Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Luis Bernabe

Winnetka,CA

Summary

Experienced System Administrator with [14] year background in Information Technology. Expert in [Microsoft Client and Server Operating System] and [Information] systems. Known for best-in-class hardware and software knowledge and detail-oriented project roll outs.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Level II Technical Support/Information Security Analyst

Ovatio Technologies/Pinnacle Treatmet Centers
City of Los Angeles, CA
05.2021 - Current
  • Prioritized and fielded IT ticket requests, providing technical support, troubleshooting and issue resolution to maintain system performance levels.
  • Applied internal policies and procedures to new desktop system onboarding processes, installing required software and peripherals per guidelines.
  • Participated in maintaining approved vendor lists for hardware repairs, advising internal and external personnel on providers of replacement parts.
  • Pulled from deep IT knowledge to coordinate physical and software process improvement, pilots and proofs-of-concept.
  • Resolved service requests by individually troubleshooting and addressing user issues.
  • Lent technical support, consulting and implementation services to maintain system performance thresholds.
  • Researched and maintained IT project and service documentation to assist future problem resolution.
  • Designed and customized implementations to provide system integrity and security.
  • Installed and configured printers and scanners and reset default device passwords to prevent cyber attacks.
  • Audited networks and security systems to identify vulnerabilities.
  • Analyzed system risk to identify and implement appropriate security countermeasures.
  • Managed user authentication and authorization of data access.
  • Built firewalls and encrypted data to secure confidential information.
  • Updated virus protection systems based on computer virus reports.
  • Installed system updates, patched programs and optimized functionality.
  • Duplicated and backed up data to preserve availability and security in event of data breach.
  • Alleviated leakage of company proprietary data to unauthorized resources and analyzed past performance data to enhance operations.
  • Researched, planned and implemented small- and large-scale improvements to address changing conditions and needs.
  • Created and implemented Active Directory group policy settings to manage workstations.
  • Promoted security awareness among employees and clients to alleviate risks and breaches.
  • Mentored junior employees in departmental activities and procedures.
  • Made recommendations to improve security procedures and systems.
  • Investigated information security breaches to identify vulnerabilities and evaluate damage.

Information Technology Administrator

Pixi
Santa Monica, CA
01.2021 - 05.2021
  • Created centralized configuration management plans for multi-site businesses, prioritizing standardized system frameworks to ease future support deployments.
  • Designed service call policies, specifying proficiencies for employees and escalation points when support ticket resolution required supervisor expertise.
  • Managed equipment placement, power management, infrastructure expansion, security and data center modifications.
  • Improved IT infrastructure, help desk, sales, account management and service operations.
  • Collected and defined business requirements to create successful roadmaps and implementation plans.
  • Supervised IT procedures for asset liquidations and acquisitions.

Level II Technical Support

CareIsmatic Brands
Chatsworth, CA
11.2020 - 03.2021
  • Consulted users to determine areas in need of improvement.
  • Integrated cutting-edge infrastructure tools to migrate network operations to virtual server computing environment.
  • Spearheaded server infrastructure development, quality control, staging and production operations.
  • Set up user accounts, permissions and passwords and defined network policies and procedures.
  • Analyzed intricate server issues and supported large enterprise and business-critical applications.
  • Planned, tested and supported high-availability infrastructures.
  • Increased system security and performance with proactive changes.
  • Supported, configured, maintained and upgraded customer networks and in-house servers.
  • Researched, recommended, configured and supported hardware and software for multiple departments.
  • Determined and alleviated hardware, software and network issues.
  • Assessed latest innovations to recommend and adopt cost-effective, useful solutions.
  • Set up, optimized and managed network equipment.
  • Developed and tested company-wide servers for printing, file storage and applications.
  • Improved job tasks and mentored junior team members on best practices and standards.
  • Managed network-related projects from concept to implementation.
  • Promoted continuous improvement for IT governance processes.
  • Orchestrated and oversaw upgrades to system hardware and software.
  • Delivered reliable support for all server class systems.
  • Managed day-to-day storage equipment administration to promote optimal system asset application.
  • Submitted recommendations regarding infrastructure overhauls.
  • Provided effective resolutions to issues and escalated problems with knowledgeable support and quality service.
  • Generated reports outlining network performance, costs and downtime issues.
  • Kept flexible schedule and resolved after-hours and weekend emergencies quickly and accurately.

