Rafael Valdez
Santa Clara,CA
Summary
I enjoy working with technology and users in solving their tech problems. Focusing in providing the best user experience possible.
Overview
14
14
years of professional experience
Work History
IT Engineer
Uniphore
08.2021 - Current
- Work directly with global IT managers and VP of IT/Infosec.
- Provide global internal tier 1,2 and 3 tech support for all users including ELT C suit.
- Provide training and guidance to Level 1 and 2 support teams.
- Azure/Entra/ Administrator - remove groups, add groups, exchange, distribution list, shared mailboxs.
- Kandji MDM set up from POC to production over 250 devices.
- Create SOP for Mac devices.
- Handle sensitive security problems in MS Defender.
- Zoom - handle zoom request from ELT and users.
- CrowdStrike - check sensor health, remove and add devices.
- Developed SOP documentation for IT processes, which are adopted company wide.
- Handle global tickets using Freshworks.
- Managed IT projects from inception to completion.
- DLP software admin.
- Set up laptops for new hires.
- Offboard users.
- Work with HR, Finance Marketing teams.
RSC
AT&T
08.2010 - 06.2021
- Provide remote and hands on tech support for iOS, Windows Mobile, Android OS, IOT devices, hotspot, wireless devices, GPS trackers, wireless Bluetooth printers, data connect devices, connected cars, smart TV's, monitors, streaming devices. Managed everything with WIFI and cellular radio. Monitors
- Customer service mindset, 100 percent customer satisfaction (C-Sat) using C-Sat from actual customers
- Explain technical issues and technical technologies in simple terms.
- Resolved device issues with network, hardware and software.
- Configured hardware, devices and software to set up work stations for employees.
- Assisted customers with product selection based on stated needs, proposed use and budget.
IT Security- Internship
Bank Of The West, BNP Paribas
06.2020 - 08.2020
- Worked with the Security infrastructure engineer team focusing on security and updates.
- Provided remote tech support for all of the banks teams in applications such Adobe, Microsoft excel, turning on and off servers in VM vSphere, Cisco WebEx, thin client and HP laptops.
- Splunk – Monitor, search and analyze servers, check current updates. Report back to senior members.
- VM vSphere Cluster, check server update cycles, analyze issues and report to senior members.
- Document new security policies, contact end users, create how-to guides.
- Cherwell (Ivanti) ticket System to manage incident reports.
- Sorted and organized materials such as how-to files, tracking spreadsheets and reports.
- Sat in on meetings with executives and managers.
IT Support-Internship
Reading Partners
06.2020 - 08.2020
- Tracking helpdesk cases from beginning through completion did not have ticket system.
- Reading partners did not have MDM at that time.
- Provide support over phone, email and video chat.
- Troubleshooting general issues with macOS while systems were being deployed.
- Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
Education
Bachelor of Science - Business Information Technology management
California State University - East Bay
Hayward, CA08.2020
Skills
- IOS
- Android devices
- Windows Systems
- MacOS
- Azure/Entra
- AD
- CrowdStrike Falcon
- Kandji
- VM Workspace One MDM
- Automox
- Freshworks
- Zoom
- Slack
- Microsoft Defender
Timeline
IT Engineer
Uniphore
08.2021 - Current
IT Security- Internship
Bank Of The West, BNP Paribas
06.2020 - 08.2020
IT Support-Internship
Reading Partners
06.2020 - 08.2020
RSC
AT&T
08.2010 - 06.2021
Bachelor of Science - Business Information Technology management
California State University - East Bay
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