JOSEPH LOZADA
San Francisco, CA 94118
jl@jlozad.com | Cell Phone: (415) 225-8667
SUMMARY
IT professional experienced in providing support to corporate clients across multiple levels of the enterprise and to diverse industries. Strong customer services skills, competent supervising teams, and proficient at translating technical terminology into non-technical terms.
TECHNICAL SKILLS
-Knowledge of software/hardware deployments, data migrations, legacy asset management, software upgrades, imaging, remote support, system configurations, administration, maintenance, and optimization.
-Support of WIN XP, Vista, W7, Server, Active Directory (AD), SCCM, Mac OSx
-Applications: VNC, MS Remote Desktop, Team Viewer, Log-MeIn/Join.ME, Connect-Wise, Kaseya, Remedy, Virtual Box, VMWare Fusion/Player, Parallel Desktop, Office 03-07-10, and MS Servers 03-08.
-Knowledge of optimization, Virus/Spyware removal, Defrags, System restores and Upgrades.
-Data Center: Infrastructure | Hardware | Copper | Terminations | Fiber
-Team lead, deployment lead experience with ability to work independently and groups.
I.T. CERTIFICATIONS: COMPTIA (A+, NETWORK+, SECURITY +, SERVER+), MS (MCP, MCDST, MCITP), CERTIPORT (IC3) & DELL and HIPAA Compliance Certified
ADDITIONAL TRAINING: Configuring and Deploying Windows 7, Leadership Skills, Time Management, Conflict Resolution, Strategies for Managing Client's Expectations
EMPLOYMENT HISTORY
Pacific Gas & Electric Co INC Beale St, San Francisco, CA 94105
Sr. Computer Client Field Analyst (CCFA)
inSync staffing
11-13 to Present
-The Computer Client Field Analyst (CCFA) provides face-to-face (desk-side) computer technical support for internal clients. Troubleshoots and analyzes technical problems relating to computers, printers, and other PC peripheral devices. -Determines equipment requirements and prioritizes equipment replacement schedules per department standards. -Analysts may participate in development of information technology and infrastructure projects. Supports and maintains effective face to face relationships with clients. Strong customer service skills are important in this position.
-Strong Computer Information Systems or equivalent work experience in service/help center or field support; Strong understanding of the business processes surrounding an ITIL Service; Management delivery model; Excellent customer interface skills; Testing and troubleshooting skill
-Provide desk-side support (hardware/software support & training); local & networked printer and MFP devices and other PC peripheral devices (e.g. Blackberries, Air cards etc.). This includes limited support for any software titles on the company's standard image.
-Perform data recovery on failed hard drives as directed Work with other service providers to coordinate resolution of Incidents and Service Requests, including acting as the local point of contact for any vendor representatives coming on site to perform IT-related tasks Requires the balance of technical expertise, task management and teamwork, while serving our customers Diagnoses and troubleshoots problems with PCs/laptops, software, communications devices, servers and network connections as required Ensures processes and procedures for installation and troubleshooting, are appropriately documented (e.g., SMC knowledge base), by submitting feedback to individuals responsible for updates
CALIFORNIA PACIFIC MEDICAL CENTER- CPMC
3700 California Street, San Francisco, CA 94118
IT SUPPORT SPECIALIST
M Brook Associates
4-2013 to 11-23
-On-site support focused on network and desktop infrastructure for the various campuses supporting a heterogeneous population from Sr. Management to all other levels of the organization.
-Responsible for the break/fix, remediation, next day support of printers, monitors, scanners, laptops, and desktops
-Support of WIN/XP//7, AD and MS Office 03/07, Blackberry. Use of Remedy, Service Desk, Exchange/AD, OWA, Single Sign On, MS Office 2003-2007, Citrix, EPIC, Midas, PCIS, eHR, HIPAA and other compliances.
-Provided onsite/remote technical support as needed by client.
-Deployment of new assets, legacy asset management and inventory management.
-Responsible for performing troubleshooting activities prior to the implementation of new systems.
-Resolving technical issues and working with engineering team, business stakeholders and end user.
-Managing issues, risks and delivering reports to management to ensure overall project success.
UNITED AIRLINES MOC (UAL)
McDonnell Rd & Link Rd. San Francisco, California 94128
InSource Inc.
5601 77 Center Dr #240, Charlotte, NC 28217
TECHNICAL LEAD/ANALYST
1-2013 to 4-2013
-Mayor deployment and imaging of new, compliant computers from WIN XP to WIN 7 Enterprise using multiple tools such as Norton Imaging, Migration Assistant and Windows Easy Transfer.
-Communications with large team of consultants in continuously changing environment; appointment scheduling, email lists and participation in regular web/phone conferences with Microsoft Office email web client.
