Walter Ourganjian
Milpitas,CA
Summary
Talented professional with extensive experience in information systems planning and data analysis. Proactive and goal-oriented with top strengths in coordinating projects and solving computer, operational or team issues.
Overview
25
25
years of professional experience
Work History
Information Systems Analyst
Santa Clara County
San Jose, CA
07.2015 - Current
- Application Support(SME) for the Consumer and Environmental Protection Agency
- Document IT applications and share with the County helpdesk for remote support
- Provide 1st and 2nd level support to users on the phone, on-site and remote support, with an emphasis on first contact resolution
- Assist staff members with Apple Products both IOS and OS X operating system
- Troubleshoot email and TCP/IP connectivity issues for local & remote users
- Troubleshoot drive connection and TCP/IP connectivity issues for local & remote user
- Administer user accounts, reset Windows passwords and verify/grant individual and group permissions using Active Directory
- Use Remote support applications including Remote Assistance, Remote Desktop and GotoAssist
- Use Active Directory and SCCM to push & update software to customers PC
- Resolve issues involving VPN connectivity for clients
- Use LanSweeper to analyze and repair operating software and hardware
- Use K2 Management application to analyze epars and re-route accordingly
- Part of the of Office Emergency Services(OES) County Operation Center (EOC) Team that consists being on the logistics team to support the county in case of major event or disaster recovery, including infrastructure support, desktop support and minor telecom support
- Rotational On call support for ISD from 5pm - 8am 7 days a week
- Vlan Rebalance project that involves rebalancing the IP’s between the 2nd and 3rd floor to increase IP availability
- AirWatch Admin, Support users with
Senior TSG Technician
UPS
Sunnyvale, CA
07.2001 - 07.2015
- Technology Support Group)
- I.T
- Support for all technology applications for UPS logistics
- Support Internal and external customers on all I.T
- Issues (Troubleshooting, support, PC builds, Laptop configurations, label printers, etc)
- Customer service and upgrades on Worldship software application
- Setup digital/analog phones on the PBX server
- Support Apple/Mac platform for customers using the UPS web-based products
- PC life cycle project that consisted of upgrading 500+ PC's/Laptops to stay within our hardware/software compliance
- Switch refresh project that involved replacing end of life (EOL) Cisco switches with new HP Power over Ethernet (POE) switches in 4 different facilities
- Telematics project that consisted of working with multiple departments including Automotive, Service Centers, Plant Engineering and Industrial Engineering to deploy telematics to the UPS vehicles to upload service, performance data and metrics
- SQL/XML programming to interface ERP systems with UPS applications
- Provide 1st and 2nd level support to users on the phone, on-site and remote support, with an emphasis on first contact resolution
- Subject Matter Expert (SME) on various shipping and tracking applications that involved training small to large organizations on applications usage and support paths
- Configure Remote access / Cisco VPN connectivity using SecureID, properly configure and authenticate RAS tokens for clients that work remotely, work with Internet Explorer and Webex issues
- Team player with good organization and time management skills
Customer Automation Representative
UPS
Sunnyvale, CA
06.2000 - 07.2001
- ERP(ODBC) Integration with shipping applications to automate shipping process
- Developed custom solutions for customers using UPS products
- Migrate paper manifest customer to electronic manifest using one of many shipping applications
- Assist the increase of customer PLD(Package Level Detail) percentage to UPS servers
- Position UPS products to create efficiencies, centralize control, cut costs, and increase productivity
- Support the Sales Team in growing high impacted middle market accounts
Airport Operations Supervisor
UPS
San Jose, CA
01.1999 - 06.2000
- Train and supervise daily activities of ramp agents and clerks to ensure that all assigned duties are accomplished safely and timely
- Responsible for downloading and unloading of shipping containers with time constraints in order to meet customer delivery guarantee time
- Accountable for Employee’s to setup and safety inspect all equipment around aircraft and facility
- Verification and submittal of employee timecards
IT Support Agent
McGhan Medical
Fremont, CA
05.1998 - 12.1999
- Supported desktops and laptops, made PC repairs, refresh desktop, laptops & mobile devices for redeployment for new hires
- Install VOIP phones and telecom support for over 500 plus users
- Administer MS Exchange application for new e-mail accounts
- Setup AD accounts for new users with proper permissions and network share access
- Supported MS Office applications, Virus Spyware cleaning, Hardware repairs, Ghost images
Education
A+ Certification ITIL Certification -
Skills
Troubleshooting abilities
System updates
Technical assistance
Technical Analysis
Analytical and Critical Thinking
G-Suite
Data Entry
MS Office
Planning and Coordination
Reporting skills
Timeline
Information Systems Analyst
Santa Clara County
07.2015 - Current
Senior TSG Technician
UPS
07.2001 - 07.2015
Customer Automation Representative
UPS
06.2000 - 07.2001
Airport Operations Supervisor
UPS
01.1999 - 06.2000
IT Support Agent
McGhan Medical
05.1998 - 12.1999