Personal Information

Profesional Profile

I am a recent University of California Santa Barbara graduate offering a strong technical background in Information Technology combined with excellent hands-on experience as an IT Operations Support Admin working for the San Francisco Department of Public Health’s IT/MIS Group.

Professional Certifications

April 2015 - Present

ITIL® v3 Foundations


"ITIL provides a robust framework for identifying, planning, delivering and supporting IT services that can be adapted and applied to all business and organizational environments. The guidance covers the entire service lifecycle from the identification of business then IT requirements, to designing and embedding a solution to maintaining the new service through continuous review and improvement." - Key Benefits of ITIL®

"The Foundation level is the entry level qualification which offers you a general awareness of the key elements, concepts and terminology used in the ITIL service lifecycle, including the links between lifecycle stages, the processes used and their contribution to service management practices." - ITIL® Foundation Level

June 2015 - Present

CompTIA A+ (In Progress)


"The CompTIA A+ certification is the first step of your professional IT journey. It’s the ideal foundational certification to get started on a career working with cutting-edge information technologies. It covers mobile, tablets, laptops, desktops and beyond. The exam verifies an individual can troubleshoot networking and security issues within operating systems such as Apple, Android, Windows and more. " - CompTIA A+

June 2015 - Present

CompTIA Healthcare IT Technician (In Progress)


Work Experience

May 2015 - Present

IT Operations Support Admin

San Francisco Department of Public Health
375 Laguna Honda Blvd, San Francisco, CA 94116

As a member of the San Francisco Department of Public Health’s Desktop Support team for Laguna Honda Hospital, I am personally responsible for over a thousand computers, printers, scanners, computer on wheels (COWs) and label printers.

November 2014 - May 2015

Helpdesk Support Admin

San Francisco Department of Public Health
1380 Howard Street, San Francisco, CA 94103

As a member of the San Francisco Department of Public Health’s IT Help Desk, I was personally responsible for over 50-60 help desk calls or emails per day. As a first-level technician, my responsibilities included documentation of the incident and technical troubleshooting of the incident. If the incident could not be resolved over the phone by myself, then I would escalate it by creating a help desk ticket, and assigning it to the appropriate second-level technical group. After I had finished escalating the incident, I would continue to monitor the open ticket for notes from the second-level technician, so I could provide the user with updates on the status of their ticket.

As well as my daily help desk responsibilities, I was personally responsible for monitoring the status of servers and the network in the Department of Public Health’s data center. If I observed upon my hourly checks that a server or network was down, I would first log the time it went down and then contact the appropriate system administrator or technician. If the downtime affected multiple sites and users, I would then inform the manager on duty, so the incident can be escalated and actively monitored.

  • Handled 50-60 help desk calls/emails daily and consistently met high customer service standards.
  • Reset passwords and unlocked user’s Active Directory, Office 365, Invision LCR and eClincalWorks accounts.
  • Opened help desk tickets to create new Active Directory and Office 365 accounts.
  • Troubleshooted Imprivata OneSign “Tap-n-go” login issues.
  • Maintained the user directory database by adding or modify user’s contact information.
  • Monitored the data center for scheduled maintenance (i.e., change controls) and unexpected downtime.
  • Changed the backup tapes in the data center’s backup server, and prepared them for off-site storage with Iron Mountain.


September 2012 - August 2014

University of California Santa Barbara

Bachelor of Arts, English

I attended the University of California Santa Barbara from September 2012 to August 2014 where I majored in English. Ever since I was a child, I have had a passion for reading and literature. At college, I got to turn my passion for literature into the sole focus of my college studies.

Some may ask why I pursued a traditional liberal art education, especially if my intended career field was Information Technology. For me, a solid grasp of the English language is critical for the application of my technical IT skills. However I communicate, whether it be via email or phone, my ability to understand and be understood by others is critical for the function of my duties. Too often engineers and technicians cannot communicate with ordinary people, due to lack of strong communcation skills. While they may have a strong technical knowledge, the inability to express themselves renders any of their technical knowledge null.