Don Garcia
Menifee,CA
Summary
With more than 26 years of experience in the IT/MTS/AV support industry a seasoned and skilled Sr Technical Support Rep at Paramount Pictures, one of the leading film and television studios in the world. Having a proven track record of providing exceptional and tailored technical services and interactions to various business professionals, including VIPs and executives, across different departments and locations.
Overview
25
25
years of professional experience
Work History
Senior Desktop Analyst
PARAMOUNT PICTURES STUDIOS
01.2007 - Current
- Able to provide technical services to various departments including Music, Theatrical, Legal, IT/MTS and Financial groups for Paramount Pictures
- Able to diagnose problems from basic helpdesk 1st to 2nd Desktop level to 3rd Escalations that other techs could not resolve
- Provide training to end-users while resolving user error type issues to minimize future problems
- Setup/Disable Network Accounts granting required rights while keeping security 1st priority
- AV Meeting support for Critical Executive meetings that cannot have problems including offsite special events.
Senior Help Desk Analyst
WARNER BROS (Turner Techtronic)
11.2003 - 08.2007
- Provide Efficient 1st and 2st Level phone support taking escalations for 4K end users Domestic and International
- Maintained 80% 1st Call Resolution rate on 20-60 daily calls
- Trained and assisted new staff
- Interim supervisor for team of 14 when supervisor was not available taking escalations and frustrated complaints.
- Provided basic end-user troubleshooting and desktop support
- Provided Tier 1 IT support to non-technical internal users through desk side support services
- Documented support interactions for future reference
- Managed customers' expectations of support and technology functionality in order to provide positive user experience
- Used ticketing systems to manage and process support actions and requests
- Resolved technical issues by troubleshooting
- Trained and supported end-users with software, hardware, and network standards and use processes
- Logged support tickets and closed when issues were resolved
- Installed and updated hardware, software and applications on Mac and PC devices
- Performed tests of functionality, security, and performance of different workstations and devices
- Identified and solved technical issues using variety of diagnostic tools and tactics
Help Desk Analyst
20th Century Fox Studios (Turner Techtronics)
08.1999 - 11.2003
- Provide 1st Level phone/email support for 4K end users Domestic and International
- Support GroupWise Email and Novell Network Access
- Responded to email submitted concerns
- Prepared for Y2K Computer Transition.
Education
A.S Degree in Computer and Electronics Engineering -
SCIT So. Cal Institute of Technology
Anaheim, CA01.1996
Skills
- Computer Operating System Knowledge
- Windows 11/10/8/7/Vista/XP/98/NT/95/Win 31
- IOS Ventura/Monterey/Catalina/Sierra/Yosemite
- Extensive Support for Microsoft Office Suites 365/2016/2013/2010
- Working Knowledge of Service Now (SNOW)/Remedy/Magic/Rumba ticket systems
- Familiar with Active Directory granting rights and setup up/disabling accounts
- Administrative Support of Cisco VPN/Zenprise/DUO/RSA/LogMeIn remote tools
- Verizon administrator tools for various mobile devices setup/diagnose/enable or disable features
- Hardware
- Dell/HP/Lenovo Desktops and Laptops experience able to diagnose/repair/upgrade
- Xerox/HP/Cannon Printer Support
- Various Mobile Device Knowledge for iPhones/Android/Google Pixel/Motorola/LG
- Audio/Visual/Security Camera setups for Special Event Support
- Meeting Setup and Support for Zoom/Blues Jeans/Go to Meeting/Direct SIP peer to peer Network Meeting Connections
- Offsite setup up/breakdown for Special Events for MTV Movie and Music Awards/MTV Hip Hop Awards /VH1 Awards/Paris Art Exhibits/SpaceEx Event for Network/WIFI access, and POS Internet secure connections on various locations
Timeline
Senior Desktop Analyst
PARAMOUNT PICTURES STUDIOS
01.2007 - Current
Senior Help Desk Analyst
WARNER BROS (Turner Techtronic)
11.2003 - 08.2007
Help Desk Analyst
20th Century Fox Studios (Turner Techtronics)
08.1999 - 11.2003
A.S Degree in Computer and Electronics Engineering -
SCIT So. Cal Institute of Technology
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