About Steve
Summary
I'm a natural tech enthusiast presently based in San Diego, with a knack for complex problem solving & passion for excellent customer service.
Proficient in many cutting edge IT disciplines.
Throughout my career, I have been involved with major projects including both front and back end platform development. I spearheaded an ISP migration which spanned to over 250 sites globally. I conducted an asset refresh initiative with updated image structure for hundreds of staff. I supervised an entire corporate call center relocation to home office environment. I wear many hats, but I keep my hair stylishly groomed.
I have first-hand experience in firmware deployment, hardware creation, software evolution, network management, policy implementation, and cloud expansion. Most importantly, however, I truly enjoy working with others to support a higher cause.
Career
Senior Technical Support Engineer
adidas Group - Carlsbad, CA
April 2023 to Present
Presented ideal resolutions for high level technical problems, including installing, debugging, reprogramming, servicing, troubleshooting, and repairing IT software, hardware, printers, smart devices, server components, and peripherals.
Revised and implemented updated technical procedures for imaging, refurbishing, or retiring over 3,000 active laptops and mobile devices alongside the North America Market Asset Manager.
Administered changes to network and cloud based applications such as Intune, Azure, Microsoft O365, Bitlocker, Jamf, Active Directory, VPN, File Vault, and SCCM in support of global best IT interests.
Monitored daily tasks and activities of the onsite support technicians.
Systems Administrator & Support (Tier III)
Inovio Pharmaceuticals - Sorrento Valley, CA
June 2022 to December 2022
Supported over 250 employees between three offices and various remote locations to oversee all Microsoft products which included mass on-prem share drive migrations into a Sharepoint directory, Exchange mailbox setup / advanced features, Endpoint provisioning policies / updates, MFA, and Azure cloud management.
Directed a full-scale organizational laptop refresh consisting of image creation and deployment, desktop hardware upgrades, lab equipment, and print server integration.
Worked with vendors to license, install, configure, and update company software and SSO applications for increased productivity in scientific and engineering research projects.
Maintained ten on-site executive videoconferencing rooms, all telecom systems, facility security cameras, and network-based instruments.
Appointed as Tier III point of escalation for assistance in resolving complex Service Desk team issues and improving the Knowledge Base when necessary.
Network Administrator/Engineer
Spy Optic - Carlsbad, CA
February 2022 to May 2022
Administered and supported over 80 user accounts through Microsoft Azure AD, Endpoint, Admin, and Exchange centers for mailbox ops, network drives, and permission management.
Configured and maintained system networking devices, APS, Cisco switches, Meraki routers, Firewall, NAS, and various rack components by web interface as well as physical patching.
Deployed and upgraded remote access virtual machines for utilization of heavy stress design and editing software.
Analyzed and modified company IT compliance agreement including security policies, equipment usage, and web activity.
Provided in-house or remote tech support when escalated.
Lead Tech Support Specialist (Tier II)
Jenny Craig - Carlsbad, CA
March 2020 to February 2022
Supervised the transition from corporate workplace to WorkFrom-Home environment during mandated quarantine period by developing a home office setup manual, issuing required hardware with inventory rental contracts, providing over-thephone live support, remote control assistance, and VPN access.
Conducted a companywide ISP migration by working directly with vendors to deliver and configure a complete network upgrade for over 300 retail locations throughout the US & Canada including routers, switches, modems, printers, and VoIP phones, acting as a single contact for project management needs.
Senior troubleshooting technician over a team of five support representatives for all escalated Help Desk tickets, holding daily scrum briefings and project standings, regularly publishing new training resources, overseeing and reviewing ticket resolve strategies, mentoring peers, and announcing major incidents.
Assisted the Systems, Security, and Network Engineering departments by deploying various POS package updates, implementing Linux-based OS upgrades on retail center thin clients, modifying firewall policies, resolving VPN conflicts, managing Azure, AD, and Exchange user accounts, installing and licensing software on a required basis, and constructing / managing Hub-Spoke group tunnels for field operations.
Director of Technical Services & Support
Nova Mobile Systems - Carlsbad, CA
June 2019 to December 2019
Supervised support team and worked directly with users to troubleshoot devices and web platform.
Provisioned, updated, tested, and shipped GPS asset monitoring devices to international agencies.
Trained customers, sales team, and support personnel on platform operation and hardware specifications.
Utilized ticketing system to conduct daily progress reviews and generate weekly performance reports.
Organized a full system migration of over 200 customer accounts onto an enhanced web server.
Provided in-house tech support when needed.
Weekend Manager, Assist. Network Administrator
Best Western Plus Marina Shores - Dana Point, CA
April 2015 to August 2018
Installed, configured, and maintained required server equipment during various network upgrades.
Resolved daily troubleshooting conflicts between hotel-provided web services and client devices.
Periodically monitored and tested quality of network computers, printers, routers, and servers.
Identified vulnerabilities, isolated and repaired defective or corrupt network components.
Regularly coached staff on physical security principles and network security awareness.
Night Manager, Jr. Network Administrator
Holiday Inn Oceanside - Oceanside, CA
August 2013 to August 2015
Assisted in planning and executing organizational workstation replacements and network remapping.
Ensured maximum capability of property management software with guidance from ORACLE personnel.
Directly coordinated and supervised hotel CCTV security camera reassessment and implementation.
Sergeant, SATCOM Engineer, 7th Comm. Battalion
United States Marine Corps - International
January 2008 to January 2012 (Active Duty)
January 2012 to January 2016 (Reserve Duty)
Satellite Communications Site Chief & Systems Director.
9th Comm Battalion Operations Planner.
Support Company Motor Transport Coordinator.
Alpha Company OSHA & Safety Regulator.
Satellite Executive Platoon Sergeant.
Marine Corps Martial Arts Instructor.