Senior IT Helpdesk Specialist

Valley community Hospital
North Hollywood, CA
05.2020 - 10.2020
  • Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.
  • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
  • Reviewed current hardware and software and recommended modifications to increase system speed.
  • Removed malware and viruses from laptops and desktop systems using specialized software.
  • Updated software versions with patches and new installations to close security loopholes and protect users.
  • Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
  • Installed and configured printers and scanners, resetting default device passwords to prevent cyber attacks.
  • Conferred with vendors to obtain replacement hardware or software and escalate more complex concerns.
  • Assisted in technical support process refinement to improve customer service and support.
  • Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
  • Disassembled computer systems to troubleshoot and resolve hardware issues.
  • Set up new desktop systems and configured laptops for incoming employees, loading required software and server permissions.
  • Advised customers and users regarding required maintenance practices of diverse software systems for OEM warranty requirements and industry best practices.
  • Assisted end-users with software and hardware troubleshooting to determine causes of system malfunction.
  • Consistently responded to customer service emails within standard window for optimal response.
  • Documented repair processes and helped streamline procedures for future technical support actions.
  • Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Performed daily maintenance of computer systems to keep network processes fluid.
  • Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.
  • Demonstrated self-reliance by meeting and exceeding workflow needs.
  • Improved customer satisfaction by finding creative solutions to problems.
  • Recognized by management for providing exceptional customer service.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Improved operations by working with team members and customers to find workable solutions.
  • Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.

Security Engineer

Scorpion Design Inc.
Valencia, CA
03.2019 - 03.2020
  • Analyzed system risk to identify and implement appropriate security countermeasures.
  • Updated virus protection systems based on computer virus reports.
  • Planned and executed [Disk encryption and MDM].
  • Monitored multiple databases to keep track of all company inventory.
  • Audited networks and security systems to identify vulnerabilities.
  • Made recommendations to improve security procedures and systems.

System Administrator for Video Production Team

Scorpion Design Inc.
Valencia, CA
08.2018 - 03.2020
  • Improved job tasks and mentored junior team members on best practices and standards.
  • Submitted recommendations regarding infrastructure overhauls.
  • Consulted users to determine areas in need of improvement.
  • Delivered reliable support for all server class systems.
  • Assessed latest innovations to recommend and adopt cost-effective, useful solutions.
  • Set up user accounts, permissions and passwords and defined network policies and procedures.
  • Analyzed intricate server issues and supported large enterprise and business-critical applications.
  • Increased system security and performance with proactive changes.
  • Promoted continuous improvement for IT governance processes.
  • Provided effective resolutions to issues and escalated problems with knowledgeable support and quality service.
  • Orchestrated and oversaw upgrades to system hardware and software.
  • Researched, recommended, configured and supported hardware and software for multiple departments.
  • Kept flexible schedule and resolved after-hours and weekend emergencies quickly and accurately.
  • Determined and alleviated hardware, software and network issues.

IT Support Specialist

Scorpion Design Inc.
Valencia, CA
02.2017 - 02.2018
  • Served as level-three support escalation point for help desk-members distributed support staff.
  • Set up new desktop systems and configured laptops for incoming employees, loading required software and server permissions.
  • Devised incisive workarounds and resolutions for technical problems.
  • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
  • Performed daily maintenance of computer systems to keep network processes fluid.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Implemented scheduled and procedure techniques for conducting routine maintenance on servers and systems, keeping networks fully operational during peak periods.
  • Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
  • Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.
  • Supported [C-level/Internal] employees having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
  • Drafted technical documents, including whitepapers, user manuals, implementation documentation and support base entries.
  • Assisted online users via live chat, web conference and phone to resolve issues related to [Hardware] and [Software] use and access.
  • Documented repair processes and helped streamline procedures for future technical support actions.
  • Updated software versions with patches and new installations to close security loopholes and protect users.
  • Responded to support tickets within [5-15 minutes] to improve customer service.
  • Observed system functioning and entered commands to test different areas of operations.
  • Removed malware and viruses from laptops and desktop systems using specialized software.
  • Assisted end-users with software and hardware troubleshooting to determine causes of system malfunction.
  • Created user documentation and manuals for use in training classes and on-boarding sessions.
  • Maintained inventory of IT supplies by checking levels on daily basis.
  • Conferred with vendors to obtain replacement hardware or software and escalate more complex concerns.
  • Installed and configured printers and scanners, resetting default device passwords to prevent cyber attacks.
  • Facilitated system migration projects during off-hours to avoid outages and network bottlenecks.
  • Consistently responded to customer service emails within standard window for optimal response.
  • Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.
  • Reviewed current hardware and software and recommended modifications to increase system speed.
  • Configured new employee work stations, including all hardware, software and peripheral devices.

