Teodoro Deguzman

• Serve as Lead Field Support Engineer for Fortrea Patient Access Call Center located in San Diego, CA.
• Collaborated with project management and network teams to facilitate cutover in Minneapolis, MN, and San Diego, CA.
• Coordinated with the AV team on the installation and setup of the Logitech Rally Bar video conference technology.
• Installation and testing of the Microsoft Yealink IP Teams phone.
• Assist local on-premises users and remote users throughout North America and Latin America with diverse hardware, software, access requests, and issues, utilizing LogMeIn Rescue Software.
• Assist Windows 10 users with technical issues.
• Support for the Microsoft Office 365 suite.
• Support for Microsoft Cloud storage service, OneDrive.
• Provided hardware support for HP EliteBook model laptops.
• Implemented multifactor authentication to enhance user security.
• Established cybersecurity best practices within security policies and procedures.
• Resolve issues arising from the SASE Zscaler implementation.
• Analyzed system logs to identify root causes of errors and escalated as necessary.
• Guided users on effective utilization of products or services.
• Executed imaging processes for computer equipment, involving hash file extraction, to enable Intune device enrollment.
• Configured drivers, patches, and additional applications via Company Portal.
• Executed asset management for deployment and retrieval of computer equipment.
• Administer the ServiceNow workspace, managing regional incident and RITM task cases allocated.
• Facilitate effective global queue management for incident and RITM cases within ServiceNow.
• Enhanced support and mentorship for team members while promoting a collaborative workplace atmosphere.
• Delivered targeted knowledge transfer training to equip field engineers with essential skills.
• Established and managed SOPs and a SharePoint knowledge repository for Field Engineer team.
• Organized daily team meetings aimed at assessing project status, fostering brainstorming activities, and clarifying timelines.
• Assisted management in facilitating technical interviews for prospective candidates within the North American and Latin American divisions.
• Facilitated orientation for new field engineers covering daily procedures and responsibilities.
• Processed and delivered access requests for new Field Engineers.
• Assisted management in evaluating team members' performance and work quality against established standards.

• Lead technical support engineer for Tech Café’ located at L3Harris-Carlsbad
• Averaged 15-20 remote and walk in support daily
• Used AdminVDI for Active Directory and access support
• Support for remote application support on assigned iPhone mobile devices
• ServiceNow to manage incident, requests, asset management and knowledge base documentation
• Support on Office365 production software
• Use Endpoint Central for managing desktop\laptop imaging, BIOS updates, MDM, and licensed software deployment
• CyberArk for managing Privileged account access
• Support for Dell Latitude model laptops
• Support for unclassified Lab system
• Use MS Teams for main source of communication
• Use of Bomgar and VDI tools for remote access support
• Use and support of Software Center for software deployment and installation
• Support for OneDrive
• Support for Pulse Secure and Ivanti VPN

• Averaged 20-30- Walk-up window support daily
• Averaged 50-60 new hire\separation requests monthly
• Trained new employees on system access, applications, and procedures
• Support for remote application support on personal iPhone and Android mobile device
• Use of ServiceNow ticketing system to track Incident, user requests, asset management and creation of knowledge base documentation
• Provide new or replacement computer peripheral’s upon ServiceNow request
• Use Endpoint Central for managing desktop\laptop imaging, BIOS updates, MDM, and licensed software deployment
• Deployment of refresh equipment upon system warranty expiration
• Migrations of Data and applications to refreshed systems
• Certification for Lenovo laptop systems
• Replacement of hardware devices on Lenovo laptop systems
• Use MS Teams for main source of communication
• Use of LogMeIn for remote control support
• Ensuring application compatibility and functionality on new system
• Use of CrashPlan for backup solutions
• Use Microsoft Authenticator for secured 2 factor authentication
• Supported SharePoint, MS Teams for data sharing and collaboration
• Support for Microsoft OneDrive
• Support Cisco AnyConnect VPN remote access
• Support and installation of Human Scales for integrated adjustable desks, docking station, and dual monitor arms at workstations

