Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Michael Y. Pacheco

Information Technology
Burbank,CA

Summary

Highly skilled Technology Analyst III with significant experience in IT system analysis, support desk, and project management. Demonstrates robust problem-solving skills and a strong aptitude for technology trends. Provided substantial contributions to previous roles by enhancing system efficiency and streamlining processes. Skilled at interpreting business requirements and translating them into effective technical solutions.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Technology Analyst III

Regency Centers
Los Angeles
03.2022 - Current
  • Install, configure, support, and troubleshoot network communications hardware and software to allow secure access to network resources, both remotely and locally.
  • Create and manage users' accounts on assigned network servers and appliances using Active Directory.
  • Managed onboarding and offboarding of employees, including Active Directory and Microsoft 365 account setups.
  • Perform Active Directory, Azure, Okta, and Microsoft 365 clean-up.
  • Deployed Office 365 using SCCM.
  • Created and maintained monthly security Windows and Patch My PC packages for workstations and servers using SCCM.
  • Managed Egnyte file migration projects and file server decommissioning.
  • Provided technical support to internal teams on various software packages.
  • Tested applications for functionality and usability prior to release.
  • Administered Zoom Phone accounts, including provisioning, maintenance, review, and training.
  • Configured and tested computer systems, hardware, printers, and other peripherals.
  • Assisted with network configuration and troubleshooting of LAN and WAN issues.
  • Network Cisco Switch and Meraki refreshes.
  • Maintained up-to-date documentation on system configurations, processes, and standard operating procedures.
  • Server and cabling installation.
  • Assessed user feedback to continuously improve system usability and functionality.
  • Facilitated communication between IT and other departments to align technology solutions with business objectives.
  • Managed access controls and security protocols to protect sensitive information and ensure system integrity.
  • Provided technical support and troubleshooting for system issues, ensuring minimal downtime and maintaining productivity.
  • Resolved client-reported incidents in a timely manner.
  • Performed file restores, disk space management, and file transfers.
  • Troubleshot end user problems related to hardware, software applications, networks.
  • Created scripts using scripting languages like PowerShell to automate tasks or processes.
  • Developed training materials for users on how to use various IT systems.
  • Managed inventory of IT equipment including laptops and desktops.
  • Collaborated with team members to develop strategies for improving customer service experience.
  • Reviewed requests for service to resolve IT difficulties, documenting and fielding tickets to improve problem resolution.
  • Assisted customers with various types of technical issues via email, live chat, and telephone for advanced support.
  • Used remote login tools to assist clients with technical and product questions.
  • Walked customers through common phone hardware and software configurations to maximize service functionality.
  • Demonstrated advanced product knowledge to solve customer issues.
  • Delivered local and remote Tier 2 and 3 IT support for hardware and software to company personnel.
  • Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.
  • Trained new support representatives on troubleshooting techniques and company support protocols.
  • Escalated complex issues to senior technical staff, ensuring proper follow-through until resolved.
  • Recommended and implemented upgrades to hardware and software to ensure systems remained current and secure.
  • Trained staff and users to work with computer systems and programs.
  • Provided technical assistance and support to customers over the phone and in person.

Support Technologist II

Rgency Centers
Los Angeles, CA
01.2017 - 03.2022
  • Developed, tested and deployed software applications to meet customer requirements.
  • Served as first point of contact for incoming technical service calls and emails.
  • Provided training sessions for users on how to use new software applications effectively.
  • Installed operating systems on physical, virtual machines for testing purposes.
  • Deployed application updates, after thorough testing, were completed successfully using SCCM.
  • Assigned and reviewed daily tickets with the support team and iVenture.
  • Restored folders/files from backup servers or Egnyte.
  • Create Knowledge Base documentation.
  • Maintain software inventory and renewals.
  • Utilized remote tools for software and hardware troubleshooting.
  • Handled Citrix apps portal troubleshooting and Citrix server upgrades.
  • Mentored junior members of the network team.
  • Provided technical support to users regarding hardware, software and network related issues.
  • Installed and configured hardware such as printers, scanners, monitors, keyboards and mice.
  • Troubleshot computer systems to identify and resolve operating system and application problems.
  • Configured user accounts in Active Directory for access to corporate resources.
  • Diagnosed network connectivity issues by troubleshooting LAN and WAN components including routers, switches and cables.
  • Resolved customer service requests in a timely manner according to established SLAs.
  • Set up equipment for employee use, performing or properly installing cables, operating systems or software.
  • Installed and performed minor repairs to hardware, software or peripheral equipment.
  • Maintained positive working relationship with fellow staff and management.

IT Technician II – System and Network Support

Western General Agency Inc.
Van Nuys, CA
03.2006 - 05.2016
  • Installed and configured hardware, software, systems, networks, printers, and scanners.
  • Maintained user accounts in Active Directory and Novell environments.
  • Troubleshot system issues related to network connectivity, software installation and configuration, printing.
  • Create and manage users' accounts on assigned network servers and appliances using Active Directory.
  • Implement desktop and network hardware and software upgrades.
  • Provide all-around support, including reviews and resolution of network and server equipment, for performance and reliability issues.
  • Maintain problem status and resolution information in the ticketing database.
  • Created technical training manuals and provided training to users.
  • Documented software installation procedures and troubleshooting recommendations.
  • Utilized secure meeting remote tool to provide remote access to in-house and external users for remotely repairing software and hardware issues.
  • Conduct hardware inventory and tracking.
  • Research, recommend, and procure hardware and software upgrades.
  • Duties include network maintenance, monitoring, ensuring data security, managing backups, and adhering to legal compliance.
  • Maintain daily tape backups with Symantec Backup Exec.
  • Use Symantec Livestate to capture a point-in-time operating state and for full system restoration.
  • Install and support Virtual PC to create multiple operating systems on the host for software testing.
  • Implement secure file transfer protocol (SFTP) and establish site connections for outside vendors moving sensitive data.

Education

Bachelor of Science - Information Technology

University of Phoenix
Woodland Hills, CA
10-2008

Skills

  • Active Directory Management
  • SCCM (System Center Configuration Manager)
  • Azure Virtual Machine
  • Network configuration and troubleshooting
  • Office 365
  • Advanced Technical Support
  • Advanced Customer Support
  • Business Process Workflow
  • Technical reporting
  • IT service management
  • Zoom Phone
  • Cisco Meraki
  • Staff education and training
  • Remote Support
  • Mobile Device Management
  • Patch management
  • Software Installation
  • Application support
  • Ticket support system management

Certification

  • ITIL

Timeline

Technology Analyst III

Regency Centers
03.2022 - Current

Support Technologist II

Rgency Centers
01.2017 - 03.2022

IT Technician II – System and Network Support

Western General Agency Inc.
03.2006 - 05.2016

Bachelor of Science - Information Technology

University of Phoenix

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Michael Y. PachecoInformation Technology