Jimmy Burns
Bellflower,CA
Summary
Versatile IT Technician ready to fix faulty hardware, install new assets and support continuous business operations. Adapts to rapidly changing work situations and employee realities. Consistently beneficial to all technical operations and technological procedures.
Overview
26
26
years of professional experience
Work History
PC Technician
Think Together
07.2021 - Current
- Troubleshoots isolates and resolves problems with typical business and company unique software including Microsoft Office, Internet Explorer, Adobe Acrobat and web-based applications in support of corporate office and store end-users
- Assists with new hire accounts as well as prepares workstations, and work areas for use
- Tracks, manages and maintains assets through Asset Management
- Provides technical guidance on hardware equipment including setup, assistance and minor repairs
- Research new and innovative solutions to the technical challenges that arise
- Maintains technical facilities to the highest standard through cable management, phone implementations, in addition to workstation setups
- Approaches assigned duties with a sense of urgency, discipline, dedication, and ownership
- Performs tasks in accordance to establish time measures and standards
- Provides maintenance, technical support and troubleshooting of desktop computers, laptops, printers, cellphones, MacBooks and other devices to ensure effective use of technology
- Participates in the effective operation of the IT Help Desk by taking requests, tracking work tickets, as well as maintaining equipment inventory along with reporting discrepancies between physical counts and computer records
- Follows up with end users that are assigned to me to ensure that there inquiries are resolved by actively listening and empathizing with their own concerns and all issues are resolved and well documented using Fresh Services
- Participates and assists the Helpdesk Team with stocking and distributing supplies, equipment or merchandise which includes Laptops, Desktops, Cell Phones, Hotspots Monitors and Printers along with other equipment used for special projects
- In part of the Helpdesk Team I provide support for the following regions across California which includes Palm Springs Bay Area, San Gabriel Valley, Santa Fe Springs, Southeast LA, LA Metro, Riverside, Victorville, San Bernadino, Orange County and Home Office.
Deployment Technician
Robert Half Technology
10.2017 - Current
- Configured PC laptops for staff requests to upgrade computer systems
- Managed case communications, scheduled remote support for users, and assisted in data and setting up transfers from old to new hardware
- Utilized point management systems to view laptop assignments and software configurations
- Monitored inventory and stock of commonly used hardware
- Tracked changes to configurations and maintained Windows 10 deployment images
- Imaged OS systems and configured computers with user accounts and software
- Knowledge of Office 365, Office 2016, computer imaging/staging, transferring data to new PCs, mapping printers, and Windows 7 and Windows 10 migration
- Ability to perform computer refresh paperwork.
Desk Top Support Analyst
Robert Half Technology
05.2016 - Current
- Configured, deployed, and monitored support for computer workstations, laptops, printers, phones, and telecommunications equipment
- Created alternative methods of completing tasks and improving desktop team functions
- Worked with hardware and software vendors to verify timely product delivery and installation
- Documented procedures, standards, best practices, configurations, installation sequences, and back-out practices
- Diagnosed and resolved unique, nonrecurring problems associated with application software and operating systems.
ITD-IT Customer Support Technician
Los Angeles Unified School District
09.2020 - 03.2021
- Provides first-level technical support to school and office personnel regarding software and hardware problems or Information Technology Division supported applications
- Diagnoses problems and research solutions; uses diplomacy and interpersonal skills to extract pertinent information and assist callers
- Accommodates technical support and records incident details (such as customer contacts, incident specifications, or referral information) into the District’s IT Service Management System
- Provides Helpdesk Support for new systems and special projects
- Uses Knowledge Based Component of Help Desk System to diagnose system malfunctions or application issues
- Administers daily operation functions including problem escalation and service level reporting and coordinating service request.
Technology Support Specialist
Omnicom Media Group/OMG Technology
07.2019 - 03.2020
- Administered IT Technical Support for various agencies within Omnicom Media Group
- Commissioned by OMG IT to be assigned to Site Services West Coast Team, focusing on granting account accesses, updating user profiles, and adding/removing users to distribution groups
- Cataloged end user information and prioritized and scheduled problems
- Recorded, tracked, and documented the Help Desk Request problem-solving process
- Applied diagnostic utilities and performed hands-on fixes at the desktop level
- Managed and created cases including New Hire's Last Day and Transfer Tickets for multiple locations.
HQ Support Technician
Forever 21 Corporate Office
09.2018 - 02.2019
- Performed key diagnosis and troubleshooting techniques to resolve hardware, software, and network-related issues
- Collaborated with the SR Techs of the HQ Department to identify solutions and best practices for troubleshooting required system modifications
- Provided technical leadership for all departments related to cases in JIRA
- Provided end user support and updated sensitive information for HISSD Cases into Jira IT Support Management Systems
- Analyzed and resolved user inquiries regarding hardware, software, and operating systems.
Technical Support Specialists
Smart Source Technical Staffing Solutions
10.2013 - 05.2016
- Fielded incoming help requests from end users via telephone and work orders
- Recorded, tracked, and documented the help desk request problem-solving process
- Accessed software updates, drivers, knowledge bases, and frequently asked questions on the Internet to aid in problem resolution
- Performed hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications
- Identified and learned appropriate hardware and software used by the companies and organizations.
