Joseph Manuel
Northridge,CA
Summary
12 years of combined experience in Information Technology and customer service. Very strong people skills with the ability to work with people of all levels of skill and status. A determined problem solver with impeccable customer service skills and a willingness to continually expand his knowledge in Information Technology.
Overview
12
12
years of professional experience
Work History
Jr. Network Engineer
TridentCare
Van Nuys, CA
09.2021 - Current
- Manages and monitors over 180 Cisco appliances across 3 data centers and over 50 office locations using LogicMonitor and Network Configuration Manager
- Performs first line troubleshooting on 3rd party VPN tunnels using Secure Firewall Management Center
- Serves as liaison between 3rd party engineering vendor and customers to ensure that VPN tunnel creations and troubleshooting calls are completed in a timely manner
- Installs, configures and troubleshoots Meraki appliances including wireless access points, cameras and switches through the Meraki portal
- Participated in the planning and execution of network upgrades for scalability and security improvements for over 10 TridentCare locations.
- Escalates emergency technical issues beyond knowledge to maintain optimum up-time.
Regional IT Analyst
TridentCare
Burbank, CA
03.2015 - 09.2021
- Directly supported over 800 end users (Windows 10 and 7) as a West Coast Regional IT Analyst for TridentCare – Burbank, CA
- Closed average of 30 trouble tickets per week through ServiceNow
- Laptop and desktop hardware maintenance and repair
- User account creation, management and termination through Active Directory, Centrify, Exchange Admin Center & AD Manager
- Asset management through ServiceNow, SCCM & Computrace
- Installed, configured and troubleshot applications such as SecureCRT, SBClient, Paradigm, Filebound, Dameware, Bitlocker, & Cisco AnyConnect.
Client Support Technician
California Air National Guard
Vandenberg AFB, CA
12.2011 - 12.2017
- Directly supported over 700 end users (Windows 7, Vista and XP) as a Client Support Technician for the Joint Space Operations Center (JSpOC) and 216th Space Control Squadron in Vandenberg AFB, CA
- Worked trouble tickets through Remedy, closing an average of 15 trouble tickets per week concerning PKI certificate issuance & revocation, tech refreshes and application management
- Created, managed and organized squadron shared drives and folders
- Upgraded over 300 PCs from Windows XP to Windows 7 while assisting end users with data backup and recovery.
Field Service Technician/Desktop Support
Strategic Data Systems
Point Mugu, CA
10.2014 - 03.2015
- Directly supported over 500 end users in Naval Base Ventura County Point Mugu
- Closed an average of 15 trouble tickets per week through HP Service Manager
- Laptop and desktop hardware maintenance and repair including, but not limited to HDD and system board replacement
- Daily use of HP Radia for application and patch management
- Work alongside Network Administrators to troubleshoot and solve network connectivity and port security (802.1x) issues.
Field Service Engineer/Desktop Support
Rome Research Corporation
North Hills, CA
02.2014 - 06.2014
- Performed Windows 7 desktop/remote support and configuration for 150 end users in the Defense Contract Management Agency (DCMA)
- Utilized ChangeGear to work, manage and resolve trouble tickets, closing an average of 10 trouble tickets per week
- Imaged, configured and deployed over 100 desktops, laptops and virtual desktop infrastructure (VDI) zero clients
- Daily management of software such as Microsoft (Office, Exchange, DirectAccess), Active Directory, DameWare, HBSS, Symantec System Recovery and VMware View Client/Administrator.
Skills
- Active Directory
- Cisco
- CCNA
- FMC
- IPAM
- Meraki
- NCM
- SCCM
- ServiceNOW
- VMWare
- VPN
- Windows
Education Certification
- Cisco Certified Network Associate (CCNA), 2022
- United States Air Force, Keesler AFB, MS (Cyber Systems Operations Training), 2012
- Saint Genevieve High School, Panorama City, CA (High School Diploma), 2004-2008
Timeline
Jr. Network Engineer
TridentCare
09.2021 - Current
Regional IT Analyst
TridentCare
03.2015 - 09.2021
Field Service Technician/Desktop Support
Strategic Data Systems
10.2014 - 03.2015
Field Service Engineer/Desktop Support
Rome Research Corporation
02.2014 - 06.2014
Client Support Technician
California Air National Guard
12.2011 - 12.2017