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Resume: Jeffery S. Mitchell

Jeffery Scott Mitchell
Helpdesk / Desktop Support Specialist
Microsoft Certified Professional
Van Nuys, Ca 91401

Web & Multimedia


Latham & Watkins
Global Technology 
Dec 2014 to present
Los Angeles, CA
* Global Helpdesk / phone support; Law Firm 2000+ users using ServiceNow; CIC
Interaction Desktop; Microsoft Remote Desktop
* TOOLS: Microsoft SCCM 2007 / 2012 Configuration Manager; Active Directory;
Exchange 2013 Administration; Cisco Unity Voicemail Administration; GEMS (Global
Enterprise Monitoring Service); Dell EMS; Mirror 3; Symprex; Milan Prosperware;
RSA SecurID Console; Bit 9 Parity Admin;
* SOFTWARE: Windows 7, 10; Microsoft Office 2010, 2016; iManage / Desksite;
Litera Change Pro; inTapp DTE; Latham Secure Transfer; McAfee SiteAdvisor;;
Bitlocker;; PS Ship; Intralinks Citrix receiver; Chrome River;
* REMOTE: VPN, RDS, Access Connections; Microsoft Remote Desktop; Good For
Enterprise, Good Works, Blackberry Work; OEAP (Home router setup); Cisco

Internal Revenue Service 
(Abbtech Staffing)
Deskside Computer Specialist
Aug 2012 to Sep 2014
Los Angeles, Ca
* Desktop direct / remote user support / troubleshooting / break/fix of Windows XP,
Windows 7, HP laptops and Dell desktops via Office Communicator, Remote
Desktop, Symantec PC Anywhere, etc.
* Windows 7 migration; computer imaging, pre and post configuration, including
Micorsoft Outlook 2010 personal folders, security certificates, digital signatures,
printer mapping, Blackberry, Smartcard, etc
* Guardian Edge Encryption: recovery and decryption of hard drives. SecureDoc EDE
data recovery.
* Cisco VPN Client, Cisco AnyConnect, Wifi, Wireless aircards
* Printer Migration (IPv6); configured network printers and remotely mapped users
* Storage Room Coordinator / Inventory Control / Targeted Asset Inventory; department shipping point of contact, decommission of $100K+ of equipment, built pallets; managed working equipment inventory
* Responsible for tracking Blackberry Installations for Western Region
* Background Checked; Granted Interim Government Security clearance
* Printer Toner Inventory Coordinator: filled 90+ toner requests per month while routinely closing the most Incident tickets (HP Service Manager) in region
* Support of multiple offices, user instruction and tutoring
* RSSO Smartcard Installation & Distribution Coordinator
* Active Directory: added/ removed computers from the domain, set client roles
* HP Officejet mobile / Lexmark & HP network and desktop printers
* Microsoft Office 2010, ERCS, IDRS, RGS, IAT, ICS, AMS, Taxwise, ERAP
* Lead Windows 7 Refresh Coordinator
* Network printer migration of 300+ desktops using scripts for So. Ca region

Sidley Austin
(TEK Systems)
Technical Support Specialist
Apr to Aug 2012
Los Angeles, CA
* Windows 7 Migration support. Performed pre and post migration checklist for the configuration and deployment of imaged desktops and laptops.
* Post migration incident resolution and desktop support of attorneys and staff
* Symantec Management Agent, Altiris, BMC Remedy Action Request System, iManage Desksite, Microsoft Windows XP, Windows 7, Office 2007

Red Bull
(TEK Systems)
P.C. Technician
Feb 24 to 26, 2012
Santa Monica, CA
* Relocation project: disconnect / reconnect of laptop docking stations, monitors and peripherals.
* Cable dressing, office setup, network and phone connections.
* Dismounted / mounted wide screen monitors on swivel arms.

