6 Highest Honors Awards in Computer and Electronics Engineering.
Over 20 years experience with Customer Service.
San Diego Fire Department - 8 years in Field Support with 3 years in IT Management.
Troubleshooted lab computers at ESI for 4 years.
A broad educational background which includes 2 degrees.
Ability to work alone, in teams, or lead.
Mobile device expertise demonstrated over 15 years– Paging, Apple, Android and Blackberry.
Additional strengths include clear English communication skills and problem solving abilities.
09/15/2013 – Present
Homemaker and primary caretaker for elderly parent.
Requested and completed miscellaneous IT contracts and temporary work for cabling (Cox) and technical support during time spent as Caretaker when able.
City of San Diego Fire Department and Rural/Metro Emergency Medical Services
Supervisor Contact: John Netto (Information Systems Manager)
11/05/2005 – 09/15/2013
Information Systems Analyst II: 6 Years; Rural/Metro and San Diego Fire IT Manager 2 Years
Supported office and field personnel IT systems including; HP and Dell Desktops, Panasonic Toughbooks, and mobile devices using Microsoft Windows and Microsoft Office.
Performed Tritech CAD System Administration.
Performed Microsoft SQL Server management and maintenance.
Performed Microsoft Active Directory administration.
Performed Microsoft profile and file permissions management, including roaming profiles.
Utilized remote access via Cisco VPN, Remote Desktop, VNC.
Answered calls and emails coming in from Fire field and office personnel
Maintained on-call 24/7/365 availability.
Coordinated with Sprint, Verizon, PD, and Radio shop as needed.
Maintained Mobile Units Panasonic Toughbooks.
Re-imaged Panasonic Toughbooks as needed.
Supported Fire Vehicles with Panasonic Toughbook issues.
Supported all 48 Fire stations with technical support.
Supported Fire Dispatch call center for all IT concerns.
Supported all Fire dispatch staff with technical support.
Supported 1010 B St. downtown management office with technical support.
Installed new software and patches to city computers as needed.
Maintained security of Fire network (intranet and internet).
Maintained Homeland Security office computer systems.
Coordinated and corresponded with multiple 3rd party vendors in interaction with City computers.
Documented changes and protocols as required.
Instructed users on new software applications and develop user guides and SOP's as required.
Attended Fire and City meetings weekly to communicate current events.
Ensured compliance with federal and state regulations.
Provided Active Directory Administration.
Provided Microsoft Office support and training
Demonstrated Microsoft SQL server management administration.
Performed Microsoft Exchange Email administration.
Created and maintained file storage permissions.
Performed network expansion as requested or required.
Responsible for general server room maintenance and management which consisted of over 80 servers and over 12,000 users.
Provided help-desk call documentation and escalation if required.
Contributed to budget consideration, planning and consulting.
Performed operations in occasional high stress environments.
After promoted to Fire IT manager duties included:
All previous items
Responsible for overall San Diego Fire Department's 911 Computer Aided Dispatch functionality.
Hire and train new Rural/Metro and San Diego Fire IT personnel.
Final point of contact for escalated issues.
Supervisor Contact: Ricardo Del Rosario (IT Director)
06/01/2001 – 10/29/2005
Network Systems Support Technician
Provided technical support for staff and students in a Microsoft Windows environment.
Built and maintained student computer labs.
Responsible for troubleshooting and repair of student lab computers.
Demonstrated and provided security and support in a dual network environment (separate staff and student networks).
Sony Online Entertainment
11/01/1998 – 06/01/2004
Customer Support Assistant: Part-time
Supported game players with in game issues such as; stuck character, fall through world, item deletion and other common in game issues.
Documented player reports of in game bugs with a bug report documentation system.
Assisted in training new employees in common admin game commands.
Coordinated and corresponded with software development team in testing of bug fixes and duplication of bug events.
ITT Technical Institute
08/1999 - 05/2001
Computer and Electronics Engineering Technology
Graduated - AS Degree
San Diego Community College District
08/1996 - 06/1999
General Education/Transfer Studies
Graduated - AA Degree
Mira Mesa High School
07/1991 - 05/1995
Graduated - Diploma
Awards and Achievements
2019 Currently pursuing Microsoft Windows 10 Professional Certification.
2018 Awarded and completed Phoenix Corporate Tower WiFi installation contract.
2014 Awarded Division Citation for integrating Chula Vista Fire Department and San Diego Fire Department networks and training of Chula Vista Fire personnel on usage.
2011 Promoted from Information Systems Analyst II to Information Systems Manager at San Diego Fire Department and Rural/Metro 911 Emergency Services.
2008 Completed UCSD Extension course for SQL Server Administration.
2007 Awarded Medal of Appreciation by The San Diego Padres for Courage and Bravery during the 2007 wildfires.
2007 Awarded Certificate of Recognition by City of San Diego Community Relations for Outstanding Performance on Duty.
2006 Awarded Certificate of Appreciation from Fire Chief Tracy Jarman for completion of City wide Mobile Data Computer Project success.
2006 Completed TriTech VisiNet Command System Administration Certification.
2006 Completed FEMA Incident Command Procedures and FEMA National Incident Command Procedures training.
2004 Awarded Recognition of Achievement by The Director of Education at ESI for completion of new student labs installation project ahead of schedule.
2004 Completed certificates from Remec Defense and Space for:
Clean Room Procedures
Allowable Tuning Methods
2003 Promoted from Assistant Network Support Technician to Network Systems Administrator at ESI.
2001 Graduated with Highest Honors in Computer and Electronics Engineering.
2000 Completed A+ Certification.
Customer service, technical support, network technician, network administrator