Mark Paguio

Results-driven System Administrator with extensive experience enhancing technological processes, managing IT operations, fulfilling stakeholder expectations, and creating bottom-line impact and organizational transformations through technological enhancement initiatives and programs aligned with emergent business needs. Skilled in planning, organizing, and evaluating an organization's technological resource functions and performance. Notable success in initiating onboarding and outboard process with HR, Security, and Operation team. Known for developing progressive and proactive information technology procedures that provide a streamlined, efficient, and effective process. Expert at resolving break-fix issues and complex technological errors ensuring compliance with global laws, regulations, and policies.

• Collaborated with team of [Number] in the development of [Project name].
• Achieved [Result] by introducing [Software] for [Type] tasks.
• Documented and resolved [Issue] which led to [Results].

• IT Specialist, U.S. Military Entrance Processing Station, El Segundo, CA, 05/2018, Present, Serves as independent IT Administrator for the Los Angeles Military Entrance Processing Station. Manages IT systems in different applications including Medical, Testing, Human Resources, and Service Liaisons programs for processing military enlistees. Provides IT customer support and oversees the daily operation of the Information Technology department such as maintaining IT Infrastructure including servers (virtual and physical), network equipment, and systems and services and its IT life cycle. Established and maintained disaster recovery and business continuity plan. Identify where improvements are needed and provide recommended solutions to senior leadership and business partners., Maintains 100 percent accountability of all IT assets. Ensures functionality of all computers, printers, and IT devices for various departments in the Military Entrance Processing Station (MEPS) on the daily basis. Provides professional and timely response to all IT-related issues reducing work delays and user downtime. Consummate troubleshooting skills in providing resolutions to any system applications, network, printer, and hardware failures while patiently training users in the proper use of computers and devices to prevent repeated issues., Provides first-rate customer service. Expeditiously and professionally actioned and followed up over 70 reported work tickets per month and over 60 non-assigned tickets meeting well above the 90% resolutions and priority target requirements. Resourcefully and dutifully referred customers to appropriate resources for inquiry and/or the resolution of complex IT problems while immediately coordinating technical support from higher echelon IT and service contract vendors., Provides senior leadership with recommendations, deficiencies, and progress reports of IT-related issues and projects. Recommend and provides purchasing information for Infrastructure solutions, hardware, and software upgrades. Managed on-site IT projects including installations of IT communication devices, routing of Ethernet cables and fiber-optics extensions, and recently the installation of access points for the Wireless Intrusion Prevention System at the MEPS. Effectively manages and coordinates updates policies for Windows OS, Microsoft, MEPS systems, and other third-party software maintenance updates. Performs various software installs, re-imaging workstations, and configuring printers and IT devices as needed. Coordinates service vendors' calls for repairs and replacement of defective hardware devices., Effectively manage MEPS data center and telecommunication rooms. Reorganized the server room to maximize effectiveness and manageability. Reconfigured 3 UPS (Uninterrupted Power Supply) devices and corrected load distribution from supported devices (switches, routers, and servers) prolonging UPS battery life. Organized and labeled IT equipment for easy tracking and accountability. Volunteered to assist in USMEPCOM IG Inspections for other MEPS, greatly improving their IT capacity and function. Demonstrated good networking skills, troubleshoots and resolves minor network connectivity issues, and reports major outages to USMEPCOM Network engineers. Performs daily vulnerability checks through ACAS system maintaining system and network security. Manage various network protocols from static, and dynamic and configure VLAN, TCIP, wireless and it's security/, Manages users' accounts and performs system administration of all employees in Active Directory. Participates in onboarding/outboard process for new employees and separating employees to ensure proper deactivation of accounts and turnover of technological equipment such as laptops, monitors, cellphones, etc., Provided front-line or first responder support to IT server-related customer service calls. Provides support, management, implementation, and optimization of server hardware and operating systems. Organized and managed the installation and integration of systems fixes, updates, and enhancements and provides IT technical support related to the