-Responsible for performing troubleshooting activities prior to the implementation of new systems.
-Responsible for the break/fix, remediation, next day support of printers, monitors, scanners, laptops, and desktops.
-Provided onsite/remote technical support as needed by client.
-Tested systems to ensure highest level of performance and optimization.
TARGET STORES, Bay Area, CA
PEAK SYSTEMS
25 West 31st Street, 12th Floor, New York, NY 10001
DEPLOYMENT LEAD/DESKTOP SUPPORT
9-2012 to 1-2013
-Mayor deployment and imaging of new, compliant computers from WIN XP to WIN 7 Enterprise using multiple tools such as Migration Assistant and Windows Easy Transfer.
-Responsible for performing troubleshooting activities prior to the implementation of new systems.
-Responsible for the break/fix, remediation, next day support of printers, monitors, scanners, laptops, and desktops.
-Provided onsite/remote technical support as needed by client.
-Tested systems to ensure highest level of performance and optimization.
STANFORD UNIVERSITY SCHOOL OF MEDICINE, Palo Alto, CA
PEAK SYSTEMS
25 West 31st Street, 12th Floor, New York, NY 10001
TECHNICAL LEAD/SUPPORT ANALYST
9-2012 to 1-2013
-Working as one of the lead on a large encryption project/deployment/upgrade (WIN 7/MAC); ensuring that over 5,000 Mac and PC laptops and 4,100 desktop machines are HIPAA compliant, protecting PHI and restricted medical/laboratory research information stored on them by the deadlines given. Compliance goals include a reportable form of encryption, data backup for each machine, registration software IBM BigFix/Tivoli, attestations, fixlets, data integrity, etc.
-Ensuring iPhones, iPads, Google Android phones and tablets configured to remotely wiped if lost or stolen.
-Assisting with adherence to whole disk encryption by encouraging VMWare and Parallels as opposed to dual boot machines like BootCamp on MAC machines.
-FileVault2 encryption on Macintosh machines, often upgrading to Lion and Mountain Lion, when required; PC encryption with McAfee Endpoint Encryption, EPO administrative access and recovery expertise; Bitlocker encryption on Windows 7 Ultimate and Enterprise machines with TPM security chips. Verified authentication with Crashplan and Retrospect backups.
-Deployment and imaging of new, compliant computers with Ghostcast server, Apple Migration Assistant and Windows Easy Transfer, when possible.
-Communications with large team of consultants and university IRT staff in continuously changing environment; collaborative cloud documentation with GoogleDrive and university intranet; chatrooms, appointment scheduling, email lists and participation in regular web/phone conferences with Microsoft Office/Zimbra email web client.
-Extensive interaction with high level faculty/PhDs in laboratory and hospital settings to advise them with their concerns about all kinds of data encryption/bandwidth on personally-owned and university-owned machines.
VARIAN MEDICAL SYSTEMS
3100 Hansen Way, Palo Alto, CA 94304-1038
LEAD INFRASTRUCTURE ENGINEER, LEVEL 4, BAND 4
MPHASIS, an HP COMPANY, Palo Alto, CA, 1-2010 to -8-2012
-Provide multilingual (English, Spanish and Italian) support in Applications Services, Infrastructure Services, and Business Processes globally (Spain, UK, Italy, France, India) within The Varian Corp.
-Assist in development and implementation of IT processes to ensure efficient implementation of company objectives.
-Support of WIN XP, Sever 2003. Active Directory, Exchange Server, ForeFront, Hyperion, Live Meeting, Office Suite 03/07 Outlook/(OWA), Access Enforcer, SAP, Blackberry/BES, Zenprise, iPhone/iPad, Cisco (SAC), Citrix, Crypto, (DNS)/Open DNS, Enterprise Vault, VPN, Secure Doc, SharePoi
APECH, San Francisco CA, 12-2001 to 1-2010
SR. IT ANALYST/TECHNICAL SUPPORT
-Onsite Enterprise consulting focused on network and desktop infrastructure for ecommerce companies.
-Data Center | Infrastructure: Build Data Centers, Labs, and other facilities | Hardware: Rack, stack, label, patch Copper: Pull, support, move, drop, dress, terminate, label, splice, test, & perform troubleshooting | Terminations: Patch Panels and various types of jacks | Fiber: SC/ST/LC
-Managed teams of up to twelve technicians to implement company goals and objectives.
-Support of WIN/XP/Vista/7, MS Server & (SBS), (AD) and Office 03/07, Blackberry/BAS, Zenprise,
-Deployment of new assets, legacy asset management and inventory management.
