Brian Gamo
Murrieta
Summary
IT support professional with strong foundation in delivering first-tier technical assistance and resolving user issues. Adept at collaborating with team members to ensure seamless operations and adapt to changing needs. Reliable and flexible, with focus on effective communication and technical troubleshooting.
Overview
14
14
years of professional experience
1
1
Certification
Work History
IT SUPPORT
AKKODIS
11.2021 - 11.2023
- Provided comprehensive remote IT support for over1,000 Applebee’s franchise restaurants, successfully resolving600+ tickets related to MS Office365 using Managed Engine and Service Ticketing systems
- Administered technical issues with key restaurant devices such as POS terminals and KDS devices, ensuring continuous operational functionality and minimal downtime
- Coordinated with service providers like Retail Technology Group to ensure timely hardware dispatch and maintenance, effectively managing hardware issues and minimizing service disruptions across participating restaurants
- Delivered IT support to15,000+ end users across five acute-care hospital campuses, including managing domain controller tasks such as user account management, password resets, and access control, ensuring secure and efficient access to network resources
- Assisted the Service Desk and EPIC teams by troubleshooting network connectivity issues, including running Ping Tests and configuring network settings, which significantly alleviated ticket backlogs and improved overall system performance
END USER SUPPORT SPECIALIST
MAGELLAN HEALTH
05.2021 - 09.2021
- Administered MS Office365 environments, including account creation, password resets, access management, license management, application updates, and backup and recovery, ensuring seamless and secure user operations
- Provided technical support for Domain Controllers, including user account management, group membership administration, and permission management to maintain and secure network resources
- Conducted thorough network connectivity troubleshooting for TCP/IP issues, including executing ping tests, traceroutes, and configuring IP addresses, subnet masks, default gateways, and DNS servers to resolve connectivity problems
- Coordinated with service providers during LAN/server room maintenance to guarantee uninterrupted service and data security, while effectively supervising to ensure compliance with organizational standards and user requirements
DESKTOP SUPPORT TECHNICIAN
GENERAL ATOMICS
09.2019 - 02.2020
- Coordinated with IT contractors to ensure seamless integration and functionality of Office365 applications during the Windows10 upgrade process, handling tasks like account creation and license management to support the transition
- Utilized Endpoint Configuration Manager to deploy and update Office365 applications across all devices, ensuring compliance with security policies and efficient software management
- Troubleshoot network connectivity issues related to the PXE boot process, including IP address configurations and DNS server settings, to ensure successful Windows10 migrations
- Coordinated with users to prepare for Office365 updates and upgrades, addressing any pre-upgrade issues related to accounts, licenses, or application configurations
DESKTOP SUPPORT TECHNICIAN
LEIDOS
04.2019 - 08.2019
- Managed, updated, and resolved50+ imaging, replacement, and retirement tickets via ServiceNow, ensuring efficient IT operations throughout the company
- Coordinated with Tier2 and Tier3 tech support for resolutions beyond the Helpdesk's technical capabilities, fostering collaboration among different departments
- Installed and configured software applications as part of the Windows10 OS upgrade, enabling full functionality on user’s new system configuration
HELPDESK TECHNICIAN
SEMPRA ENERGY
03.2018 - 09.2018
- Managed and resolved70+ PC imaging, replacement, and retirement requests through ServiceNow, ensuring comprehensive solutions and accurate documentation in alignment with MS Office365, domain controller, and network troubleshooting standards
- Configured and supported hardware and software for HP and Lenovo devices, including account management, password resets, and network connectivity setups, enhancing system functionality and improving application performance
- Managed hardware inventory tracking, including loaner and recycled computers, ensuring effective asset management and adherence to IT policies for device lifecycle management and network resource access
- Created and implemented a Standard Operating Procedure (SOP) for imaging HP and Lenovo devices and application installations, optimizing workflows and aligning with best practices for Office365 management and domain controller support
Base Telephone Technician
Apex Systems
01.2017 - 01.2018
Support Specialist
Airbus DS Communications
01.2016 - 01.2017
Client Services Engineer
American Internet Services
01.2016 - 01.2016
Email Migration Specialist
TEK Systems
01.2016 - 01.2016
Human Resources Specialist
U.S. Army
01.2010 - 01.2012
Education
Bachelor of Science - Cybersecurity
Coleman University
San Diego, CA05.2016
Skills
- ServiceNow
- Citrix Workspace
- Microsoft Remote Desktop
- Microsoft Office Suite (Word, Excel, PowerPoint, Visio & Project)
- DNS, DHCP, TCP-IP
- Active Directory Managment
- OKTA
- Microsoft Endpoint Configuration Manager
- Microsoft Azure Multifactor Authentication
- Cisco AnyConnect VPN
- Windows XP, 7,10 &11
- Adobe Acrobat
- Microsoft Teams
- Network Printer configuration & management
Certification
- Training & Certifications: Qualys Vulnerability Management Detection and Response (VMDR)
- CompTIA Security + (In progress)
Timeline
IT SUPPORT
AKKODIS
11.2021 - 11.2023
END USER SUPPORT SPECIALIST
MAGELLAN HEALTH
05.2021 - 09.2021
DESKTOP SUPPORT TECHNICIAN
GENERAL ATOMICS
09.2019 - 02.2020
DESKTOP SUPPORT TECHNICIAN
LEIDOS
04.2019 - 08.2019
HELPDESK TECHNICIAN
SEMPRA ENERGY
03.2018 - 09.2018
Base Telephone Technician
Apex Systems
01.2017 - 01.2018
Support Specialist
Airbus DS Communications
01.2016 - 01.2017
Client Services Engineer
American Internet Services
01.2016 - 01.2016
Email Migration Specialist
TEK Systems
01.2016 - 01.2016
Human Resources Specialist
U.S. Army
01.2010 - 01.2012
- Training & Certifications: Qualys Vulnerability Management Detection and Response (VMDR)
- CompTIA Security + (In progress)
Bachelor of Science - Cybersecurity
Coleman University
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