Myspace Inc
(TEK Systems)
Helpdesk, Desktop Support
May 19 to July 1, 2011
Los Angeles, CA
* Windows 7 hardware upgrades, data migration, configuration and deployment.
* Helpdesk (phone support & created tickets), direct user Desktop Support
* Inventoried salvage room devices and wiped units in preparation for donation.
* Cleaned & organized space to be used for imaging units.
* Complete inventory of office (400+) entered in spreadsheet and physical map
* Salvaged & evaluated equipment, wiped units to prepare for donation
* Installed & setup application software, configured Outlook clients
* Retrieved units directly from terminated employees during massive sensitive lay-off
* Mapped network printers Windows 7, Office 2007, iMAC, Macbook Pro, Active Directory, SMS. Remote Desktop, Blackberry Support, Altris Deployment Console

(TEK Systems)
PC Technician Specialist
Apr 18 to 22, 2011
Los Angeles, CA
* Imaged units using Symantec Ghost, completed setup of units for deployment.
* Inventoried, asset tagged; printers, monitors, input data into online database system
* Swapped motherboards and parts to create working desktop units.
* Organized entire work areas (without being requested to)

Providence Tarzana
Medical Center
(K-Force Technology)
Helpdesk / Service Desk /
Desktop Support Tech
Feb 1 to Feb 9, 2010
Sept. 1 to December 31, 2009
Tarzana, CA
* Helpdesk / Service Desk (Tier 1, 1st month), Desktop Support  Technician (Tier 3)
* Remote Support using DameWare Mini Remote Control Application.
* EXTRA! Attachmate Personal Client (HDCF PBAR Rally) repaired sessions for users
* Repaired & setup users Guardian Edge laptop security WiFi profiles
* Setup network printers, equipment moves, application installation and support
* Toned data ports troubleshooting network connectivity
* AdventNet ManageEngine  Service Desk Plus, HPSM HP Service Manager
* Active Directory account management, assisted users in logging in.
* Microsoft Office 2007 support

Providence St Joseph Medical Center
(Technical Connections)
Helpdesk Technician /
Service Desk Tech Support
March 12 to July 24, 2009
Burbank, CA
* Tier 1 Helpdesk, HP Service Manager Ticketing, ACD phone system
* Submitted tickets realtime into Service Desk with user on phone (no paper).
*  Active Directory administration: Account Management; account creation, disabling, enabling, modification,
* Microsoft SMS and Remote Desktop Support (First call resolution).
* Support of Meditech, Provconnect, Kronos, Lawson Security Administrator.
* Updated CA Regional Service desk Sharepoint
* Performed daily back-ups.
* Dependable coverage, 100% attendance never late, working multiple sites
* Retrieved data from Active Directory for 350+ users and posted in spreadsheet
* Remote Support activities: Setup printers, adjusted video displays, configured Outlook mailboxes, configured Meditech connection

Washington Mutual
(Connexion Systems)
PC Installation Specialist
January 9 to March 11, 2009
Chatsworth, CA
* Disconnect and re-connect of workstations during equipment relocations.
* Installed & configured network printers and connected users.
* Decommission of workstations
* Direct user support after reinstallations

(Global Resources)
PC Installation Specialist
January 21, 2009
Calabasas, CA
* Equipment removal from data center
* Disconnected rack servers, power strips from cabinets, cabling
*Tagged and staged equipment for movers

Technical Support
December 8 to 31, 2008
Simi Valley, CA
* Data gathering into Excel Spreadsheet
* Developed Microsoft Mail merge to automate e-mail creation
* Created hundreds of e-mails sent to users to verify network information

(RCM Technologies)
Field Service Repair Technician
November 6 – 21, 2008
Granada Hills, CA
* Repair of Dell desktops and laptops.
* Field Service Representative: Residential & Business.
* Dell Certified Systems Expert
* Replaced desktop and laptop motherboards and devices

(Global Resources)
PC Installation Specialist
November 7-8, 2008
Woodland Hills, CA
* Disconnect and re-installation of workstations during equipment moves.
* Inventoried and documented cubicle’s PC equipment and verified destination tags.
* Noted workstation’s original setup and drew diagram for reconnect.
* Connected phones and verified connectivity.

Washington Mutual
(Connexion Systems)
PC Installation Specialist
November 3, 2008
Chatsworth, CA
* User support for entire floor during user’s initial return after annual power down.
* Ensured all user’s hardware and peripherals functioned properly.
* Distributed and collected evaluation sheets to all users.