EDUCATION
UNIVERSITY OF SOUTHERN CALIFORNIA-B.S. L.A. CA
Multilingual: Spanish, Italian, and English
REFERENCES
Upon Request
San Francisco, CA 94118
jl@jlozad.com | Cell Phone: (415) 225-8667
SUMMARY
IT professional experienced in providing support to corporate clients across multiple levels of the enterprise and to diverse industries. Strong customer services skills, competent supervising teams, and proficient at translating technical terminology into non-technical terms.
TECHNICAL SKILLS
-Knowledge of software/hardware deployments, data migrations, legacy asset management, software upgrades, imaging, remote support, system configurations, administration, maintenance, and optimization.
-Support of WIN XP, Vista, W7, Server, Active Directory (AD), SCCM, Mac OSx
-Applications: VNC, MS Remote Desktop, Team Viewer, Log-MeIn/Join.ME, Connect-Wise, Kaseya, Remedy, Virtual Box, VMWare Fusion/Player, Parallel Desktop, Office 03-07-10, and MS Servers 03-08.
-Knowledge of optimization, Virus/Spyware removal, Defrags, System restores and Upgrades.
-Data Center: Infrastructure | Hardware | Copper | Terminations | Fiber
-Team lead, deployment lead experience with ability to work independently and groups.
I.T. CERTIFICATIONS: COMPTIA (A+, NETWORK+, SECURITY +, SERVER+), MS (MCP, MCDST, MCITP), CERTIPORT (IC3) & DELL and HIPAA Compliance Certified
ADDITIONAL TRAINING: Configuring and Deploying Windows 7, Leadership Skills, Time Management, Conflict Resolution, Strategies for Managing Client's Expectations
EMPLOYMENT HISTORY
Pacific Gas & Electric Co INC Beale St, San Francisco, CA 94105
Sr. Computer Client Field Analyst (CCFA)
inSync staffing
11-13 to Present
-The Computer Client Field Analyst (CCFA) provides face-to-face (desk-side) computer technical support for internal clients. Troubleshoots and analyzes technical problems relating to computers, printers, and other PC peripheral devices. -Determines equipment requirements and prioritizes equipment replacement schedules per department standards. -Analysts may participate in development of information technology and infrastructure projects. Supports and maintains effective face to face relationships with clients. Strong customer service skills are important in this position.
-Strong Computer Information Systems or equivalent work experience in service/help center or field support; Strong understanding of the business processes surrounding an ITIL Service; Management delivery model; Excellent customer interface skills; Testing and troubleshooting skill
-Provide desk-side support (hardware/software support & training); local & networked printer and MFP devices and other PC peripheral devices (e.g. Blackberries, Air cards etc.). This includes limited support for any software titles on the company's standard image.
-Perform data recovery on failed hard drives as directed Work with other service providers to coordinate resolution of Incidents and Service Requests, including acting as the local point of contact for any vendor representatives coming on site to perform IT-related tasks Requires the balance of technical expertise, task management and teamwork, while serving our customers Diagnoses and troubleshoots problems with PCs/laptops, software, communications devices, servers and network connections as required Ensures processes and procedures for installation and troubleshooting, are appropriately documented (e.g., SMC knowledge base), by submitting feedback to individuals responsible for updates
CALIFORNIA PACIFIC MEDICAL CENTER- CPMC
3700 California Street, San Francisco, CA 94118
IT SUPPORT SPECIALIST
M Brook Associates
4-2013 to 11-23
-On-site support focused on network and desktop infrastructure for the various campuses supporting a heterogeneous population from Sr. Management to all other levels of the organization.
-Responsible for the break/fix, remediation, next day support of printers, monitors, scanners, laptops, and desktops
-Support of WIN/XP//7, AD and MS Office 03/07, Blackberry. Use of Remedy, Service Desk, Exchange/AD, OWA, Single Sign On, MS Office 2003-2007, Citrix, EPIC, Midas, PCIS, eHR, HIPAA and other compliances.
-Provided onsite/remote technical support as needed by client.
-Deployment of new assets, legacy asset management and inventory management.
-Responsible for performing troubleshooting activities prior to the implementation of new systems.
-Resolving technical issues and working with engineering team, business stakeholders and end user.
-Managing issues, risks and delivering reports to management to ensure overall project success.
UNITED AIRLINES MOC (UAL)
McDonnell Rd & Link Rd. San Francisco, California 94128
InSource Inc.
5601 77 Center Dr #240, Charlotte, NC 28217
TECHNICAL LEAD/ANALYST
1-2013 to 4-2013
-Mayor deployment and imaging of new, compliant computers from WIN XP to WIN 7 Enterprise using multiple tools such as Norton Imaging, Migration Assistant and Windows Easy Transfer.
-Communications with large team of consultants in continuously changing environment; appointment scheduling, email lists and participation in regular web/phone conferences with Microsoft Office email web client.
