Luis Bernabe
Star
Summary
Experienced System Administrator with [14] year background in Information Technology. Expert in [Microsoft Client and Server Operating System] and [Information] systems. Known for best-in-class hardware and software knowledge and detail-oriented project roll outs. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Information Security Analyst
Pinnacle Treatment Centers
Mount Laurel
10.2024 - Current
- Monitored network security systems to identify potential threats and vulnerabilities.
- Developed training materials for staff on information security awareness.
- Responded to security breaches by executing incident response plans effectively.
- Educated users about IT security policies and procedures.
- Ensured compliance with industry regulations such as HIPAA or PCI DSS.
- Performed vulnerability scans on systems, networks, applications and databases.
- Reviewed security bulletins and vulnerability patch releases.
- Worked closely with fellow security personnel to remedy and alleviate technology issues.
- Configured firewalls according to best practices standards for secure data transmission.
- Updated virus protection systems based on computer virus reports.
- Maintained up-to-date knowledge of emerging cyber threats, attack vectors, malware trends.
- Developed and implemented security policies and procedures.
- Conducted penetration testing exercises to assess the effectiveness of existing controls against real world threats.
- Maintained up-to-date knowledge of industry trends and emerging threats in cybersecurity.
IT Desktop Support Specialist
Ovatio Technologies
City of Los Angeles
05.2021 - 10.2024
- Prioritized and fielded IT ticket requests, providing technical support, troubleshooting and issue resolution to maintain system performance levels.
- Applied internal policies and procedures to new desktop system onboarding processes, installing required software and peripherals per guidelines.
- Participated in maintaining approved vendor lists for hardware repairs, advising internal and external personnel on providers of replacement parts.
- Pulled from deep IT knowledge to coordinate physical and software process improvement, pilots and proofs-of-concept.
- Resolved service requests by individually troubleshooting and addressing user issues.
- Lent technical support, consulting and implementation services to maintain system performance thresholds.
- Researched and maintained IT project and service documentation to assist future problem resolution.
- Designed and customized implementations to provide system integrity and security.
- Installed and configured printers and scanners and reset default device passwords to prevent cyber attacks.
Information Technology Administrator
Pixi
Santa Monica
01.2021 - 05.2021
- Created centralized configuration management plans for multi-site businesses, prioritizing standardized system frameworks to ease future support deployments.
- Designed service call policies, specifying proficiencies for employees and escalation points when support ticket resolution required supervisor expertise.
- Managed equipment placement, power management, infrastructure expansion, security and data center modifications.
- Improved IT infrastructure, help desk, sales, account management and service operations.
- Collected and defined business requirements to create successful roadmaps and implementation plans.
- Supervised IT procedures for asset liquidations and acquisitions.
Level II Technical Support
CareIsmatic Brands
Chatsworth
11.2020 - 03.2021
- Consulted users to determine areas in need of improvement.
- Integrated cutting-edge infrastructure tools to migrate network operations to virtual server computing environment.
- Spearheaded server infrastructure development, quality control, staging and production operations.
- Set up user accounts, permissions and passwords and defined network policies and procedures.
- Analyzed intricate server issues and supported large enterprise and business-critical applications.
- Planned, tested and supported high-availability infrastructures.
- Increased system security and performance with proactive changes.
- Supported, configured, maintained and upgraded customer networks and in-house servers.
- Researched, recommended, configured and supported hardware and software for multiple departments.
- Determined and alleviated hardware, software and network issues.
- Assessed latest innovations to recommend and adopt cost-effective, useful solutions.
- Set up, optimized and managed network equipment.
- Developed and tested company-wide servers for printing, file storage and applications.
- Improved job tasks and mentored junior team members on best practices and standards.
- Managed network-related projects from concept to implementation.
- Promoted continuous improvement for IT governance processes.
- Orchestrated and oversaw upgrades to system hardware and software.
- Delivered reliable support for all server class systems.
- Managed day-to-day storage equipment administration to promote optimal system asset application.
- Submitted recommendations regarding infrastructure overhauls.
- Provided effective resolutions to issues and escalated problems with knowledgeable support and quality service.
- Generated reports outlining network performance, costs and downtime issues.
- Kept flexible schedule and resolved after-hours and weekend emergencies quickly and accurately.
Senior IT Helpdesk Specialist
Valley community Hospital
North Hollywood
05.2020 - 10.2020
- Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
- Reviewed current hardware and software and recommended modifications to increase system speed.
- Removed malware and viruses from laptops and desktop systems using specialized software.
- Updated software versions with patches and new installations to close security loopholes and protect users.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Installed and configured printers and scanners, resetting default device passwords to prevent cyber attacks.
- Conferred with vendors to obtain replacement hardware or software and escalate more complex concerns.
