Summary
Overview
Work History
Education
Skills
Timeline
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Nicholas Palaca

Los Angeles,CA

Summary

Highly skilled and adaptable IT professional with experience in supporting and maintaining network components, workstations, printers, and related software in an operational environment. Continuously exhibited expertise in system build, installation, performance monitoring, and improvement of equipment. Committed to meeting departmental requirements and delivering exceptional service in dynamic, high-pressure environments.

Overview

8
8
years of professional experience

Work History

Systems Engineer, Voice - Network Communications

Sony
10.2022 - Current
  • Improved system performance by identifying and resolving technical issues in a timely manner.
  • Oversaw development and maintenance of organization computer systems.
  • Worked side by side with technician's for six months to troubleshoot and solve network issues.
  • Managed installation, upgrade and deployment projects and provided on-site direction for network engineers.
  • Shadowed various roles and workflows, honing my skills in problem-solving, project management, and cross-functional collaboration to contribute effectively to team success.

Information Technology Specialist

U.S. Army Reserve
06.2016 - 06.2023
  • Remained up-to-date on latest technologies and solutions applicable to company products in order to provide best support to end-users.
  • Managed customers' expectations of support and technology functionality in order to provide positive user experience.
  • Implemented company policies, technical procedures and standards for preserving the integrity and security of data, reports and access.
  • Installed, modified and repaired software and hardware to resolve technical issues.
  • Ensured data security, implementing encryption measures and access controls for sensitive information.
  • Facilitated best user experience through continuous support, training classes, webinars, improvements and communication of system changes.

Desktop Support Specialist

Ehealth Inc.
06.2020 - 06.2021
  • Monitored Zendesk and Jira ticketing systems to resolved technical issues remotely, also monitored forty end users in office.
  • Managed end-user accounts and permissions in Active Directory, overseeing correct provisioning of access rights in accordance with security best practices and approved policies.
  • Imaged over forty desktops with SCCM and fifty Thin Clients with a USB.
  • Maintained 250 tickets solved a month with a first response time of five minutes and a full resolution time of one hour.
  • Used Various remote tools like Zoom, DameWare, Logmein123, and Remote Desktop connection to solve technical issues.
  • Created over one hundred user accounts and phone accounts in CCM.
  • Created over fifty voicemail accounts in Cisco Unity.
  • Resolved various issues relating to Cisco Jabber.
  • Troubleshooted various VPN issues using Symantec VIP Manager.
  • Followed the procedures with equipment on a Legal holds list.
  • Unlocked over thirty end users computers remotely using Symantec Encryption Server.
  • Resolved Microsoft outlook issues using Exchange admin Center.
  • Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
  • Created documentation of a technical process to be used by over one thousand end users.
  • Input various computer systems into Oomnitza for asset tracking.
  • Added printers to the network and connected computers to them.

Information Systems Technician

City Of Davis
06.2018 - 08.2018
  • Installed, configured and patched users hardware and software.
  • Implemented security policies and distributed updates to end users.
  • Handled service requests, including initial troubleshooting and escalation.
  • Recommended network security standards to management.
  • Implemented company policies, technical procedures and standards for preserving the integrity and security of data, reports and access.
  • Provided documentation on start-up, shut down and first level troubleshooting of processes to help desk staff.
  • Consistently met deadlines and requirements for all production work orders.

Education

Bachelor of Science - Management Information Systems

CSU Long Beach
Long Beach, CA
07.2023

Associate of Science - Business Administration

American River College
Sacramento, CA
05.2020

Skills

  • Technical troubleshooting
  • Active Directory
  • Network Understanding
  • Cisco Call Manager
  • Adaptability to new technologies
  • IT security best practices
  • Imaging desktops
  • End-user prioritization and support
  • Excellent communication skills
  • Equipment setup
  • System upgrades
  • TCP/IP protocol

Timeline

Systems Engineer, Voice - Network Communications

Sony
10.2022 - Current

Desktop Support Specialist

Ehealth Inc.
06.2020 - 06.2021

Information Systems Technician

City Of Davis
06.2018 - 08.2018

Information Technology Specialist

U.S. Army Reserve
06.2016 - 06.2023

Bachelor of Science - Management Information Systems

CSU Long Beach

Associate of Science - Business Administration

American River College

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Nicholas Palaca