• Averaged 60-70 new hire\separation requests monthly
• Daily training for new hires on system access, applications, and procedures
• Active Directory RBAC and email migration using Microsoft Administrative Center
• Fresh Service ticketing system to manage Incident, requests, asset management and knowledge base documentation
• Use Endpoint Central for managing desktop\laptop imaging, BIOS updates, MDM, and licensed software deployment
• Use of LastPass for password management and generator
• Use Zoom for main source of communication
• Use of Absolute for equipment security
• Use of LogMeIn for remote control support
• Create or update documentation of IT processes
• Ensuring application compatibility and functionality on new system
• Use of Google administrator to support Chromebooks laptops
• Use Duo Mobile for secured 2 factor authentication
• Supported SharePoint, MS Teams for data sharing and collaboration
• Support for Microsoft OneDrive
• Performed Installation, Implementation, integration, and upgrades of equipment and software
• Support Cisco AnyConnect VPN remote access
• Support Microsoft OS, cloud, and collaboration software
• Support for Dell Latitude, Surface Pro Laptops and Tablets
• Support lab computers on Zebra and Dymo label printers
• Collaborated with team members to achieve target results
• Learned new skills and applied to daily tasks to improve efficiency and productivity
• Carried out day-to-day duties accurately and efficiently
• Exceeded goals through effective task prioritization and great work ethic

• Managed over 25-35 customer calls per day from corporate users located at the Restaurant Support Center and remote locations
• Use of ServiceNow ticketing system to track incidents, user requests, asset management and creation of knowledge base documentation
• Use BigFix for managing laptop BIOS, licensed software deployment and system information
• Use Zoom for remote access and support
• Support FortiClient VPN remote access
• Support Microsoft OS, cloud, and collaboration software
• Support for Dell Latitude laptops
• Supported SharePoint, MS Teams for data sharing and collaboration
• Provide IT support acting as an escalation point for problems not resolved by the IT Help Desk
• Support for Apple equipment including MacBook's
• Support for Voyant VOIP
• Performed Installation, Implementation, integration, and upgrades of equipment and software
• Identified issues, analysed information and provided solutions to problems
• Actively listened to customers' requests, confirming full understanding before addressing concerns
• Resolved problems, improved operations and provided exceptional service
• Collaborated with team members to achieve target results
• Maintained excellent attendance record, consistently arriving to work on time
• Learned new skills and applied to daily tasks to improve efficiency and productivity
• Carried out day-to-day duties accurately and efficiently
• Exceeded goals through effective task prioritization and great work ethic

• Managed 20-30 customer calls per day as the Primary system support analyst for San Diego office while they transitioned to their new outsource company
• Utilizing ServiceNow Ticketing System to track Incident, user requests, asset management, and creation of knowledge base
• Provide IT support acting as an escalation point for problems not resolved by the IT Help Desk
• Utilizing Microsoft System Center Configuration Manager for software deployment, Remote control access
• Utilizing VMware for virtual machine
• Support Cisco AnyConnect VPN
• Performed Installation, Implementation, integration, and upgrades of equipment and software
• Support Microsoft OS, applications, cloud and communication software
• Support for Dell laptop and desktop computers
• Exceeded goals through effective task prioritization and great work ethic
• Performing integration and compatibility testing, hardware and software compatibility
• Create or update documentation of IT processes
• Ensuring application compatibility and functionality on new system
• Maintained excellent attendance record, consistently arriving to work on time
• Collaborated with team members to achieve target results

