Professional Summary
Accomplished Enterprise IT Support Professional with 15+ years of experience optimizing system performance,
managing high‑volume service desk queues, and delivering advanced technical support across corporate and
healthcare environments. Expert in ITSM frameworks, endpoint deployment, SLA discipline, and cross‑functional
collaboration. Known for a transparent, solution‑focused approach that eliminates workflow bottlenecks and
strengthens operational efficiency.
Professional Experience
Sharp Healthcare – San Diego, CA
Site Support Analyst II | 2022 – 2025
- Resolved Tier‑II escalations with 95%+ SLA compliance across major clinical campuses.
- Installed, configured, and optimized OS, clinical apps, and secure network connectivity.
- Administered AD accounts, permissions, and asset inventory with 100% accuracy.
- Coordinated vendor repairs and supported regulatory audits and compliance.
- Participated in change control and incident response to reduce technical debt.
- Delivered mission‑critical remote and on‑call support for 24/7 clinical operations.
Site Support Analyst I | 2020 – 2022
- Provided rapid incident resolution and hardware break‑fix support across clinical units.
- Built strong relationships through proactive white‑glove on‑site support.
- Managed equipment inventory and streamlined vendor repair workflows.
- Maintained readiness in 24/7 on‑call rotations for high‑severity incidents.
Bridgepoint Education – San Diego, CA
Desktop Support II | 2011 – 2020
- Supported 3,200+ users across enterprise hardware, software, and network systems.
- Administered Avaya phone systems and enterprise video conferencing platforms.
- Used Intune and SCCM for imaging, package deployment, and troubleshooting.
Technical Support I | 2009 – 2011
- Delivered efficient remote support using Dameware and TeamViewer.
- Managed AD objects, accounts, and security groups.
- Supported Java‑based corporate applications during Avaya rollout.
Silicon Resources – City of Industry, CA
Account Executive | 2003 – 2005
- Onboarded 48+ new commercial accounts annually.
- Generated $2.5M+ in enterprise hardware sales.
Avus Systems – City of Industry, CA
Account Manager | 2000 – 2005
- Managed configuration and logistics of enterprise PC/server systems.
- Built relationships with vendors and commercial clients.
Education
Pasadena City College – AA in Business