David Lucio
Orange
Summary
Proven IT professional with extensive experience at UC Irvine Health, adept in troubleshooting network issues and providing exceptional user support. Specializes in hardware and software repair, leveraging skills in SCCM and SolarWinds Orion to enhance system performance. Experienced in operation and maintenance of electrical, mechanical, and HVAC equipment within the Data Center.
Overview
21
21
years of professional experience
Work History
Service Desk Analyst II
Hoag Memorial Hospital Presbyterian
2022.09 - Current
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Engaged in user support interactions via telephone, chat and email platforms.
- Identified system hardware, network infrastructure and connectivity issues that prevented execution of user-initiated tasks.
- Broke down and evaluated user problems using personal expertise and probing questions.
- Configured hardware, devices and software to set up work stations for employees.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Account Provisioning in Active Directory
Technical Support Representative
Diaz & Associates
2021.09 - 2022.09
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi and cellular.
- Built and maintained internal knowledge bases for support products to expand available feedback and performance data.
- Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
- Processed compliant credit bureau reports from Debtmaster 360
Service Desk Analyst
UC Irvine Health
2017.11 - 2020.11
- Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
- Provided documentation on start-up, shut down and first-level troubleshooting of technical processes to support desk staff.
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Translated complex technical issues into digestible language for non-technical users.
- EMR support for EPIC applications
- Imaging and reimaging HP PC's and thin clients for enterprise deployment
System Administrator II
UC Irvine Health
2017.02 - 2017.10
- Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
- Oversaw file system, storage and other digital asset upgrades while safeguarding data integrity and redundancy.
- Provided second-level support for server-class systems.
- Spearheaded inventory control measures to replenish and maintain IT equipment, supplies, tools and replacement parts.
- Designed proactive preventive maintenance schedules to prevent unnecessary downtime and hardware faults.
- Completed reports detailing network and systems performance and downtime issues.
- Monitored temperature and power draw to immediately detect faults and failures.
Technical Support Representative
UC Irvine Health
2011.01 - 2017.02
- Incident management documentation via Service-Now including escalation to level 2 and 3 support teams
- Incident management and documentation for Severity 1 incidents
- Compiled daily metrics for Service Desk team
- Supported enterprise mobile apps for Android and iOS platforms
- Installed and deployed software and security patches via SCCM
- Provided remote assistance for enterprise software for both Microsoft and Mac OS platforms
- Managed accounts and security groups in Active Directory using suggested best practice recommended by IS Security Admins
- Provided EMR support for Sunrise Allscripts
Hospital Operator
UC Irvine Health
2003.03 - 2010.12
- Assisted nursing staff in contacting on-call physicians or specialists when necessary for urgent consultations.
- Handled emergency calls calmly and effectively, providing swift assistance during critical situations.
- Managed high call volumes with professionalism, ensuring timely responses to inquiries from patients and staff members.
- Enhanced patient satisfaction by efficiently managing incoming calls and directing them to appropriate departments.
- Participated in training sessions for new operators as needed, sharing knowledge and expertise within the team.
- Supported management decision-making by compiling operational and production data into daily logs.
Education
Certificate - Computer Information Systems
Santa Ana College
Santa Ana, CA12.2011
High School Diploma -
Orange High School
Orange, CA06.1997
Skills
- Virtualization Technologies
- Server Administration
- Backup and recovery
- Disaster Recovery Planning
- Power and Cooling Systems
- System Monitoring Tools
- SolarWinds Orion Platform
- Hardware troubleshooting
- Problem-solving abilities
- Project Documentation
Timeline
Service Desk Analyst II
Hoag Memorial Hospital Presbyterian
2022.09 - Current
Technical Support Representative
Diaz & Associates
2021.09 - 2022.09
Service Desk Analyst
UC Irvine Health
2017.11 - 2020.11
System Administrator II
UC Irvine Health
2017.02 - 2017.10
Technical Support Representative
UC Irvine Health
2011.01 - 2017.02
Hospital Operator
UC Irvine Health
2003.03 - 2010.12
Certificate - Computer Information Systems
Santa Ana College
High School Diploma -
Orange High School
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