Malik Taylor
Los Angeles,CA
Summary
Results-oriented IT Professional with over 10 years in technical delivery and desktop engineering within dynamic studio and enterprise settings. Deliver comprehensive helpdesk support, managing troubleshooting for workstation, mobile, and network services across Windows and macOS. Streamline operations by documenting standard operating procedures and managing user lifecycle provisioning, ensuring exceptional customer support for business units and production teams.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Desktop Support Technician
Teksystems
Los Angeles, CA
12.2025 - Current
- Incident Resolution: Interface directly with high-priority end users during critical technical failures; lead and resolve incidents efficiently utilizing enterprise ticketing systems (ServiceNow / Jira) while maintaining rigorous documentation.
- Helpdesk Coverage: Provide high-touch, first- and second-level technical coverage and troubleshooting for local and remote internal clients handling hardware, software, laptops, and network services.
- User Provisioning & Security: Configure and manage user account lifecycle provisioning, access permissions, and group policies via Active Directory, ensuring alignment with industry security best practices.
- Managed hardware inventory and deployment processes, ensuring resources were allocated effectively and reducing downtime for users.: Perform rigorous inventory management of hardware and team resources; utilize automated workstation build and imaging technologies to configure and deploy multi-OS systems at scale.
- Proactive Operations: Work proactively to determine potential issues existing in the environment and apply performance tuning techniques to optimize system health.
- Drafted and maintained standard operating procedures (SOPs) and knowledge base articles, enhancing IT support response times and improving service consistency.
- Facilitated collaboration among technical staff and users, resolving issues efficiently while ensuring alignment with information security protocols.: Interact effectively with users of varying technical competency, management, and staff, while collaborating with Information Security teams regarding data integrity and system best practices.
- Studio Operations: Deliver technology services for corporate events alongside on-site studio operations support for point of sale (POS) and register systems.
Operations Support Analyst
Randstad Technologies
Los Angeles, CA
12.2019 - 06.2024
- Cross-Platform Support: Installed, configured, and troubleshot hardware and software components for a network of 1500+ employees across Windows and macOS platforms, ensuring seamless operations.
- Account Administration: Managed Active Directory accounts, group policies, and Office 365 profiles, ensuring proper access and functionality for users.
- Critical Escalations: Led technical resolution on SEV1 and SEV2 issues, coordinating cross-functional teams to conduct rapid root-cause analysis and implement effective solutions.Cross-Platform Support: Installed, configured, and troubleshot hardware and software components across a 1500+ employee network environment on both Windows and macOS platforms.
- Enterprise Imaging: Spearheaded the corporate imaging and provisioning project for Windows PCs, tablets, Thin Clients, iMacs, MacBook Pros, Mac Towers, and MacBook Airs using both Jamf and SCCM.
- Critical Escalations: Assumed technical lead on SEV1 and SEV2 issues, bringing necessary cross-functional teams together concurrently to drive rapid root-cause analysis and resolution.Cross-Platform Support: Installed, configured, and troubleshot hardware and software components across a 1500+ employee network environment on both Windows and macOS platforms.
- Enterprise Imaging: Spearheaded the corporate imaging and provisioning project for Windows PCs, tablets, Thin Clients, iMacs, MacBook Pros, Mac Towers, and MacBook Airs using both Jamf and SCCM.
- Account Administration: Administered Active Directory accounts, group policies, and Office 365 profiles (including mail profiles, shared mailboxes, and distribution lists).
- Critical Escalations: Assumed technical lead on SEV1 and SEV2 issues, bringing necessary cross-functional teams together concurrently to drive rapid root-cause analysis and resolution.Cross-Platform Support: Installed, configured, and troubleshot hardware and software components across a 1500+ employee network environment on both Windows and macOS platforms.
- Enterprise Imaging: Spearheaded the corporate imaging and provisioning project for Windows PCs, tablets, Thin Clients, iMacs, MacBook Pros, Mac Towers, and MacBook Airs using both Jamf and SCCM.
- Account Administration: Administered Active Directory accounts, group policies, and Office 365 profiles (including mail profiles, shared mailboxes, and distribution lists).
- Critical Escalations: Assumed technical lead on SEV1 and SEV2 issues, bringing necessary cross-functional teams together concurrently to drive rapid root-cause analysis and resolution.
- National Football League— Los Angeles, CA
Data Center Operations Analyst
NTT
Los Angeles, CA
12.2016 - 06.2023
- Processed incoming and outgoing data, ensuring seamless production cutovers and operational reporting for clients in high-availability medical environments.
- Monitored infrastructure fault lines using Cisco Transport Manager (CTM), SolarWinds, and WhiteRock to ensure continuous network uptime and data transport.
- Maintained server calibration and minimized data delivery downtime by gaining familiarity with distributed enterprise storage technologies (SAN, NAS).
- Cedar Sinai Hospital, Los Angeles, CA
Desktop Engineer II
AEIO
Los Angeles, CA
05.2015 - 12.2016
- Led effort to maintain and optimize proprietary infrastructure systems, including Cerner Millennium, Cerner Pathnet, and Imprivata OneSign SSO applications within Citrix environments, ensuring system reliability.
- Coordinated training sessions across functions for team deployment and utilization of Jamf (Mac) and SCCM for Windows deployment pipelines, enhancing team capability.
- Martin Luther King Jr. Community Hospital — Los Angeles, CA
Network Operations Analyst
Net Data Centers
El Segundo, CA
10.2011 - 02.2015
- Monitored fault and performance of network infrastructure and networked applications.
- Designed and configured a novel ticketing system using BMC Service Desk.
- Reorganized project components to align with client requirements and designed solutions addressing customer needs.
- Drafted test/turn-up procedures (Bert, RFC, etc.) ensuring fiber optics and copper OSP circuits were compliant with regulatory standards.
- Investigated and researched workflow improvements, leading to enhanced operational efficiency.
- El Segundo, CA
Education
A.A. - Liberal Arts
Santa Monica College
Santa Monica, CASkills
- Incident management
- Incident resolution
- User provisioning
- Remote Support
- Workstation imaging
- Network Infrastructure & Connectivity Troubleshooting
- Common Software Applications
- SOP documentation
- Cross-platform engineering
- Basic Storage Solutions
Certification
- CCNP
- CCNA
- CompTIA A+
- MCP
- Net+
Technological Proficiencies
MS Office (Word, Excel, Outlook, Access), instant messaging software, VMware applications, Internet Explorer, Firefox, Chrome, Safari, HEAT, Remedy, ServiceNow, Altiris, Eznoc, Track-It, Routers, Firewalls, Switches (managed/unmanaged), Hubs, Bridges, WAPs, Modems, Desktop/Laptops, Servers, Motherboards, Printers, Scanners, LAN & VPN/Remote Connectivity, TCP/IP, IPX/SPX, NetBeui, DHCP, Ethernet, WAN/LAN, WLAN, WINS, Windows 7/8, Mac OS, iOS, Android, Cisco
Websites
Timeline
Desktop Support Technician
Teksystems
12.2025 - Current
Operations Support Analyst
Randstad Technologies
12.2019 - 06.2024
Data Center Operations Analyst
NTT
12.2016 - 06.2023
Desktop Engineer II
AEIO
05.2015 - 12.2016
Network Operations Analyst
Net Data Centers
10.2011 - 02.2015
A.A. - Liberal Arts
Santa Monica College