(Global Resources)
PC Installation Specialist
October 31, 2008
Los Angeles, CA
* Reconnect of moved PCs, laptops, docking stations and local printers.
* Verified power-up of computers and monitors.
* Confirmed deployment location against paperwork.

Home Depot
Equipment Installation Specialist
October 31, 2008
Burbank, CA
* BEHR Paint Kiosk removal & installation onsite at Home Depot Store
* Transferred computer, printer, and spectrograph to new kiosk.
* Unpacked unit from pallet and secured old unit on pallet for return
* Interfaced with store management to coordinate store employee’s assistance
* Used printed instructions to install; helpdesk phone support to resolve issues

(Global Resources)
PC Installation Specialist
October 17, 2008
Woodland Hills, CA
* Disconnect and re-installation of workstations during equipment moves.
* Inventoried and documented cubicle’s PC equipment and verified destination tags.
* Noted workstation’s original setup and drew diagram for reconnect.
* Connected phones and verified connectivity.

Electronic Arts
(Global Resources)
PC Equipment Install Technician
June 23, 2008
Santa Monica, CA
* Rollout of Uninterruptible Power Supplies (UPS).
* Unpacked 40+ 20lb UPS units and staged for pre-install preparation.
* Moved units between floors in unsupervised teams according to paperwork
* Connected UPS systems at new location and verified proper operation.

Hardware Install Technician
Oct 9 to Oct 14, 2007
Santa Monica, CA
* Disconnect and re-installation of servers and rack systems during equipment move.
* Observed server room protocol when removing rack systems in a two-man team.
* Removed hundreds of network cables and categorized per instruction.
* Used power screwdrivers and special rack server tools

British Petroleum
PC Installation Specialist
May 11 to June 25, 2007
Carson, CA
* Disconnect and re-installation of workstations during equipment moves at refinery.
* Verified operation and connectivity of workstations and phones after installation.
* Trained to practice refinery safety standards and behavior.
* Cleaned equipment and peripherals at new location, signed off paperwork.

Universal Music
Santa Monica, CA / Universal City, CA
Sept 26 to Nov 13, 2006
February 8 to March 7, 2007
*Provided support for and performed printer migrations from Novell/ Netware and IP addressing to Active Directory.
* Upgraded Symantec Anti-Virus package, removed Norton product.
* Installed Microsoft XP service Pack 2.
* Used Microsoft SMS and other tools to remotely gather customer data
* Imaged computers and installed customer specific applications.

Army Corps of Engineers
Desktop Administrator
May 1, 2002 to August 15, 2006
Los Angeles, CA
* Desktop User and Helpdesk Phone Support. Dependable solo coverage of 1st shift Helpdesk (6:30 – 8:30am, answered phones and created tickets).
* Resolved issues via phone across the District (20%) and provided direct user support (80%) to 400 users, including the Executive Office and Chiefs.
* Primary Tech for Blackberry desktop support.
* Imaging, re-imaging  and data transfer, final configuration and deployment of laptops, docking stations and desktops.
* Confirmed System Updates; Macaffee Anti-Virus, Windows Updates, Service Packs.
* Support of Office 2000 Suite including Outlook personal folders, Exchange profiles, Webmail, Webdesk and PDA synchronization, via dial-in &  VPN.
* Worked with Operation Administrators to add computers to the domain, verify port activations and troubleshoot connectivity problems.
* Desktop Support during Windows 2000 Active Directory implementation. .
* Internet & Multimedia presentation support.

Desktop Support Specialist
January 3, 2002
January 15, 2002
Woodland Hills, CA
* Remove Nimda virus from Win ’98 computer.
* Remove, re-install Outlook 2000.
* Update virus definitions, Norton Anti-Virus Software.
* Emergency call to remove Nimda virus from Win ’98 computer.
* Corrected issue where virus corrupted the Outlook 2000 installation.
* Repaired printing issue and evaluated best location for DSL drop for office.

Wellpoint Healthcare/Verizon
PC Support Specialist
November 6 to 9, 2001 Thousand Oaks, CA
* Internet Explorer 5.0, 5.5 service pack update.
* Verified proper operation of Norton Anti Virus software.
* Ran virus scan for Nimda on 60+ workstations.
* Installed six 17″ monitors.

