Teodoro DeGuzman
Information technology
San Diego,CA
Summary
Friendly IT professional who is currently a Service Desk specialist II with over 15 years of IT experience. Demonstrated ability to integrate computer skills, customer service experience, and related education to exceed technical, business, and customer requirements. Skilled at troubleshooting and fixing problems while minimizing customer stress levels. AS in Computer Network Technology with extensive knowledge and experienced from help desk, desktop and network support. Great technical team member with positive attitude skilled at working effectively and dedicated to exceed client expectations while resolving issues timely and efficiently to continue to provide top-notch support daily.
Https://www.linkedin.com/in/teddeguzman/
Overview
16
16
years of professional experience
Work History
Service Desk Specialist II
Modis, Inc, Box Restaurant
San Diego, CA
07.2021 - Current
- Managed over 25-35 customer calls per day from corporate users located at the Restaurant Support Center and remote locations
- Use of ServiceNow ticketing system to track Incident, user requests, and to create knowledge base documentation
- Use BigFix for managing laptop BIOS, licensed software deployment and system information
- Use Zoom for remote access and support
- Support FortiClient VPN remote access
- Support Microsoft OS, cloud, and collaboration software
- Support for Dell Latitude laptops
- Support for Apple equipment including MacBook's
- Support for Voyant VOIP
- Identified issues, analyzed information and provided solutions to problems
- Actively listened to customers' requests, confirming full understanding before addressing concerns
- Resolved problems, improved operations and provided exceptional service
- Collaborated with team members to achieve target results
- Maintained excellent attendance record, consistently arriving to work on time
- Learned new skills and applied to daily tasks to improve efficiency and productivity
- Carried out day-to-day duties accurately and efficiently
- Exceeded goals through effective task prioritization and great work ethic
Senior IT Production Operations Specialist
Hays, Inc/Magellan Health Services
San Diego, CA
11.2020 - 03.2021
- Managed 20-30 customer calls per day as the Primary system support analyst for San Diego office while they transitioned to their new outsource company
- Utilizing ServiceNow Ticketing System to track Incident and user requests
- Utilizing Microsoft System Center Configuration Manager for software deployment, Remote control access
- Utilizing VMware for virtual machine
- Support Cisco AnyConnect VPN
- Support Microsoft OS, applications, cloud and communication software
- Support for Dell laptop and desktop computers
- Exceeded goals through effective task prioritization and great work ethic
- Maintained excellent attendance record, consistently arriving to work on time
- Collaborated with team members to achieve target results
System Support Specialist II
CACI International Inc/Federal Aviation Administra
San Diego, CA
11.2015 - 09.2020
- Primary System support for Southern California Tracon (SCT) and surrounding Air Traffic Control Towers San Diego, CA
- Utilizing Remedy Ticketing System to track Incident and user requests
- Utilizing Active Directory for managing accounts and objects
- Utilizing McAfee endpoint encryption manager for laptop and account management
- Utilizing Marimba Tuner and Tanium for software distribution and updates
- Support Microsoft Win7 and Win10 OS
- Support of MS OneDrive
- Support for MS Office 2016 application
- Support for MS Office365
- Support of Skype for Business 2016
- Support Exchange server-based Email on Outlook and Webmail
- Support for Dell Latitude laptop, OptiPlex desktops
- HP EliteBook and ProBook series
- Support and deployment of new desktop, laptop, server, network equipment
- Implementation and support of Aerobahn, a remote ground traffic monitoring system for LAX airport
- Configuration and deployment of network printers
- Pulse\FRACC VPN access support for remote users
- Dameware remote desktop, RDC Remote desktop connection
- Imaging of Win10 OS on laptops, desktops, and kiosks
- Work with 3rd party vendors with support on network or telecom outages
- Assist Tier III support with network switch installation, upgrades and maintenance
- Assist network engineers with troubleshooting local network issues and tracing cables in telco closet
- Asset management for inventory
- Performed technical support and troubleshooting services to optimize system performance.
- Investigated and corrected problems with printers, copiers and other peripheral devices.
- Provided faculty and staff with security software and network configuration support.
- Diagnosed and executed resolution for network and server issues.
- Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
- Exceeded goals through effective task prioritization and great work ethic.
Technical Support Specialist III
Actionet/Federal Aviation Administration
Fremont, CA
11.2014 - 10.2015
- Primary support for Oakland Air Route Traffic Control Center in Fremont, CA
- Performed support for Win 7 systems
- Performed MS Office 2010 support
- Performed MS Lync communicator support
- Performed Dell laptop and desktops support
- Performed creation of user accounts and objects on Active Directory
- Accomplished Marimba Tuner for software deployment
- Encryption with McAfee Endpoint
- Performed Dameware and RDC support for remote access
- Accomplished imaging of systems using Rufus
- Accomplished rack installation for Routers, switches and firewalls
- Troubleshooting network connectivity
- Removed malware, ransomware and other threats from laptops and desktop systems
- Monitored systems in operation and quickly troubleshot errors
- Fielded average of 40-50 inbound phone calls to deliver support and remotely resolve service issues
- Collaborated with vendors to locate replacement components and resolve advanced problems
- Explained technical information in clear terms to promote better understanding for non-technical users
- Patiently walked individuals through basic troubleshooting tasks
- Submitted service tickets for equipment maintenance requests
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals
- Patched software and installed new versions to eliminate security problems and protect data
- Configured hardware, devices and software to set up work stations for employees
- Documented support interactions for future reference
- Tracked computer equipment, peripherals and network servers via master documentation in Excel
- Analyzed issues to identify troubleshooting methods needed for quick remediation
I.T. Administrator
Mondo/GFK! Corporation
San Francisco, CA
05.2014 - 10.2014
- Primary support for Palo Alto, San Francisco, and west coast offices
- Performed support Win 7
- Performed support for MS Office Office and communication software
- Performed support for Dell laptops and desktops
- Performed asset management control for hardware
- Performed software upgrades for encryption and av protection
- Performed imaging on SCCM
- Managed trouble tickets and tasks on HP service manager
- Telecom support for Nortel IP phones and Call pilot system
- Assist network and system team with network and server installation and rollouts
- Troubleshoot network and connectivity issues to Corporate\Guest Wi-Fi
- Support Video Conferencing on Tandberg system
- Primary contact for building security access badge assignment and activation
- Oversaw development and implementation of improvements to support and network operations
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation
Consultant
EveryNetwork, Inc
Burlingame, CA
12.2013 - 04.2014
- Consultant for small to medium size companies with all IT issues and request in the Bay area
- Performed support for MS Office suite 2007-2013
- Performed support for Apple computers
- Performed troubleshooting for network devices for home and small offices
- Performed support for MDM
- Troubleshoot network equipment issues (router, switch, server, telecom)
- Setup and configure VM's using VMware and Parallels software
- Performed imaging for new devices and systems
- Analyzed problematic areas to provide recommendations and solutions.
- Onboarded and managed new client accounts to boost retention rates.
- Supported clients with business analysis, documentation and data modeling.
- Managed multiple deadlines across several businesses to meet dynamic needs of multiple clients.
- Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
- Collected, arranged and input information into database system
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
System Support Specialist II
WSquared, Inc, Google Campus
Mountain View, CA
04.2012 - 11.2013
- Infrastructure support on network equipment including Cisco Routers, Branch repeaters, and secured wireless fidelity
- Support for clinical staff at 7 Wellness centers on Google Campus
- Support of Wyse embedded Win system for ECG device
- Support for EMR software NextGen
- Support for Citrix Receiver connectivity
- Support for Wyse embedded Win7 systems for portable ECG machines
- Support for Android products, Galaxy, Nexus pads
- Support for Google services Gmail, Chrome, Docs, Drive, and hangout
- Hardware support for Mac air, Mac pro, iMac, Thunderbolt, iPhones
- Asset management for Mac Air, Thunderbolt monitors, and printers
- Remote connectivity software TeamViewer 7 and Gotoassist, and GotoMeeting
- Setup temperature recorder for vaccine storage in allergy clinic
- Performed technical support and troubleshooting services to optimize system performance.
- Investigated and corrected problems with printers, copiers and other peripheral devices.
