Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

LeJon Bishop

Berkeley

Summary

Dynamic Information System Specialist Technician with a proven track record in technical support, excelling in cloud migrations and incident management. Excels in trouble shooting of routine to complex nature for personal computers and networks. Resourceful professional in technology support, known for problem-solving, communication, and teamwork, using these soft skills to effectively resolve issues and improve network performance.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Information System Specialist Technician

City of Berkeley
Berkeley
12.2023 - Current
  • Recognized for delivering exceptional customer service while implementing scalable solutions that improve operational efficiency and security.
  • Managed and maintained on-site IT systems and provided remote support using tools such as Bomb Guard and Beyond Trust to ensure the smooth operation of the city's IT infrastructure, including networking concepts such as LAN and SD-LAN.
  • Oversaw MDM management, user account management, and access permissions across platforms like Microsoft Intune, Azure, Meraki, Cisco, Erma, and Accela.
  • Defined software application architecture across client, cloud, and enterprise environments, making design choices focused on manageability, scalability, usability, security, and resiliency.
  • Documented network support activities, as well as help desk requests and resolutions.
  • Installed network software, including security and firewall software.
  • Identified causes of networking problems using diagnostic testing software and equipment.
  • Instructing departmental staff in the operation of computer applications, including explaining system concepts to non-technical users
  • Worked with department staff to assess their needs and to develop word processing, spreadsheets, databases, Internet, and other applications specific to their use.

Helpdesk Engineer (Remote)

eXcell
Bellvue
08.2023 - 11.2023
  • Provided excellent service and attention to customers needing assistance remotely.
  • Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
  • Conducted system analysis and testing to identify and resolve technical issues or inefficiencies.
  • Updated and maintained databases with current information.
  • Identified locked user accounts for customers, and rectified their situations specific to their needs.
  • Built and imaged customer devices.

Computer Field Analyst

Pacific Gas & Electric (PG&E)
San Francisco
04.2019 - 04.2021
  • Provide face-to-face (desk side/remote) technical support for internal PG&E clients.
  • Troubleshoot and analyze technical problems relating to computers, printers, networks and other PC peripheral devices.
  • Provide a high level of customer service to the client and display a strong mobile & networking computing background.
  • Determine equipment requirements, prepare, checkout/check-in loaner equipment & prioritize equipment replacement schedules per department standards.
  • Engaged with authentication protocols (OAuth, MFA, IDP), as well as participated in development of information technology and infrastructure projects.
  • Analyzed customer feedback surveys to identify areas of improvement for products or services.
  • Provided IT support and technical expertise, as well as built cybersecurity and applications.
  • Documented & tested disaster recovery plans for backups and users.
  • Designed and deployed new systems and enhancements to existing systems ensuring compatibility and inter-operability.
  • Worked with leadership, decision makers & stakeholders to define business requirements and system goals, as well as identify & resolve business systems issues.

Field Technician

Smart Source Rental
San Francisco
04.2018 - 03.2019
  • Provided IT support and technical expertise, as well as built cybersecurity and applications. Documented & tested disaster recovery plans for backups and users.
  • Designed and deployed new systems and enhancements to existing systems ensuring compatibility and interoperability.
  • Worked with leadership, decision makers & stakeholders to define business requirements and system goals, as well as identify & resolve business systems issues.
  • Managed and deployed vendor application updates (patches, hotfixes) and coordinated with internal teams for OS updates on all environments. Diagnosed errors or technical problems to determine proper solutions.
  • Conducted site surveys to assess customer needs and recommended appropriate solutions. Maintained records detailing service calls and resolutions for future inquiries.