- Assisted in technical support process refinement to improve customer service and support.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Disassembled computer systems to troubleshoot and resolve hardware issues.
- Set up new desktop systems and configured laptops for incoming employees, loading required software and server permissions.
- Advised customers and users regarding required maintenance practices of diverse software systems for OEM warranty requirements and industry best practices.
- Assisted end-users with software and hardware troubleshooting to determine causes of system malfunction.
- Consistently responded to customer service emails within standard window for optimal response.
- Documented repair processes and helped streamline procedures for future technical support actions.
- Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Performed daily maintenance of computer systems to keep network processes fluid.
- Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.
- Demonstrated self-reliance by meeting and exceeding workflow needs.
- Improved customer satisfaction by finding creative solutions to problems.
- Recognized by management for providing exceptional customer service.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Improved operations by working with team members and customers to find workable solutions.
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
Security Engineer
Scorpion Design Inc.
Valencia
03.2019 - 03.2020
- Analyzed system risk to identify and implement appropriate security countermeasures.
- Updated virus protection systems based on computer virus reports.
- Planned and executed [Disk encryption and MDM].
- Monitored multiple databases to keep track of all company inventory.
- Audited networks and security systems to identify vulnerabilities.
- Made recommendations to improve security procedures and systems.
System Administrator for Video Production Team
Scorpion Design Inc.
Valencia
08.2018 - 03.2020
- Improved job tasks and mentored junior team members on best practices and standards.
- Submitted recommendations regarding infrastructure overhauls.
- Consulted users to determine areas in need of improvement.
- Delivered reliable support for all server class systems.
- Assessed latest innovations to recommend and adopt cost-effective, useful solutions.
- Set up user accounts, permissions and passwords and defined network policies and procedures.
- Analyzed intricate server issues and supported large enterprise and business-critical applications.
- Increased system security and performance with proactive changes.
- Promoted continuous improvement for IT governance processes.
- Provided effective resolutions to issues and escalated problems with knowledgeable support and quality service.
- Orchestrated and oversaw upgrades to system hardware and software.
- Researched, recommended, configured and supported hardware and software for multiple departments.
- Kept flexible schedule and resolved after-hours and weekend emergencies quickly and accurately.
- Determined and alleviated hardware, software and network issues.
IT Support Specialist
Scorpion Design Inc.
Valencia
02.2017 - 02.2018
- Served as level-three support escalation point for help desk-members distributed support staff.
- Set up new desktop systems and configured laptops for incoming employees, loading required software and server permissions.
- Devised incisive workarounds and resolutions for technical problems.
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
- Performed daily maintenance of computer systems to keep network processes fluid.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Implemented scheduled and procedure techniques for conducting routine maintenance on servers and systems, keeping networks fully operational during peak periods.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.
- Supported [C-level/Internal] employees having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
- Drafted technical documents, including whitepapers, user manuals, implementation documentation and support base entries.
- Assisted online users via live chat, web conference and phone to resolve issues related to [Hardware] and [Software] use and access.
- Documented repair processes and helped streamline procedures for future technical support actions.
- Updated software versions with patches and new installations to close security loopholes and protect users.
- Responded to support tickets within [5-15 minutes] to improve customer service.
- Observed system functioning and entered commands to test different areas of operations.
- Removed malware and viruses from laptops and desktop systems using specialized software.
- Assisted end-users with software and hardware troubleshooting to determine causes of system malfunction.
- Created user documentation and manuals for use in training classes and on-boarding sessions.
- Maintained inventory of IT supplies by checking levels on daily basis.
- Conferred with vendors to obtain replacement hardware or software and escalate more complex concerns.
- Installed and configured printers and scanners, resetting default device passwords to prevent cyber attacks.
- Facilitated system migration projects during off-hours to avoid outages and network bottlenecks.
- Consistently responded to customer service emails within standard window for optimal response.
- Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.
- Reviewed current hardware and software and recommended modifications to increase system speed.
- Configured new employee work stations, including all hardware, software and peripheral devices.
IT Support Specialist
Advanced Bsuiness Innovations
Canoga Park
02.2015 - 02.2017
- Installed software updates and vulnerability patches on critical servers to prevent possible threats from penetrating networks.
- Reviewed current hardware and software and recommended modifications to increase system speed.
- Drafted technical documents, including whitepapers, user manuals, implementation documentation and support base entries.
- Updated software versions with patches and new installations to close security loopholes and protect users.
- Advised customers and users regarding required maintenance practices of diverse software systems for OEM warranty requirements and industry best practices.
- Assisted online users via live chat, web conference and phone to resolve issues related to [Software] and [Hardware] use and access.
- Assisted in technical support process refinement to improve customer service and support.