- Provided faculty and staff with security software and network configuration support.
- Diagnosed and executed resolution for network and server issues.
- Monitored network hardware operations to evaluate proper configuration.
- Set up hardware and software in optimal configurations to meet network performance requirements.
- Designed and evaluated WAN and LAN connectivity technologies.
- Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
Field Support Technician
Insight Global\Stanford Hospital and Clinics
Palo Alto, CA
11.2011 - 04.2012
- Used HP service manager for trouble and request tickets
- Update Knowledge base upon researching new solutions
- Performed support for hospital and clinics offices
- Performed support for HP laptop, desktop and Printers
- Performed support for MDM
- Performed support for Office 2010 and remote software
- Used Dameware and RDS for remote support
- Performed support for VPN on Cisco AnyConnect
- Performed network cabling and support for Cisco router and switches
- Performed support on Cisco and Avaya VOIP setup and configuration
- Imaging of HP laptop and desktops computers
- Used Catch point for asset management
- Troubleshoot computer on wheels (COW) in Hospital and clinics
- Managed on-site and off-site installation, repair, maintenance and test tasks
- Installed new equipment and explained operation and routine maintenance protocols to customers
- Reviewed technical documentation to complete equipment maintenance and repair
- Evaluated systems according to predetermined checklist and noted issues
- Documented changes and actions in computer-based tracking system
Support Engineer
CSC/Avaya
Santa Clara, CA
08.2011 - 11.2011
- Primary technical support for North American region, USA
- Assisted customers (600 users) with LAN, WLAN and VPN (ARA) remote access
- Certified in HP service manager
- Performed troubleshooting for hardware, software, and connectivity issues
- Performed procedures for escalation to other technical support groups
- Assisted with Avaya phone system and navigation for new hires
- Hardware support for Lenovo ThinkPad T500, T400, X200 Laptops
- Imaging of new or repaired laptops using Ghost 10
- Support for Microsoft Office 2007 suite
- Configuration of MS Outlook 2007 to MS exchange server location in Westminster, CO
- Local network printing support
- Patched software and installed new versions to eliminate security problems and protect data
- Configured hardware, devices and software to set up work stations for employees
- Removed malware, ransomware and other threats from laptops and desktop systems
- Performed root cause analysis and general troubleshooting
- Monitored systems in operation and quickly troubleshot errors
- Completed proactive maintenance and repair actions to keep equipment operating at peak levels
- Delivered professional persona and attitude when dealing with unhappy or irate individuals
- Educated equipment operators on proper use of equipment
Field Technician
Today's Technologies
Huntington Beach, CA
10.2004 - 08.2011
- Provide customers with remote and telephone support
- Freelance technicians specialize in building customized, high-performance PC's and design virtual wireless networks for home and small businesses while providing service and support for computers, laptops, and printers
- Provide basic intermediate and advanced computer training on Win XP, Vista and Word2003
- Perform system diagnostic, repair, optimization, networking, hardware/software installation, virus\malware removal, and E-waste recycling
- Provide support for Blackberry's, Palm's, and smart phone devices
- Enacted successful repairs by applying technical skills and operations knowledge
- Performed annual service visits and completed preventive maintenance on systems.
- Served as technical consultant on home and small offices to maintain efficiency
- Calibrated new and existing equipment for optimal performance.
- Managed quality control initiatives to eliminate downtime and increase revenue.