Help Desk Technician

Santa Rosa Junior College
Santa Rosa
12.2017 - 04.2018
  • Identified, diagnosed, and resolved Tier 1 and some Tier 2 problems including software and hardware, network, email, phone system, and new technology over the phone, in person or via email; communicates solutions to end-users.
  • Provided one-on-one end-user problem resolution over the phone, in person, or via email for District-approved software and hardware. On an as-needed basis, I provided training for end users on a wide variety of technology-related topics.
  • Delivered, tagged, set up, and configured desktop hardware, software and peripherals.
  • Performed desktop hardware repair on computer equipment and peripherals, and coordinated timely repair of computer equipment requiring third-party vendor contact.
  • Coordinated computer equipment loan program.
  • Assisted with enabling and disabling of District user authentication system accounts.
  • Assisted in the creation of end-user documentation.

Consultant Agent

BestBuy Geek Squad
Oakland
11.2015 - 04.2016
  • Provided positive, timely service to customers during the check-in and checkout process.
  • Developed successful solutions tailored to clients' specific needs.
  • Resolved technology issues by asking questions, listening, asking follow-up questions, taking detailed notes and providing accurate time estimates for next steps.
  • Helped set up & repair technology devices for customers, as well as monitor service queues and provide accurate status updates to them.
  • Utilized strong communication skills when interacting with clients or colleagues both verbally and written.
  • Monitored KPIs and provided regular updates to senior management.

Help Desk Support

Gordon & Rees Law Firm
Oakland
03.2013 - 11.2017
  • Managed and deployed vendor application updates (patches, hotfixes) and coordinated with internal teams for OS updates on all environments.
  • Diagnosed errors or technical problems to determine proper solutions.
  • Conducted site surveys to assess customer needs and recommended appropriate solutions.
  • Maintained records detailing service calls and resolutions for future inquiries.
  • Monitored attorney's inboxes, and cleaned-up, organized and/or responded per lawyer preferences in Outlook folder structure.
  • Ensured client/matter related documents & emails were stored in File Site Workspaces.
  • Managed inventory and equipment, as well as ordered & support audio/video conferencing equipment & manage technology for meetings as needed.
  • Resolved user-related problems by providing help desk support via telephone or remote access tools.
  • Provided quick reaction-like help desk support to customers via telephone, email and in-person.
  • Provided positive, timely service to customers during the check-in and checkout process.
  • Developed successful solutions tailored to clients' specific needs.
  • Resolved technology issues by asking questions, listening, asking follow-up questions, taking detailed notes and providing accurate time estimates for next steps.
  • Helped set up & repair technology devices for customers, as well as monitor service queues and provide accurate status updates to them.
  • Utilized strong communication skills when interacting with clients or colleagues both verbally and written.
  • Monitored KPIs and provided regular updates to senior management.

Education

Associate in Science (A.S.) - Computer Science

MTI College
Sacramento
11.2016

Skills

  • AWS
  • MAC OS, Windows,Linux
  • Microsoft 365 Administrator
  • AD (Active Directory)
  • Cloud environment migrations
  • SharePoint
  • Graphic/UX Design
  • VM Ware
  • Google Cloud Platform
  • Microsoft Intune
  • Azure
  • Accela
  • Erma
  • Cisco/Meraki Specialist
  • Incident management
  • Disaster recovery
  • Troubleshooting Hardware and Software
  • MDM Intergrations

Certification

  • AAS IT Network Administration
  • CompTIA A+
  • MOS
  • MCITP
  • MCTS
  • AWS (associate 2023)
  • UX/UI Designer

Timeline

Information System Specialist Technician

City of Berkeley
12.2023 - Current

Helpdesk Engineer (Remote)

eXcell
08.2023 - 11.2023

Computer Field Analyst

Pacific Gas & Electric (PG&E)
04.2019 - 04.2021

Field Technician

Smart Source Rental
04.2018 - 03.2019

Help Desk Technician

Santa Rosa Junior College
12.2017 - 04.2018

Consultant Agent

BestBuy Geek Squad
11.2015 - 04.2016

Help Desk Support

Gordon & Rees Law Firm
03.2013 - 11.2017

Associate in Science (A.S.) - Computer Science

MTI College

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LeJon Bishop