Paul Sierra

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IT Systems Support Analyst Associate

Froedtert Healthcare

Oct 2022 - Current (3 years 7 months)

• Fulfill IT Service Requests for IT Equipment, Service and Purchase Orders in a timely manner. • Advise customers on recommend standards, asset procurement requests, special requests, and report or respond to customer queries on asset delivery. • Install, configure, test, maintain, monitor, and troubleshoot end user PCs/laptops, peripheral devices, printers, mobile devices, etc. Provide desk-side assistance in resolving technology support issues. • Strong understanding of Froedtert Health's standard desktop image and policies, windows operating systems, and basic telephony and networking support. • Participates in IT project related initiatives as assigned. Configures and deploys hardware and software within the approved timelines. Pr

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Systems Analyst

STS Aviation Group

May 2021 - Oct 2022 (1 year 6 months)

• Provide enterprise-level support to end-users at all levels • Asset Management for Brookfield location using Asset Tiger • (C-Suite) Executive Support • Supported both Windows OS and MacOS • Account creation and management via Active Directory, Azure AD and O365 Admin Console • Manage and create Distribution Lists and Shared Mailboxes using O365 Admin Console • Managed Engineering software and Licensing for SolidWorks (full Suite), PDM, Autodesk (full suite), Creo, Bentley & MicroStation • Manage and create Distribution Lists and Shared Mailboxes using O365 Admin Console • Diagnose and troubleshoot hardware and software problems • Support Network issues • Configure Operating Systems and Remote Support • Using email, text, phon

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Sr. Desktop Support Analyst

Innio Waukesha Gas Engines Inc

Feb 2020 - May 2021 (1 year 4 months)

• Provide enterprise-level support to end-users at all levels • O365 and Azure AD Support • (C-Suite) Executive Support • Manage and create Distribution Lists and Shared Mailboxes using O365 Admin Console • Account creation and management via Active Directory, Azure AD and O365 Admin Console • Managed iPhones and iPads via intune and managed ABM • Support Network issues • Configure Operating Systems and Remote Support • Using email, text, phone and teams to quickly connect and solve issues. • Provided Clear and thorough written instructions and KBAs when they were not already created

Sr. Desktop Support Analyst

Eversana

Jun 2019 - Jan 2020 (8 months)

• Level 1 and 2 escalation • Asset Management using Service-Now • (C-Suite) Executive Support • Manage incidents and Tasks using Service-Now • Supported both Windows OS and MacOS • Account creation and management via Active Directory, Azure AD and O365 Admin Console • Managed iPhones and iPads via intune and managed ABM • Image and Software deployment via SCCM • Remote Support using Teams, RDP, Service-Now and TeamViewer • Manage server and file share permissions via active directory across multiple domains • Mobile Device Management using Intune • Manage asset warranty with Vender for Dell and Lenovo • Created Documentation for all undocumented processes • General Network trouble shooting across multiple domains

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Sr. Desktop Support

Elkay Interior Systems (EIS)

Feb 2019 - Jun 2019 (5 months)

• Level 1 and 2 escalation • O365 and Azure AD Support • (C-Suite) Executive Support • Asset Management using AssetExplorer • Image and Software deployment via SCCM • Supported both Windows OS and MacOS • Patch Panel management • Remote support using Skype, RDP and Service-Now • Manage incidents and tasks using iVanti ticketing system • Account creation and management via Active Directory, Azure AD and O365 Admin Console • Manage asset warranty with Vender HP and Dell • Mobile Device management via AirWatch • General Network Troubleshooting and New user desk setup

IT Support Team Lead/Asset Manager

MillerCoors

Apr 2018 - Nov 2018 (8 months)

• Over saw 4 Subordinates • Managed Goals, work, SLA's and reviews of subordinates • Level 1 and 2 escalation • Account creation and management via Active Directory, Azure AD and O365 Admin Console • Asset Management using Service-Now • (C-Suite) Executive Support • Fix, Manage and Maintain the refresh team of four • Manage the refresh process and oversee refresh issues for all corporate locations. • Wrote over a dozen SOPs • Supported both Windows OS and MacOS • Review and manage incidents elevated to level 2 and 3 • Imaging, sanitizing, refreshing, Hardware & software issues • Managed and maintain inventory (1000+ assets) • Work with vendor to manage warranty, return leased assets and replace bad parts • Catalog all new ass

IT Technician

Danfoss

Aug 2017 - Feb 2018 (7 months)

• • Asset Manager • Account creation and management via Active Directory, Azure AD and O365 Admin Console • Engage customers using technical skills to help customers with their electronics' problems • Explaining services and technologies to help them achieve business goals • Schedule customers for appointments: drop-off, pick-up or speak with Users • Product support and educating customers with any needs • Setup new PC, D&R and turn-ups PC, Virus removal, Install and update new PCs • Create and complete work order • Inventory Control and Asset Management • Perform other duties as assigned • Using Remedy SalesForce for documenting incidents and tracking customers issues • Installed and supported Windows 7/10/Mac OS X/ Microsoft

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Refresh Expert

Harley-Davidson (SoftHQ)

Jun 2017 - Aug 2017 (3 months)

• Asset Management • Catalog all new assets • Migrations from Windows 7 to Windows 10 and Microsoft Office 2010 and 2013 to 2016 integrated with office 365 • (C-Suite) Executive Support • O365 and Azure AD Support • Contact users via Phone, Email and Skype • Supported both Windows OS and MacOS • Schedule Appointments with users around their schedule • Compile a detailed list of software on old assets • Using Manual installs and SCCM install all requested software on new assets • Schedule a 15-30minute login/tutorial session with each user

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Desktop Support Manager

Computer Science Corporation (CSC)

Feb 2014 - Jun 2017 (3 years 5 months)

• Managed Desktop Support Team • Over saw 2 subordinates • Managed Goals, work, SLA's, reviews and evaluations of subordinates • Asset Manager • (C-Suite) Executive Support • O365 and Azure AD Support • Support all clients in the WI. Support 500+ employees across multiple sites • Supported both Windows OS and MacOS • Imaging, sanitizing, refreshing, Hardware & software issues • Managed and maintained inventory (1000+ assets) • Converted multiple sites to VoIP • Managed Patch Panels & installed/replaced Servers, Switches, Routers, Modems, Riverbeds • Ran & Terminated Cat5/6 cable • Network closet cable management • Worked with vendor to manage warranty, return leased assets and replace bad parts

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IT2 Desktop Support Manager (E-5)

USS Ronald Reagan (CVN-76)

Jan 2004 - Jan 2008 (4 years 1 month)

• Support refresh and migration project onsite and remotely. Refresh older and existing desktops and laptops • Supported everyday trouble calls, minor networking issues, and calls more specific to Windows XP, 7 and 10 issues • Supported both Windows OS and MacOS • (C-Suite) Executive Support at Columbia St. Mary's, MillerCoors, Acosta Sales & Marketing, NHCS – US Navy Corp School & Kohl's • Migrations from Windows XP to Windows 7 and Microsoft Office 2000 to 2007 & 2010 • Conducted orientation and training to end users on new operating system and Microsoft Office Suite • Communicate with Dell, HP and Lenovo tech via phone/email/online chat with any warranty questions and/or requests • Lead upgrade project from Windows XP to Windows

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