Milad Motaleb
Orange,CA
Summary
Detail-driven IT Support Specialist with over 5 years of experience in enterprise IT environments, including positions at Kaiser Permanente. Skilled in system administration, incident resolution, and collaborating across functions. Demonstrated success in streamlining workflows, overseeing configuration systems, and coordinating support activities. Dedicated to ongoing enhancement and ensuring technology aligns with organizational objectives seamlessly.
Overview
13
13
years of professional experience
15
15
years of post-secondary education
Work History
IT Support Specialist
Kaiser Permanente
Irvine, California
11.2023 - 05.2025
- Maintained compliance with ITIL best practices, using Confluence for up-to-date documentation of processes, SOPs, and knowledge base articles.
- Provided Tier 2 and Tier 3 technical support, resolving complex issues related to Windows OS, enterprise software, network configurations, and user access.
- Partnered with DevOps, Security, and Database teams to troubleshoot infrastructure issues, participate in system patching, and assist in rollout of updates with minimal disruption.
- Served as an escalation point for unresolved Service Desk tickets, utilizing ServiceNow to manage incidents, problems, and change requests across departments.
- Participated in change management and risk analysis for system upgrades and rollouts, proactively identifying potential service impacts.
- Supported mission-critical applications like EPIC and KPHC, ensuring high availability and adherence to healthcare IT compliance standards.
- Trained junior technicians on troubleshooting procedures, documentation practices, and customer service etiquette to align with departmental KPIs.
- Actively contributed to cross-functional initiatives to improve service delivery, including asset lifecycle management, software deployment, and infrastructure upgrades.
PC Refresh Technician
Kaiser Permanente
Anaheim, California
11.2021 - 11.2023
- Executed PC refresh projects across multiple departments, ensuring smooth migration of user data and system configurations.
- Provided end-user support for new hardware, software installations, and system troubleshooting during deployment cycles.
- Worked cross-functionally with project managers, logistics, and IT teams to align refresh timelines with operational needs.
- Documented standard procedures and contributed to an internal knowledge base to streamline future rollouts.
- Monitored system alerts and efficiently escalated issues requiring advanced troubleshooting.
Supervisor – RMA & Logistics
Alpatronix
Anaheim, California
01.2017 - 10.2019
- Managed the Return Merchandise Authorization (RMA) department and collaborated with customer service to improve issue resolution speed.
- Oversaw Amazon FBA logistics, return processing, and coordinated international shipping for inventory and customer orders.
- Maintained up-to-date inventory logs and shipment records to ensure accuracy and prevent stock discrepancies.
- Streamlined return workflows, leading to a 20% reduction in processing time.
Network Specialist
Silk Way Internet
Tehran, Tehran
02.2012 - 07.2016
- Installed and maintained network infrastructure, optimizing uptime and throughput for small-to-medium business clients.
- Conducted LAN and router upgrades, improving bandwidth allocation and customer satisfaction.
- Performed routine security audits and risk mitigation procedures to ensure stable and secure network operations.
- Provided on-site support and configured hardware/software for efficient client onboarding.
Education
Bachelor of Science - Internet & Wide Area Networking
University of Applied Science And Technology (UAST)
Tehran 05.2001 - 01.2016
Skills
Technical troubleshooting
Windows
ServiceNow
Microsoft Office Suite
IP Structuring
User support
undefinedWebsites
Core Competencies
Windows, Linux, ServiceNow, VLAN Aggregation, WAN Acceleration, C, C++, SQL Development, Microsoft Office Suite, Data Management, IP Structuring, Risk Mitigation
Timeline
IT Support Specialist
Kaiser Permanente
11.2023 - 05.2025
PC Refresh Technician
Kaiser Permanente
11.2021 - 11.2023
Supervisor – RMA & Logistics
Alpatronix
01.2017 - 10.2019
Network Specialist
Silk Way Internet
02.2012 - 07.2016
Bachelor of Science - Internet & Wide Area Networking
University of Applied Science And Technology (UAST)
05.2001 - 01.2016
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