Scott Malme
San Diego,CA
Summary
Innovative IT Support Specialist with experience in selecting and setting up diverse technical equipment. Strong written and oral communication skills resulting in knowledgeable, satisfied customers. Excellent instructional and problem-solving skills reduce concerns related to new technology.
Overview
7
7
years of professional experience
Work History
IT Support Specialist
Visionaire Partners
04.2024 - Current
IT Systems Engineer
Cue Health
11.2022 - 01.2024
- Server Management: Successfully configured, maintained, managed, a portfolio of 40+ servers in vCenter and Azure Portal environments
- Security and Access Management: Granted privileged access to resources in Azure and vCenter environments, enhancing security measures
- Managed SSL certificates for multiple production servers through Sectigo, ensuring secure data transmission
- Expertise in creating and managing Active Directory security groups for internal staff and external contractors
- Backup and Disaster Recovery: Implemented and managed Azure VM backups through the Azure portal and Veeam servers for vCenter backups
- Established replication processes for backup data
- Patch Management and System Optimization: Managed server patching through SCCM, ensuring systems are up-to-date and secure
- Citrix VDI and Remote Access: Manage Citrix VDI environment with 30 instances for remote contractors, ensuring optimal performance
- Project and Ticket Management: Managed projects and tickets in the Jira ticketing system ensuring work is done in an efficient, and detailed manner
- Lead critical project to create Azure environment with multiple QA and Dev VMs, streamlining Camstar MES software configuration for production improvement
- Granted remote access to contractors using TeamViewer groups and managed permissions through Active Directory security groups.
Senior IT Support Engineer
Cue Health
12.2021 - 11.2022
- Leadership in Technical Support: Point of escalation for all IT Support and Senior IT support techs contributing to the seamless operation of on-call rotations and rapid issue resolution
- Recognized for expertise in system administration, troubleshooting skills, and successful execution of major software upgrades
- User Support and Training: Respond promptly to user tickets, offering troubleshooting steps, and ensuring effective issue resolution
- Lead in training for new IT support technicians, sharing expertise and facilitating knowledge transfer
- Documentation and Knowledge Management: Create comprehensive documentation for issue fixes and installation guides, fostering a knowledge-sharing culture within the IT team
- Administrative Proficiency: Administrator for Okta - passwords, MFA, and assigning new applications
- Serve as an administrator on Jumpcloud resolving issues, creating accounts, and resetting passwords
- Super Admin in Gsuite creating Create distribution groups, configure SMTP profiles for scan-to-email setups, managed Google drive for external access
- Administer on Intune helping password resets, and managing of mobile devices
- Software Upgrades and Deployment: Lead technician for the major version upgrade of Solidworks from 2015 to 2021, including introduction of Solidworks PDM document management to engineering teams
- Printer Management: Lead technician overseeing the entire printer infrastructure
- Create 4 print servers in Vcenter with the goal so the user could add the printer without admin rights
- Troubleshoot issues with connectivity
- Manage agreement with Office depot - maintained the server so it would accurately measure the ink levels for more efficient ordering
- Also setup and maintained several label printers through Netsuite ERP
- Proficient in setting up scan-to-email functionalities and providing basic printer repair and maintenance
- Conference Room Setup and Troubleshooting: Extensive experience in setting up and troubleshooting Zoom rooms, contributing to efficient and seamless virtual and in-person meetings
- Admin role in Zoom portal troubleshooting connectivity, and patching scheduling and issues.
IT Support Engineer
Cue Health
05.2021 - 11.2021
- Averaged 10-25 tickets a day completed depending on difficulty
- Assist senior IT engineers with different projects that need to be completed
- Was onboarding up to 100 people every week due to need to manufacture more Covid PCR tests
IT Support
Approved Freight Forwarding
05.2019 - 04.2021
- Provided both in person and remote assistance to 300+ end users via Fresh Service ticketing system to our San Diego, City of Industry, Hawaii, Alaska and Guam locations escalating to our IT Manager when needed
- Also would provide on call for support urgent issues after hours Provide quick hardware and software support for users; ensure problems are managed and resolved quickly
- Assist users of various levels of computer knowledge in the utilization of a variety of new and existing software
- Configure all laptop and workstation computers and peripheral devices so when I would join them to the correct, placing the computer in the correct OU in Active directory it would auto provision Office365 license, Sophos virus protection automatically
- Setting up all printers according to standardized naming convention using setting up DHCP reservations
- Create all users via Manage Engine tool - adding the Employee ID, Employee Number, and Department name for better tracking in Active Directory
- Adding and removing users to distribution group emails
- Setup new phones in PBX system, or re-provision to new employees, setup voicemail access through the web and via email notification
- Setup call forwards from desktop phone to work and personal cell phones (especially during the Pandemic)
- Supported FreePBX and Digium phone systems (San Diego), and one of the Islands Grandstream (Alaska)
- Setup work cell phones remotely - provisioning the cell phone to the user via Manage Engine MDM so they can install Office365 apps (Teams, Outlook etc)
- Added users to specific active directory groups (VPN, Remote Access Group) for remote work
- Also remoting into the cell phone via ManageEngine or Zoho Assist if extra help needed
- Setup new users in CargoWise system, adjust/ and set permissions and also deactivate if needed for terminations.