implementation of area policies and procedures. Manages the installation and integration of system fixes, updates, and enhancements, and installs, configures, troubleshoots, and maintains customer hardware and server operating systems and software. Serves as project leader or participates as a team member on ad hoc and/or standing work groups in a virtual environment accountable to the commander and division chief., Applied cyber security technologies, including COMSEC and OPSEC, on computer systems, digital communications systems, network protocols, computer architectures, and computer security penetration tools and techniques. Implemented a Cyber Security Program including policies, procedures, and incident response based on ISO 27001 certification standards, NIST, and CIS Benchmarks. Coordinated and facilitate with other business units in provisioning new IT Infrastructure services while adhering to IT Infrastructure standards and policies. Also ensure appropriate security and access controls are in place, commensurate with the risk and magnitude of the harm resulting from the loss, misuse, or unauthorized access to or modification of information.
• Senior IT Desktop Technician, Kaiser Permanente, Pasadena, CA, 12/2016, 05/2018, Leads and facilitates efforts and expertise of a wide range of disciplines with service providers and vendors. Serves as an expert in Information Technology projects and advises management on major IT product and/or service issues. Develops and implements project management procedures, tools, templates, activities, and infrastructures. Manages all IT projects and responsible for distributing subordinates all necessary tasks including application development efforts, systems upgrades, and installations, telecommunications, technology outsourcing, IT security initiatives, etc., Provide technical advice to senior management officials and strategic IT recommendations for new and/or substantially modified information technology projects; Collaborated with teammates and junior IT personnel to identify process improvements. Experienced and knowledgeable in a corporate environment, integrating and implementing solutions utilizing virtualization, storage, network, and other utilities to support the infrastructure., Oversee and manage IT personnel in various phases of IT-related projects and user requirements, objectives, and alternative solutions, by obtaining costs relating to information technology resource requirements., Provided alternative solutions and develop detailed design proposals that specify the products to be developed, user interfaces, systems, and conversion requirements., Prepared procurement requests, develop statements of work and reviewed contract proposals, and may serve as a Point of Contact for technical issues in monitoring vendor/contractor performances; implementation, evaluation, and/or dissemination of Kaiser Permanente IT components, tools, and procedures., Worked on complex issues in the planning, analysis, design, development, testing, quality assurance, installation, implementation, maintenance, and/or management of information systems needed to deliver IT services in support of the mission., Ensured appropriate security and access controls are in place, commensurate with the risk and magnitude of the harm resulting from the loss, misuse, or unauthorized access to or modification of information.
• IT Analyst, Pronology Inc, Van Nuys, CA, 91406, 03/2016, 12/2016, Supported the implementation and maintenance of network and system services, monitored network and system performance; and troubleshoot problems as they arise. Conduct integrated analysis of multiple audit logs (e.g. firewall, Web server). Participate in design, development, acceptance testing, and implementation of software programs and/or computer equipment. Develop flow diagrams and/or pseudo-code. Test and debug programs according to detailed requirements. Install, test, and configure network workstations and peripherals; and instruct customers in logging on and accessing network services., Maintained database operations, assist in returning disrupted database systems to normal operations; and create reports and manipulate data in response to customer requirements. Prepare and maintain documentation outlining equipment operations and preventative maintenance. Prepared and maintained documentation outlining equipment operations and preventative maintenance., Analyzed complete documentation optimal time and reliability of systems to provide necessary information for contract enforcement. Provide advice and assistance concerning computer software and/or equipment specifications for the utilization and acquisition and resolve issues involving conflicting requirements., Assist and/or lead local projects, prepare and present findings, or recommend action involving the analysis of complex problems related to equipment and/or software utilization and acquisition and developed company product, documented necessary findings to make the product better, and configure to customer need., Notable Project: Dancing with the stars, Grammy's, Emmys, America's Got Talent, Hairspray, and The Voice.