• Primary System support for Southern California Tracon (SCT) and surrounding Air Traffic Control Towers San Diego, CA
• Utilizing Remedy Ticketing System to track Incident, user requests, and asset management
• Utilizing Active Directory for managing accounts and objects
• Utilizing McAfee endpoint encryption manager for laptop and account management
• Utilizing Marimba Tuner and Tanium for software distribution and updates
• Support Microsoft Win7 and Win10 OS
• Support of MS OneDrive
• Performing integration and compatibility testing, hardware and software compatibility
• Support for MS Office 2016 application
• Provide IT support acting as an escalation point for problems not resolved by the IT Help Desk
• Support for MS Office365
• Support of Skype for Business 2016
• Support Exchange server-based Email on Outlook and Webmail
• Support for Dell Latitude laptop, OptiPlex desktops
• HP EliteBook and ProBook series
• Support and deployment of new desktop, laptop, server, network equipment
• Implementation and support of Aerobahn, a remote ground traffic monitoring system for LAX airport
• Configuration and deployment of network printers
• Pulse\FRACC VPN access support for remote users
• Dameware remote desktop, RDC Remote desktop connection
• Imaging of Win10 OS on laptops, desktops, and kiosks
• Work with 3rd party vendors with support on network or telecom outages
• Assist Tier III support with network switch installation, upgrades and maintenance
• Assist network engineers with troubleshooting local network issues and tracing cables in telco closet
• Asset management for inventory
• Performed technical support and troubleshooting services to optimize system performance
• Investigated and corrected problems with printers, copiers and other peripheral devices
• Provided faculty and staff with security software and network configuration support
• Diagnosed and executed resolution for network and server issue
• Improved overall user experience through support, training, troubleshooting, improvements and communication of system change
• Exceeded goals through effective task prioritization and great work ethic

• Primary technical support for Oakland Air Route Traffic Control Center in Fremont, CA
• Utilized Remedy ticketing system to track incidents, user requests, asset management, and creation of knowledge base
• Performed support for Win 7 systems
• Performed MS Office 2010 support
• Performed MS Lync communicator support
• Performed Dell laptop and desktops support
• Performed creation of user accounts and objects on Active Directory
• Accomplished Marimba Tuner for software deployment
• Encryption with McAfee Endpoint
• Performed Dameware and RDC support for remote access
• Accomplished imaging of systems using Rufus
• Accomplished rack installation for Routers, switches and firewalls
• Troubleshooting network connectivity
• Removed malware, ransomware and other threats from laptops and desktop systems
• Monitored systems in operation and quickly troubleshot errors
• Fielded average of 40-50 inbound phone calls to deliver support and remotely resolve service issues
• Collaborated with vendors to locate replacement components and resolve advanced problems
• Explained technical information in clear terms to promote better understanding for non-technical users
• Patiently walked individuals through basic troubleshooting tasks
• Submitted service tickets for equipment maintenance requests
• Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals
• Patched software and installed new versions to eliminate security problems and protect data
• Configured hardware, devices, and software to set up workstations for employees
• Documented support interactions for future reference
• Tracked computer equipment, peripherals and network servers via master documentation in Excel
• Analysed issues to identify troubleshooting methods needed for quick remediation

• Primary support for Palo Alto, San Francisco, and west coast offices
• Performed support Win 7
• Performed support for MS Office and communication software
• Performed support for Dell laptops and desktops
• Performed asset management control for hardware
• Performed software upgrades for encryption and AV protection
• Performed imaging on SCCM
• Managed trouble tickets and tasks on HP service manager
• Telecom support for Nortel IP phones and Call pilot system
• Assist network and system team with network and server installation and rollouts
• Troubleshoot network and connectivity issues to Corporate\Guest Wi-Fi
• Support Video Conferencing on Tandberg system
• Primary contact for building security access badge assignment and activation
• Oversaw development and implementation of improvements to support and network operations
• Identified computer hardware and network system issues, performing troubleshooting techniques for remediation