IT Support
12.2017 - 12.2018
- Responded to tickets in multiple several different ticketing systems based on urgency remotely, over the phone, and in person
- Assisted with issues ranging of computer/printer network connectivity issues, hardware issue, and software issues
- Rolled out MFA to comply with Department of Defense requirement for 3,000 end users
- Go through equipment (desktops, laptops, monitors, mice, and keyboards) to determine if it can be used or needs to be e-wasted
- Would perform hardware and software diagnostics to determine this.
Education
AA Degree - Network and Desktop Systems Administration
Mira Costa Community College
Computer Desktop Support Specialist -
Mira Costa Community College
AA Degree - Social and Behavioral Sciences
Mira Costa Community College
Skills
- Virtualization Technologies
- Hardware maintenance
- Server Management
- User Training
- Operating system management
- Hardware upgrades
- Mobile Device Management
- System Configuration
- Backup and recovery
- Wireless area networking
- Application support
- Wireless Networking
- Desktop support
- Configuration Management
- System enhancement
- Software Licensing
- Remote Diagnostics
- Asset Management
- Technical Support
- Incident Management
- Customer Service
- Mac OS Operating System
- Hardware diagnostics
- Local Area Networking
- Asset Management
- Technical Support
- Incident Management
- Customer Service
- Mac OS Operating System
- Hardware diagnostics
- Windows Operating System
- Technical support expertise
- System Administration
- Local Area Networking
- Asset Management
- Technical Support
- Incident Management
- Customer Service
- Mac OS Operating System
- Hardware diagnostics
- Windows Operating System
- Technical support expertise
- Local Area Networking
- Asset Management
- Technical Support
- Incident Management
- Customer Service
- Mac OS Operating System
- Hardware diagnostics
- Windows Operating System
- Technical support expertise
- System Administration
- Local Area Networking
- Asset Management
- Technical Support
- Incident Management
- Customer Service
- Mac OS Operating System
- Hardware diagnostics
- Windows Operating System
- Technical support expertise
- System Administration
- Local Area Networking
- Asset Management
- Technical Support
- Incident Management
- Customer Service
- Mac OS Operating System
- Hardware diagnostics
- Technical support expertise
- System Administration
- Local Area Networking
- Asset Management
- Technical Support
- Incident Management
- Customer Service
- Mac OS Operating System
- Hardware diagnostics
- Windows Operating System
- Technical support expertise
- System Administration
- Local Area Networking
- Asset Management
- Technical Support
- Incident Management
- Customer Service
- Mac OS Operating System
- Hardware diagnostics
- Windows Operating System
- Technical support expertise
- System Administration
- Local Area Networking
- Asset Management
- Technical Support
- Incident Management
- Customer Service
- Mac OS Operating System
- Hardware diagnostics
- Windows Operating System
- Technical support expertise
- System Administration
- Local Area Networking
Locations
San Diego, 92130
Hobbies and Interests
- Ice hockey
- Skiing
- Snowboarding
- Surfing
Skiing, Snowboarding, ice skating, walking my dog, coin collecting
Ive been skiing and snowboarding in Mammoth for over 30 years with my family. My dog is named Ollie, he is a Mini Golden Doodle. I mostly collect old American coins, like Silver Morgan Dollars. I have been playing ice hockey and roller hockey off and on for a while and enjoy skating as a way to stay active.
Timeline
IT Support Specialist
Visionaire Partners
04.2024 - Current
IT Systems Engineer
Cue Health
11.2022 - 01.2024
Senior IT Support Engineer
Cue Health
12.2021 - 11.2022
IT Support Engineer
Cue Health
05.2021 - 11.2021
IT Support
Approved Freight Forwarding
05.2019 - 04.2021
IT Support
12.2017 - 12.2018
AA Degree - Network and Desktop Systems Administration
Mira Costa Community College
Computer Desktop Support Specialist -
Mira Costa Community College
AA Degree - Social and Behavioral Sciences
Mira Costa Community College
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