Glenn Lejano

• Diagnose and resolve unique, nonrecurring problems associated with application software and operating systems; determine the source of problems and classify their level, priority and nature.
• Participate in an on going Network Printer upgrade throughout Vision21 Territory with minimal supervision.
• Documented Network Printer deployment that empowered other IT Specialists and End Users.
• Administer and maintain Network Printer's IP Address Reservations on the DHCP server
• Resolves customer related technical software and hardware problems
• Resolves problems in response to customer reported incidents via trouble tickets
• Provide point of care customer service and resolving customer related technical software and hardware problems within the VA's policies and procedures to specific facilities.
• Configure, deploy, maintain, troubleshoot and support computer workstations, laptops, printers, mobile devices, phones and other computer and telecommunications equipment.
• Install and support PC, laptop, tablet and mobile hardware and software.
• Oversees IT Support ticketing system activities
• Coordinates device files for software applications
• Image Dell/HP desktops and laptops with Microsoft Windows 10.
• Facilitated best user experience through continuous support, training classes, webinars, improvements and communication of system changes.
• Works on the development, implementation and management of Information Technology (IT) processing systems
• Serves as a representative of the OIT organization
• Supports the operation of systems/ pilot testing of new systems
• Provides client application support for various devices
• Perform daily system monitoring, verifying integrity and availability of all hardware, server resources, systems and key processes.
• Reviews proposed changes to the client operating environment.
• Participates in OIT Emergency preparedness activities
• Use ServiceNow ticketing systems to manage and process support actions and requests.

• Provided point of care customer service and resolving customer related technical software and hardware problems within the VA's policies and procedures to specific facilities.
• Install and support PC, laptop, tablet and mobile hardware and software
• Image Dell/HP desktops and laptops with Microsoft Windows 10

• Under minimum supervision with limited support, I administered and monitored the company's servers and networking equipments within the Corporate office and Distribution Center.
• Managed internal communications, administered employee e-mail accounts, and backup data.
• Monitored NOC 24/7 and responded to critical alerts when servers and network connections are down.
• Mitigated any critical situation while the appropriate teams are notified.
• Monitored operational and security procedures for numerous computers in network, related systems administration and maintenance protocols.
• Installed equipment for data communications networks including cabling, wireless routers and telephone systems.
• Performed system maintenance and upgrades, including patches, service packs, hot fixes and new security configurations.
• Maintained thorough understanding of local area and wide area networking and components.

• Was on the front line of customer support, focused on helping to resolve technical issues end users (on site/off site) encountered included but not limited to all 900 stores' retail staff.
• Escalated to next level when needed.
• Took initial inquiry and manages simple hardware, software or network issues.
• Took part of a successful migration all 900+ stores to a new ISP with minimal interruptions to productions.
• Identified trends in issue reported and provided with preventative solutions.

• University of California Office of the President's Windows 7 Migration, Improved daily migration total after I suggested to add more switches.
• Trained other Desktop Engineers how to efficiently migrate 50 computers a day.
• Mentor Junior Desktop Engineers.