Cynthia S

Help Desk Specialist - 16 Years of Experience - Near 90071


Help Desk Specialist


Los Angeles, CA

Education Level:


Will Relocate:



Summary A highly skilled professional with 17 years of experience who is solutions-oriented & performance-focused, with extensive experience in IT support and system optimization. Efficient at managing various projects as well as overseeing and maintaining various systems, hardware, and software. Adept at determining and resolving issues related to systems and applications which include performance-related concerns and deployment. Proficiency and experience in developing and implementing technological solutions with emphasis on delivering cost-cutting and productive components for Government, Construction, Technical, and Education Industries. Effective at setting individual and group goals as well as leading and training teams toward the implementation of IT Strategic policies, procedures, and deliverables. Experienced with automated software distribution through SCCM and Microsoft Center 2012. * Planned, coordinated, and reported performance of IT projects to include cost and schedule. * Enforced strict adherence to network-related policies, procedures and standards. * Led the installation, configuration, upgrades, and support of new and existing computer/printer hardware and software. * Responded to, resolved, and documented Help Desk calls. Managed computer-related asset records and deployment for the IT department. Served as second level escalation technician. Desk Side Senior Support Analyst, Perot Systems, Pasadena, Ca. Sep 2000 - Jul 2009 * Responsible for imaging new workstations with Norton Ghost, deploying new desktops and laptops, as well as troubleshooting workstations. Served as second and third level escalation. * Updated applications including, but not limited to, Microsoft Office, Scan Anti-Virus, AutoCAD, and printer * drivers. * Supported clients with wireless remote access using I pass, VPN and dialup. * Configured new and existing networked MFD's, fiery, and print servers. * Responsible for creation of all SMB folders and scan-to-email setup for clients across the network. * Recognized opportunities for system or procedure improvements and made recommendations. * Provided coverage for other support locations such as Mexico and Brazil on as needed basis. * Provided backup support to personnel for other assigned locations. * Coordinated desktop component and phone relocation affecting multiple users. * Prepared hardware/software installations and participated in upgrade testing before company-wide roll out. * Collaborated with 3rd party providers of software, hardware and made recommendations to upper Management. * Ghost backed up all desktop, laptops and workstations as clients departed from projects.