- Assisted end-users with software and hardware troubleshooting to determine causes of system malfunction.
- Responded to support tickets within [5-15 minutes]to improve customer service.
- Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.
- Repaired hardware components on networks, including firewalls, routers and [Network] devices.
- Configured new employee work stations, including all hardware, software and peripheral devices.
- Disassembled computer systems to troubleshoot and resolve hardware issues.
- Installed and configured printers and scanners, resetting default device passwords to prevent cyber attacks.
- Removed malware and viruses from laptops and desktop systems using specialized software.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Performed daily maintenance of computer systems to keep network processes fluid.
- Consistently responded to customer service emails within standard window for optimal response.
- Responded to [2-3] individual tickets every [5-15 minutes] to provide end-user support on [Workstations], [Hardware] and [Software].
- Set up new desktop systems and configured laptops for incoming employees, loading required software and server permissions.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Facilitated system migration projects during off-hours to avoid outages and network bottlenecks.
- Provided local and remote Tier 1 IT support for hardware and software to company personnel.
- Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
Junior System Administrator
ITT Technical Institute
Sylmar
02.2013 - 02.2014
- Provided effective resolutions to issues and escalated problems with knowledgeable support and quality service.
- Trained internal staff members on administrative processes, work instructions and procedures to facilitate consistent and seamless company operations.
- Consulted users to determine areas in need of improvement.
- Promoted continuous improvement for IT governance processes.
- Improved job tasks and mentored junior team members on best practices and standards.
- Kept flexible schedule and resolved after-hours and weekend emergencies quickly and accurately.
IT Support Specialist
Vaughn Charter School
San Fernando
06.2005 - 06.2011
- Provided local and remote Tier 1 IT support for hardware and software to company personnel.
- Set up new desktop systems and configured laptops for incoming employees, loading required software and server permissions.
- Conferred with vendors to obtain replacement hardware or software and escalate more complex concerns.
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
- Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.
- Removed malware and viruses from laptops and desktop systems using specialized software.
- Disassembled computer systems to troubleshoot and resolve hardware issues.
- Documented repair processes and helped streamline procedures for future technical support actions.
- Reviewed current hardware and software and recommended modifications to increase system speed.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Consistently responded to customer service emails within standard window for optimal response.
- Advised customers and users regarding required maintenance practices of diverse software systems for OEM warranty requirements and industry best practices.
- Facilitated system migration projects during off-hours to avoid outages and network bottlenecks.
- Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.
Education
Bachelor of Science - Information System And Cybersecurity
ITT Technical Institute - Indianapolis
Sylmar, CA1 2016
Associate of Science - Network And System Administration
ITT Technical Institute - Indianapolis
Sylmar, CA1 2014
Skills
- Technical support
- Technology development
- Oral and written communication
- Testing and debugging
- Optimizing and performance tuning
- Strong analytical skills
- Compliance and regulations
- Online learning
- Best practices and standards
- Timeline management
- UNIX/LINUX
- Network penetration testing
- Excellent problem solving skills
- Information security
- Operating systems
- Technical help desk experience
- Windows operating systems
- Cybersecurity analysis
- Team oversight
- Information technology
- Content management systems
- Technical writing
- Network security
- Vulnerability assessment
- Firewall configuration
- Deductive reasoning skills
- Forensic analysis
- Vulnerability & penetration testing
- Linux server
- SIEM management
Certification
- Windows Forensics and Tools
- Computer Hacking and Forensics
- ACA Mac Integrations Basics 10.13
- ACSP macOS Support Essentials 10.13
- Learning Powershell 5
Education and Training
other,other
Timeline
Information Security Analyst
Pinnacle Treatment Centers
10.2024 - Current
IT Desktop Support Specialist
Ovatio Technologies
05.2021 - 10.2024
Information Technology Administrator
Pixi
01.2021 - 05.2021
Level II Technical Support
CareIsmatic Brands
11.2020 - 03.2021
Senior IT Helpdesk Specialist
Valley community Hospital
05.2020 - 10.2020
Security Engineer
Scorpion Design Inc.
03.2019 - 03.2020
System Administrator for Video Production Team
Scorpion Design Inc.
08.2018 - 03.2020
IT Support Specialist
Scorpion Design Inc.
02.2017 - 02.2018
IT Support Specialist
Advanced Bsuiness Innovations
02.2015 - 02.2017
Junior System Administrator
ITT Technical Institute
02.2013 - 02.2014
IT Support Specialist
Vaughn Charter School
06.2005 - 06.2011
Bachelor of Science - Information System And Cybersecurity
ITT Technical Institute - Indianapolis
Associate of Science - Network And System Administration
ITT Technical Institute - Indianapolis