network drives
  • Collaborate with vendors on equipment repair and replacement
  • Configuration of DUO and VPN
  • Troubleshoot Office 365 issues on various devices

Education

Bachelor - computer science

Westwood College
01.2010

Skills

  • Warehouse manage systems (WMX)
  • Microsoft Office Suite (Word, Excel, and PowerPoint)
  • Okta 2FA
  • Office 365 administration
  • Active directory
  • Azure Active Directory
  • Intune device management
  • BitLocker encryption
  • Cyberarc
  • AutoCad suit
  • Bluebeams
  • Service Now
  • Basic Network troubleshooting
  • Microsoft Autopilot
  • Microsoft configuration manager
  • Bumgar remote software
  • Ticket management
  • Incident management
  • Technical documentation
  • Network testing
  • Application support
  • Remote support
  • Network support
  • Hardware repair
  • Incident responses
  • IT service management (ITSM) oversight
  • Computer workstation setup
  • Software updates
  • Issue resolution
  • Security protocols
  • Technical support triage
  • User access support

Timeline

Helpdesk Technician

Mesa Associates
11.2023 - Current

Desktop Support level 3

Cedars Sini/Huntington Hospital (NTT Data)
05.2023 - 11.2023

Senior Desktop Support

NexGen Air and heat
07.2022 - 03.2023

Senior Desktop Support Lead

XPO/GXO Logistics
06.2020 - 07.2022

Desktop Support Engineer

City of Hope
03.2015 - 05.2020

Bachelor - computer science

Westwood College
Alexander Felipe