• Consultant for small to medium size companies with all IT issues and request in the Bay area
• Performed support for MS Office suite 2007-2013
• Performed support for Apple computers
• Performed troubleshooting for network devices for home and small offices
• Performed support for MDM
• Troubleshoot network equipment issues (router, switch, server, telecom)
• Setup and configure VM's using VMware and Parallels software
• Performed imaging for new devices and systems
• Analysed problematic areas to provide recommendations and solutions
• Onboarded and managed new client accounts to boost retention rates
• Supported clients with business analysis, documentation and data modelling
• Managed multiple deadlines across several businesses to meet dynamic needs of multiple clients
• Delivered outstanding service to clients to maintain and extend relationship for future business opportunities
• Collected, arranged and input information into database system
• Optimized customer experience by delivering superior services and effectively troubleshooting issues

• Infrastructure support on network equipment including Cisco Routers, Branch repeaters, and secured Wi-Fi
• Support for clinical staff at 7 Wellness centers on Google Campus
• Support of Wyse embedded Win system for ECG device
• Support for EMR software NextGen
• Support for Citrix Receiver connectivity
• Support for Wyse embedded Win7 systems for portable ECG machines
• Support for Android products, Galaxy, Nexus pads
• Support for Google services Gmail, Chrome, Docs, Drive, and hangout
• Hardware support for Mac air, Mac pro, iMac, Thunderbolt, iPhones
• Asset management for Mac Air, Thunderbolt monitors, and printers
• Remote connectivity software TeamViewer 7 and Gotoassist, and GoToMeetings
• Setup temperature recorder for vaccine storage in allergy clinic
• Performed technical support and troubleshooting services to optimize system performance
• Investigated and corrected problems with printers, copiers and other peripheral devices
• Provided faculty and staff with security software and network configuration support
• Diagnosed and executed resolution for network and server issues
• Monitored network hardware operations to evaluate proper configuration
• Set up hardware and software in optimal configurations to meet network performance requirements
• Designed and evaluated WAN and LAN connectivity technologies
• Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes
• Actively listened to customers' requests, confirming full understanding before addressing concerns

• Used HP service manager for trouble and request tickets
• Update Knowledge base upon researching new solutions
• Performed support for hospital and clinics offices
• Performed support for HP laptop, desktop and Printers
• Performed support for MDM
• Performed support for Office 2010 and remote software
• Used Dameware and RDS for remote support
• Performed support for VPN on Cisco AnyConnect
• Performed network cabling and support for Cisco router and switches
• Performed support on Cisco and Avaya VOIP setup and configuration
• Imaging of HP laptop and desktops computers
• Used Catch point for asset management
• Troubleshoot computer on wheels (COW) in Hospital and clinics
• Managed on-site and off-site installation, repair, maintenance and test tasks
• Installed new equipment and explained operation and routine maintenance protocols to customers
• Reviewed technical documentation to complete equipment maintenance and repair
• Evaluated systems according to predetermined checklist and noted issues
• Documented changes and actions in computer-based tracking system

• Primary technical support for North American region, USA
• Assisted customers (600 users) with LAN, WLAN and VPN (ARA) remote access
• Certified in HP service manager
• Performed troubleshooting for hardware, software, and connectivity issues
• Performed procedures for escalation to other technical support groups
• Assisted with Avaya phone system and navigation for new hires
• Hardware support for Lenovo ThinkPad T500, T400, X200 Laptops
• Imaging of new or repaired laptops using Ghost 10
• Support for Microsoft Office 2007 suite
• Configuration of MS Outlook 2007 to MS exchange server location in Westminster, CO
• Local network printing support
• Patched software and installed new versions to eliminate security problems and protect data
• Configured hardware, devices and software to set up workstations for employees
• Removed malware, ransomware and other threats from laptops and desktop systems
• Performed root cause analysis and general troubleshooting
• Monitored systems in operation and quickly troubleshot errors
• Completed proactive maintenance and repair actions to keep equipment operating at peak levels
• Delivered professional persona and attitude when dealing with unhappy or irate individuals
• Educated equipment operators on proper use of equipment