GARY M DILSIZIAN

• Provided Tier 1 IT support to non-technical internal users through desk side support services.
• Configured hardware, devices, and software to set up work stations for employees.
• Installed, modified, and repaired software and hardware to resolve technical issues.
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Operated BMC Client management to push application installations and updates remotely
• Utilized Azure to add MFA profiles
• Maintained and provisioned Entrust MFA tokens

Supporting several thousand end users in the retail/hospitality industry in an MSP environment.

• Remote support for Windows 10 and MAC OS environments.
• Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
• Addressed user customer service concerns and decided when to escalate problems to specialist team members.
• Troubleshoot, monitor, and update tablets and mobile devices via Cisco Meraki
• Monitor/troubleshoot desktops, laptops, and servers via Solarwinds MSP (N-Able Central)
• Maintain end user accounts (creation and terminations) via Office 365 and Google Suite environments
• Image laptops, desktops to ship and ship out to client locations

Supporting +16000 end users from 3 major USC hospital and 40+ outpatient facilities. Internationally known. Primarily a Windows 10 environment

• Remote support for Windows 10 systems, Cerner, and Citrix environments
• Responded to incidents from end users inputted through Service-Now and Footprints
• Provided end-user troubleshooting for hardware and software related issues.
• Utilized Active Directory to unlock accounts, reset passwords, add members to security groups and move them to appropriate OUs
• Created Active Directory, Cerner, Kronos, and Bridge Medical accounts for Registry Nurses.
• Installation and administration of network printers
• Cerner/Citrix end user troubleshooting
• Customer training/installation of Intune Company Portal to access Office365 applications and sensitive patient information

Supporting end users from the following enterprise clients:

• VCA: 800+ hospitals and 25,000+ employees. Primarily Windows 10 Environment.
• Phoenix House: 50+ clinics and an estimated 5 to 15 employees each location. Primarily Windows 7 and Windows 10 environments.

Tasks include the following:

• Remotely help and troubleshoot issues ranging from the Microsoft Active Directory, software (proprietary and public), email accounts, to hardware for clients from both Phoenix House and VCA.
• Document information with ticketing systems such as ServiceNow and Footprints.
• Being familiar with account management in the Microsoft Active Directory (Account unlocks, password resets, adding members to security groups and etc.)
• Utilizing the Remote Desktop Connection to remote into servers and troubleshoot various network and software issues for users.
• Identify and escalate tickets to other support groups if needed
• Troubleshoot and resolve issues on the initial call when possible utilizing the internal knowledge base, experience and team resources.