Field Support Technician
TAC Worldwide\EMC Global Client Services
Irvine, CA
09.2007 - 05.2008
- Primary support technician for Avamar data center and sales office
- Performed support of Office 2010
- Performed support for Dell and Toshiba computers
- Used Peregrine to review trouble tickets and requests
- Perform NOC and SOC daily maintenance check on local servers
- Document official procedure and disaster recovery escalation guidelines
- Assist LAB technician with kick start installation and configuration of Linux OS on Dell Power Edge server
- Managed on-site and off-site installation, repair, maintenance and test tasks
- Attended product and training workshops and team meetings to maximize technical knowledge
- Installed new equipment and explained operation and routine maintenance protocols to customers
- Provided technical support to troubleshoot, repair and maintain operational efficiencies on Win XP computers
- Efficiently troubleshot and repaired computer and network equipment to cut company costs and maximize productivity
- Serviced computer equipment for expedient repair and minimal downtime
- Documented changes and actions in computer-based tracking system
LAN Analyst II/Desktop Support Technician
Wells Fargo Bank
Los Angeles, CA
03.2000 - 01.2007
- Primary LAN Analyst for 500+ local and remote users for Wells Fargo Bank Treasury Management Client Services division
- Primary Administrator for Right Fax 8.7 servers across multiple HQ
- Performed disk encryption using (Checkpoint) support and password reset
- Support Microsoft Office 2003
- Documented procedures for onboarding employees
- Performed support for VPN
- Provided support for IBM ThinkPad series, Dell Latitude and Inspiron laptops
- Provided support for Dell, IBM, and Cisco network hardware
- Provided support for Mobile devices Palm, Blackberry handhelds and smart phones
- Deployed laptop devices across multiple facilities, connecting hardware to central HQ network hubs for multi-site interconnectivity.
- Purchased, setup and installed new computers.
- Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and corporate policies.
- Obtained and evaluated information about new systems, peripherals and software technology.
- Helped streamline repair processes and update procedures for support action consistency.
- Patched software and installed new versions to eliminate security problems and protect data.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Configured hardware, devices and software to set up work stations for employees.
- Rolled out software updates and applied server patches to thwart threats from penetrating networks.
Technical Service Specialist III
Wells Fargo\Norwest Mortgage
Riverside, CA
11.1998 - 03.2000
- Member of the helpdesk call center group supporting over 5,000 users across north western region
- Opened or resolved 80-100 tickets daily using Pac2000 ticketing software
- Member of test team that trained helpdesk staff members
- Provided support for VPN (TREK)
- Provided support for Dell and IBM ThinkPad laptops
- Provided support for Office 2000\XP
- Provided support for mainframe Axcis, Attachmate, Legacy, WF proprietary software, and HOST dialup
- Involved with standby support and security preparation during Y2K alert
- Exceeded goals through effective task prioritization and great work ethic
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Handled 40-50 calls per day to address customer inquiries and concerns
- Onboarded new temps by entering employee information into systems
- Collaborated with team members to achieve target results
Education
A.S - Computer Network Technology
Mission College
Santa Clara, CA12.2022
Skills
- Skills & Qualification
- MS Windows Active Directory
- TCP/IP, DNS, WINS, DHCP
- Dell Latitude Laptops
- Lexmark and Xerox Multifunctional Printers
- Microsoft Win 7,10 and 11
- Microsoft Office365, Office for Mac 2016
- Remedy, HP Service center, and ServiceNow ticketing software
- ZOOM, WebEx, Skype video conferencing
- MacBook Model laptops
- MDM and mobile devices
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Nothing in life is to be feared. It is only to be understood.
Marie Curie
Timeline
Service Desk Specialist II
Modis, Inc, Box Restaurant
07.2021 - Current
Senior IT Production Operations Specialist
Hays, Inc/Magellan Health Services
11.2020 - 03.2021
System Support Specialist II
CACI International Inc/Federal Aviation Administra
11.2015 - 09.2020
Technical Support Specialist III
Actionet/Federal Aviation Administration
11.2014 - 10.2015
I.T. Administrator
Mondo/GFK! Corporation
05.2014 - 10.2014
Consultant
EveryNetwork, Inc
12.2013 - 04.2014
System Support Specialist II
WSquared, Inc, Google Campus
04.2012 - 11.2013
Field Support Technician
Insight Global\Stanford Hospital and Clinics
11.2011 - 04.2012
Support Engineer
CSC/Avaya
08.2011 - 11.2011
Field Support Technician
TAC Worldwide\EMC Global Client Services
09.2007 - 05.2008
Field Technician
Today's Technologies
10.2004 - 08.2011
LAN Analyst II/Desktop Support Technician
Wells Fargo Bank
03.2000 - 01.2007
Technical Service Specialist III
Wells Fargo\Norwest Mortgage
11.1998 - 03.2000
A.S - Computer Network Technology
Mission College
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