Rollout Technician
August 2 to August 29, 2001
El Segundo, CA
* Rollout of Compaq DeskpPros / Armanda laptops  with Novell Client for NT/2000.
* Installation of applications using WinInstall Manager & Novell Application Launcher.
* Complete transfer of user & data including: NT Profile,  Personal data, Palm Pilot, Handspring Visor, mapped drives, Novell printer captures, etc.
* Hardware includes Parallel Zip; SCSI Jaz Drive, HP Scanjet daisychains; SATO label, Tektronix  Phaser network printers.
* Rebuilt corrupt roaming NT profiles.
* Created batch files to automate installation procedure that; executed fixes and image updates, connected to remote computer, copied files, changed folder permissions & ownership, etc.

Northrop Gruman/Logicon
Temporary Contractor
March 21 to April 13, 2001
Palmdale, CA
* Deployment of previously imaged IBM Netvista Windows NT computers.
* Ensured installation of necessary applications, transfer of data files and desktop,
re-connect of personal folders and shared mailboxes in Outlook, installation of network & local printers, etc.
* Performed interviews to gather information used to build new machines.
* Repaired units that were previously worked on by other techs.
* Worked briefly with Microsoft Systems Management Server 2.0 in determining which desktops were not connecting to SMS correctly.

Artisan Entertainment
Network Administrator
May 1997 to Dec 2000
Santa Monica, CA
* Administration & Maintenance of a 200+ user Microsoft NT 4 \ Exchange 5.5 \ SQL Server 6.5 Network with Windows ’95, ’98, NT Workstation \ Office 2000.
* Supported desktops, dialing-in laptops and Palm Pilot Organizers.
* Immediately responsible for 7 major software network applications while providing direct user and phone support 70% of the time.
* SQL Database administration.
* Built production Compaq rack servers.
* Set up of remote sites & networks, implemented the IS Helpdesk system.
* Participated in the migration from Novell 3.12 & 4.1 to NT (May ’98) and the conversion of various application data to Microsoft Office.
* Developed Company’s Internal Website.

E-Mail Administrator
Sep 1996 to Mar 1997
Pasadena, CA
* Administered/maintained Lotus cc:Mail post offices, Novell 3.12 servers; POP3 mail (Netscape Mail Server 2.0) accounts, Netscape Fast Track website/server.
* TCP/IP network configuration, drive mappings, software installation.
* Assisted administrators/ users/ via phone, answered afterhour pages (on call).
* Created a VBasic tool which automated the execution of cc:Mail DOS commands
* Developed post office backup strategy using VBasic/Win ’95/SCSI Jaz drives, Windows 3.11 & ’95, NT Workstation 3.51/4.0


Bachelor of Science Technical Management
(Jun ’96) DeVry Institute of Technology – Pomona, CA

Electronic Technician / Computer Repair Certificate
(Windows 2003 Server Installation)
(Aug ’08) West Valley Occupational Center – Woodland Hills, Ca

Graphics For Webdesign / WebPage Designer
(Jun ’08) West Valley Occupational Center – Woodland Hills, CA

Microsoft(r) Certified System Engineer Training
(Mar ’02) NACC – Glendale, CA

Windows 2000 Professional & Server Training (2152)
(Nov ’00) QuickStart Technologies – Woodland Hills, CA

SQL Server 7.0 Administration Training (832B)
(Feb ’99) QuickStart – Woodland Hills, CA

Novell Certified Network Engineer Training
(Apr ’96) Mt. Sierra College –  Pasadena, CA


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Education: Jeffery S. Mitchell

Education Bachelor of Science Technical Management (Jul ’96) DeVry Institute of Technology – Pomona, CA (Suma Cum Laude) Evaluate America Online Core Business Certification Training: Microsoft® Office Word Microsoft® Excel® Microsoft® Office PowerPoint® Microsoft Outlook® Microsoft Office Access® (Summer 2010) Collections (see individual courses) 3201: Developing Microsoft® ASP.NET 2.0 Web Applications 5160: Core Development Microsoft® .NET …

Web & Multimedia Resume: Jeffery S. Mitchell