IT Support Specialist

Advanced Bsuiness Innovations
Canoga Park, CA
02.2015 - 02.2017
  • Installed software updates and vulnerability patches on critical servers to prevent possible threats from penetrating networks.
  • Reviewed current hardware and software and recommended modifications to increase system speed.
  • Drafted technical documents, including whitepapers, user manuals, implementation documentation and support base entries.
  • Updated software versions with patches and new installations to close security loopholes and protect users.
  • Advised customers and users regarding required maintenance practices of diverse software systems for OEM warranty requirements and industry best practices.
  • Assisted online users via live chat, web conference and phone to resolve issues related to [Software] and [Hardware] use and access.
  • Assisted in technical support process refinement to improve customer service and support.
  • Assisted end-users with software and hardware troubleshooting to determine causes of system malfunction.
  • Responded to support tickets within [5-15 minutes]to improve customer service.
  • Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.
  • Repaired hardware components on networks, including firewalls, routers and [Network] devices.
  • Configured new employee work stations, including all hardware, software and peripheral devices.
  • Disassembled computer systems to troubleshoot and resolve hardware issues.
  • Installed and configured printers and scanners, resetting default device passwords to prevent cyber attacks.
  • Removed malware and viruses from laptops and desktop systems using specialized software.
  • Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
  • Performed daily maintenance of computer systems to keep network processes fluid.
  • Consistently responded to customer service emails within standard window for optimal response.
  • Responded to [2-3] individual tickets every [5-15 minutes] to provide end-user support on [Workstations], [Hardware] and [Software].
  • Set up new desktop systems and configured laptops for incoming employees, loading required software and server permissions.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Facilitated system migration projects during off-hours to avoid outages and network bottlenecks.
  • Provided local and remote Tier 1 IT support for hardware and software to company personnel.
  • Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.
  • Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.

Junior System Administrator

ITT Technical Institute
Sylmar, CA
02.2013 - 02.2014
  • Provided effective resolutions to issues and escalated problems with knowledgeable support and quality service.
  • Trained internal staff members on administrative processes, work instructions and procedures to facilitate consistent and seamless company operations.
  • Consulted users to determine areas in need of improvement.
  • Promoted continuous improvement for IT governance processes.
  • Improved job tasks and mentored junior team members on best practices and standards.
  • Kept flexible schedule and resolved after-hours and weekend emergencies quickly and accurately.

IT Support Specialist

Vaughn Charter School
San Fernando, CA
06.2005 - 06.2011
  • Provided local and remote Tier 1 IT support for hardware and software to company personnel.
  • Set up new desktop systems and configured laptops for incoming employees, loading required software and server permissions.
  • Conferred with vendors to obtain replacement hardware or software and escalate more complex concerns.
  • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
  • Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.
  • Removed malware and viruses from laptops and desktop systems using specialized software.
  • Disassembled computer systems to troubleshoot and resolve hardware issues.
  • Documented repair processes and helped streamline procedures for future technical support actions.
  • Reviewed current hardware and software and recommended modifications to increase system speed.
  • Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
  • Consistently responded to customer service emails within standard window for optimal response.
  • Advised customers and users regarding required maintenance practices of diverse software systems for OEM warranty requirements and industry best practices.
  • Facilitated system migration projects during off-hours to avoid outages and network bottlenecks.
  • Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.

Information Security Analyst

Ovation
City Of Los Angeles, CA

Education

Bachelor of Science - Information System And Cybersecurity

ITT Technical Institute - Indianapolis
Sylmar, CA
1 2016

Associate of Science - Network And System Administration

ITT Technical Institute - Indianapolis
Sylmar, CA
1 2014

Skills

  • Technical support
  • Technology development
  • Oral and written communication
  • Testing and debugging
  • Optimizing and performance tuning
  • Strong analytical skills
  • Compliance and regulations
  • Online learning
  • Best practices and standards
  • Timeline management
  • UNIX/LINUX
  • Network penetration testing
  • Excellent problem solving skills
  • Information security
  • Operating systems
  • Technical help desk experience
  • Windows operating systems
  • Cybersecurity analysis
  • Team oversight
  • Information technology
  • Content management systems
  • Technical writing

Certification

  • Windows Forensics and Tools
  • Computer Hacking and Forensics
  • ACA Mac Integrations Basics 10.13
  • ACSP macOS Support Essentials 10.13
  • Learning Powershell 5

Timeline

Level II Technical Support/Information Security Analyst

Ovatio Technologies/Pinnacle Treatmet Centers
05.2021 - Current

Information Technology Administrator

Pixi
01.2021 - 05.2021

Level II Technical Support

CareIsmatic Brands
11.2020 - 03.2021

Senior IT Helpdesk Specialist

Valley community Hospital
05.2020 - 10.2020

Security Engineer

Scorpion Design Inc.
03.2019 - 03.2020

System Administrator for Video Production Team

Scorpion Design Inc.
08.2018 - 03.2020

IT Support Specialist

Scorpion Design Inc.
02.2017 - 02.2018

IT Support Specialist

Advanced Bsuiness Innovations
02.2015 - 02.2017

Junior System Administrator

ITT Technical Institute
02.2013 - 02.2014

IT Support Specialist

Vaughn Charter School
06.2005 - 06.2011

Information Security Analyst

Ovation

Bachelor of Science - Information System And Cybersecurity

ITT Technical Institute - Indianapolis

Associate of Science - Network And System Administration

ITT Technical Institute - Indianapolis
  • Windows Forensics and Tools
  • Computer Hacking and Forensics
  • ACA Mac Integrations Basics 10.13
  • ACSP macOS Support Essentials 10.13
  • Learning Powershell 5

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Luis Bernabe