Field Service Technician
Smart Source Technical Staffing Solutions
10.2013 - 01.2016
- Performed PC technician duties in the installation, configuration, repair, and removal of computers, printers, application software, and other peripheral devices
- Provided Tier II support to customer service and support team and end users on hardware, software, and network connectivity issues
- Created, tested, maintained, and assisted computer technicians with the deployment and troubleshooting of software packages
- Provided support for end user issues with network connectivity, printers, Outlook PSTs, and network share drives.
Validation Engineer
Parker Hannifin Corporation Aerospace Group Control Systems Division
02.2013 - 03.2013
- Operated, installed, calibrated, and maintained integrated computer/communication systems, consoles, simulations, and other data acquisition, test, and measurement instruments and equipment
- Monitored activities at all levels inside and outside the organization, including test script development, verification tests, failure investigation, problem reports, and regression tests
- Supported requirement development and performed testing on various digital and analog electronic printed circuit boards.
Validation Engineer
Advanced Vision Controls
02.2012 - 05.2012
- Performed electronic or electro-mechanical production subassembly and assembly operations to build up and assemble units of modern complexity such as printed circuit board modules and other electronic subassemblies
- Performed design verifications, generated design and verification documentations
- Used visual aids, wiring lists, schematics, blueprints, and instructions to assemble or modify units
- Performed production assembly operations on electronic or electro-mechanical components or subassemblies
- Defined new requirements of AC and DC contactors and relays
- Designed electro-magnetic subcomponents and familiar with small-scale design of solenoid and armature mechanisms.
Power Systems Test Engineer
Regal Entertainment Group
10.1998 - 08.2010
- Supervised and coordinated the activities of mechanics, installers, and repairers
- Analyzed software requirements and performed testing on various digital and analog electronic printed circuit boards
- Monitored the function of equipment to ensure systems operate in conformance with specifications
- Performed test plans, reviewed test cases, and debugged printed circuit boards
- Analyzed information to determine recommended modifications to existing systems
- Familiar with small-scale design of solenoid and balance armature mechanisms
- Managed projects and participated in the Quality Improvement System.
Projection Engineer
Regal Entertainment Group
05.2005 - 10.2007
- Evaluated factors to determine hardware configurations
- Programmed automation systems for presentation functions
- Conducted periodic adjustments of motor control systems and maintenance of the main mechanism
- Performed periodic adjustments of the A-Chain of the optical sound system.
Associate Projectionist
Regal Entertainment Group
05.2001 - 04.2005
- Received film prints from the distributor and completed shipping formalities
- Conducted daily routine inspections on film prints
- Responsible for dispatching film prints back to the distributor.
Education
Bachelor of Science - Electrical Engineering & Communications Technology
ITT TECHNICAL INSTITUTE
Orange, CA05.2013
Associate of Science - Computers Electronics Engineering Technology
ITT Technical Institute
Orange, CA06.2009
Skills
- Performance Optimization
- Computer Assembly
- Software Installation
- Printer troubleshooting
- Decision-Making
- Remote Troubleshooting
- Customer Relations
- Microsoft Excel
- Microsoft Office
- Software Reinstallation
- Operating System Configuration
- Troubleshooting Techniques
- System Upgrades
- Software Updates
- Hardware Repair
- Software configuration
- System diagnostics
- Data Recovery
- Desktop Technical Support
- Remote Support
- Application support
- Incident Management
- Help Desk Operations
- Technical Support
- Helpdesk services
- User Training
- Inventory Control Systems
- Testing and evaluation
- Functionality Testing
- Customer Service
- Problem-Solving
- Time Management
- Attention to Detail
- Reliability
- Excellent Communication
- Team Collaboration
- Critical Thinking
- Active Listening
- Effective Communication
- Diagnostics expertise
- Work Planning and Prioritization
- Professionalism
Timeline
PC Technician
Think Together
07.2021 - Current
ITD-IT Customer Support Technician
Los Angeles Unified School District
09.2020 - 03.2021
Technology Support Specialist
Omnicom Media Group/OMG Technology
07.2019 - 03.2020
HQ Support Technician
Forever 21 Corporate Office
09.2018 - 02.2019
Deployment Technician
Robert Half Technology
10.2017 - Current
Desk Top Support Analyst
Robert Half Technology
05.2016 - Current
Technical Support Specialists
Smart Source Technical Staffing Solutions
10.2013 - 05.2016
Field Service Technician
Smart Source Technical Staffing Solutions
10.2013 - 01.2016
Validation Engineer
Parker Hannifin Corporation Aerospace Group Control Systems Division
02.2013 - 03.2013
Validation Engineer
Advanced Vision Controls
02.2012 - 05.2012
Projection Engineer
Regal Entertainment Group
05.2005 - 10.2007
Associate Projectionist
Regal Entertainment Group
05.2001 - 04.2005
Power Systems Test Engineer
Regal Entertainment Group
10.1998 - 08.2010
Bachelor of Science - Electrical Engineering & Communications Technology
ITT TECHNICAL INSTITUTE
Associate of Science - Computers Electronics Engineering Technology
ITT Technical Institute
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