-Responsible for performing troubleshooting activities prior to the implementation of new systems.
-Responsible for the break/fix, remediation, next day support of printers, monitors, scanners, laptops, and desktops.
-Provided onsite/remote technical support as needed by client.
-Tested systems to ensure highest level of performance and optimization.
TARGET STORES, Bay Area, CA
PEAK SYSTEMS
25 West 31st Street, 12th Floor, New York, NY 10001
DEPLOYMENT LEAD/DESKTOP SUPPORT
9-2012 to 1-2013
-Mayor deployment and imaging of new, compliant computers from WIN XP to WIN 7 Enterprise using multiple tools such as Migration Assistant and Windows Easy Transfer.
-Responsible for performing troubleshooting activities prior to the implementation of new systems.
-Responsible for the break/fix, remediation, next day support of printers, monitors, scanners, laptops, and desktops.
-Provided onsite/remote technical support as needed by client.
-Tested systems to ensure highest level of performance and optimization.
STANFORD UNIVERSITY SCHOOL OF MEDICINE, Palo Alto, CA
PEAK SYSTEMS
25 West 31st Street, 12th Floor, New York, NY 10001
TECHNICAL LEAD/SUPPORT ANALYST
9-2012 to 1-2013
-Working as one of the lead on a large encryption project/deployment/upgrade (WIN 7/MAC); ensuring that over 5,000 Mac and PC laptops and 4,100 desktop machines are HIPAA compliant, protecting PHI and restricted medical/laboratory research information stored on them by the deadlines given. Compliance goals include a reportable form of encryption, data backup for each machine, registration software IBM BigFix/Tivoli, attestations, fixlets, data integrity, etc.
-Ensuring iPhones, iPads, Google Android phones and tablets configured to remotely wiped if lost or stolen.
-Assisting with adherence to whole disk encryption by encouraging VMWare and Parallels as opposed to dual boot machines like BootCamp on MAC machines.
-FileVault2 encryption on Macintosh machines, often upgrading to Lion and Mountain Lion, when required; PC encryption with McAfee Endpoint Encryption, EPO administrative access and recovery expertise; Bitlocker encryption on Windows 7 Ultimate and Enterprise machines with TPM security chips. Verified authentication with Crashplan and Retrospect backups.
-Deployment and imaging of new, compliant computers with Ghostcast server, Apple Migration Assistant and Windows Easy Transfer, when possible.
-Communications with large team of consultants and university IRT staff in continuously changing environment; collaborative cloud documentation with GoogleDrive and university intranet; chatrooms, appointment scheduling, email lists and participation in regular web/phone conferences with Microsoft Office/Zimbra email web client.
-Extensive interaction with high level faculty/PhDs in laboratory and hospital settings to advise them with their concerns about all kinds of data encryption/bandwidth on personally-owned and university-owned machines.
VARIAN MEDICAL SYSTEMS
3100 Hansen Way, Palo Alto, CA 94304-1038
LEAD INFRASTRUCTURE ENGINEER, LEVEL 4, BAND 4
MPHASIS, an HP COMPANY, Palo Alto, CA, 1-2010 to -8-2012
-Provide multilingual (English, Spanish and Italian) support in Applications Services, Infrastructure Services, and Business Processes globally (Spain, UK, Italy, France, India) within The Varian Corp.
-Assist in development and implementation of IT processes to ensure efficient implementation of company objectives.
-Support of WIN XP, Sever 2003. Active Directory, Exchange Server, ForeFront, Hyperion, Live Meeting, Office Suite 03/07 Outlook/(OWA), Access Enforcer, SAP, Blackberry/BES, Zenprise, iPhone/iPad, Cisco (SAC), Citrix, Crypto, (DNS)/Open DNS, Enterprise Vault, VPN, Secure Doc, SharePoi
APECH, San Francisco CA, 12-2001 to 1-2010
SR. IT ANALYST/TECHNICAL SUPPORT
-Onsite Enterprise consulting focused on network and desktop infrastructure for ecommerce companies.
-Data Center | Infrastructure: Build Data Centers, Labs, and other facilities | Hardware: Rack, stack, label, patch Copper: Pull, support, move, drop, dress, terminate, label, splice, test, & perform troubleshooting | Terminations: Patch Panels and various types of jacks | Fiber: SC/ST/LC
-Managed teams of up to twelve technicians to implement company goals and objectives.
-Support of WIN/XP/Vista/7, MS Server & (SBS), (AD) and Office 03/07, Blackberry/BAS, Zenprise,
-Deployment of new assets, legacy asset management and inventory management.
EDUCATION
UNIVERSITY OF SOUTHERN CALIFORNIA-B.S. L.A. CA
Multilingual: Spanish, Italian, and English
REFERENCES
Upon Request