I am an experienced Help Desk Analyst. Throughout my career I have utilized my leadership, planning, managerial skills to consistently increase revenues, reduce costs, and drive customer satisfaction. As my résumé demonstrates, I have strong understanding of LAN/WAN, thorough knowledge of Windows desktop support in business environments, experience with Active Directory user management, print services, file sharing & security, configuration management, and the daily use of applications such as Adobe Connect, RDP, Citrix, and terminal services to remotely connect to Windows desktops for testing, training and repair.

1. EDWARD ELLICO
909-724-8010 edwardellico@gmail.com
Education
Keller Graduate School of Management, Pomona, CA USA-2007
Master of Science (Network and Communications Management) in Security - MNCM
DeVry University, Pomona, CA USA-2002
Bachelor of Science (Telecommunications Management) – NCM
Certifications - A+, Security +, MCP
Cyberonics - Los Angeles, California
Field Service Technician July, 2015 Present
Project Contract upgrades for this Healthcare Medical Device Company with core expertise in neuromodulation - Win7 Tablet
upgrades in Hospital, Doctors Office's in Los Angeles County, Orange County and San Diego County. Configured 10 inch
Motion brand touch screen Win7 Tablets with BIOS configuration, Data Backup, VNS application, and USB Wand testing as
required.
Unisys - Los Angeles, California
Computer Field Technician March, 2015 July, 2015
Project Contract upgrades - Windows 7, Dell and HP Desktop computers for the Department of Public Social Services for Los
Angeles County. Setup computers with configuration and applications as required. Imaging of Windows XP, Windows 7 using
Ghost
Serco-NA - San Diego, California
Help Desk Analyst III / Trainer February, 2011 June, 2013
Laptop Toughbook Windows Tablet management and Helpdesk for the Afloat Training Group (TORIS) Training and
Operational Readiness Information Services Program. Trained Military end users to operate and maintain the suite of applications
used for training and readiness for all US Navy ships. Managed email requests, collaboration software, MS-SQL Databases, XP
and Windows 7 Installations including phone support for training, repair and upgrades. Installation Tablet upgrades and training
support using Remedy
Lockheed Martin - San Diego, California
Systems Analyst Sr. / Trainer February, 2003 October, 2010
Managed Waterfront Support Group for the US Navy. Installed MS 2008 Server Raid5 Installations. Maintained connectivity
including Oracle9i, PeopleSoft, VPN, RDP program installations in the US and Foreign Countries aboard over 150 U.S. Naval
Ships for NSIPS, ESR, CIMS and E-Leave Trainer Applications. Installation and support using Remedy
 Desktop Support Specialist IT Management
 Network Administration
Citibank F.S.B., - Los Angeles, California
Network Administrator December, 1998 July, 2002
Personally managed 100 VP and Regional Managers in multiple locations using Windows 2000 server, Novell 3.12/NT 4.0
networks supporting contact center helpdesk processes and applications including installing, configuring, repairing Lotus Notes
5.x software, training, network maintenance, maintaining customer satisfaction, leading vendor interaction, laptop configuration,
VPN management, TCP/IP management and office location transfer project management. Effectively trained and managed over
100 business laptop/desktop users using Microsoft Office, PC Anywhere, Adobe PeopleSoft, SQL and VNC connect software.
SL Technologies - Santa Monica, CA
Technical Support Assistant June, 1998 – November, 1998
Provided Point of Sale support for this software development company. Created wireless POS systems in-house. Managed
returned POS for maintenance and repair. Shipped out repaired units under Warranty. Utilized Exchange Server and Windows
(NT 4.0, 95 & 3.11). Managed the helpdesk as well as VPN/Dialup administration for offsite customer support analysts.