Joshua Lopez

Experience

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  Year Up

  Mar 2011 - Jan 2012

  IT Student

  •Studied basic and advanced computer technical skills•Gained work experience with a qualified list of Year Up Internship Partners

• 

  Boston Children's Hospital

  Aug 2011 - now

  • Manage the queue for the hospital ticketing system (Remedy), and administer department ticketing system (JitBit)• Lead a team of four Desktop Support Technicians to support over 750 assets and over 1900 users enrolled in one of two paid, department Desktop Support programs • Manage one intern every six months through a partnership with Year Up Boston and maintain relationship between Research Computing and Year Up• Conduct regular 1-on-1 meetings, annual reviews, and bi-weekly team meetings• Maintain day-to-day billing system (Quickbooks and proprietary system) which includes creating invoices for paid department services, issuing credits, and generating billing reports for end-users and Research Finance• Delegate and supervise projects such as application retirement (Syncplicity, Carbon Copy Cloner), annual license renewals, inventory management, print server hosting, automated installer scripting, and database maintenance (MySQL)• Manage license contracts and administrative licensing tools for paid research, statistical, genomic, bio-informatics, and productivity software and services (Office 365, Adobe Acrobat, Endnote SAS, SPSS, Sassafras K2 Keyserver, Graphpad Prism, Stata, Geneious, MacVector, Flowjo, Matlab, DNAStar Lasergene, Dropbox, Malwarebytes Endpoint Protection, GSuite, IPA, Crashplan)• Act as an escalation point for any Desktop Support issues in the BCH Research community• Manage access to several department file shares through active directory• Developed department-wide wiki content for both internal and customer-facing use• Draft, document, and implement department SOPs Show less ● Acted as an escalation point and knowledge resource for the Desktop Support Technicians on advanced tickets● Managed several backup infrastructures (Syncplicity, Syncovery, Crashplan, Carbon Copy Cloner, Windows Backup, Dropbox, Google Drive) for client computer systems● Responsible for orchestrating the introduction of several new enrollment programs, application deployments, policy changes, and retirement projects● Assisted in architecting, building, and deploying new physical and virtual servers with a focus on the Windows (Windows Server 2008, 2012) and Linux (Ubuntu, CentOS, RHEL) environments Show less My responsibilities are a combination of Tech I and II duties:Computer Support Tech II• Handle high priority cases much more exclusively• Manage a remote backup server that handles daily backups for over 450 Apple systems• Manage a remote backup server that handles on-demand backups for a few hundred PCs• Manage a MalwareBytes Enterprise Edition Server, deploy remote installations, and administer remote malware scansComputer Support Tech I• Set up computer systems for users that include configuring settings to meet hospital standards, adding systems to the network/domain, connecting them with file servers and installing appropriate software• Migrate user data from Exchange servers and from Entourage to Outlook• Administer Active Directory user accounts including removing individual computer systems from a domain and administered the Research Desktop Support database through Navicat• Install hardware and upgrade operating systems• Work with vendor support contacts to resolve technical problems with desktop computing equipment and software• Perform in and out-of-warranty repairs, for Dell, HP and Apple primarily• Offer advice and consult users on new PC, Mac and hardware purchases• Recover data from broken hardware or crashed systems. Suggest clean-room data recovery vendors for problems beyond our capabilities• Consult users about initial UNIX/Linux installations• Work with other ISD departments to solve problems and help facilitate new PC setups (Desktop location, network jack activation, etc.)• Install encryption software on portable computers Show less

  • IT Manager - BCH Research Computing

    Jul 2022 - now

  • IT Team Lead - Research Desktop Support

    Feb 2018 - Jul 2022

  • System Administrator I

    Oct 2016 - Jan 2018

  • Computer Support Technician II

    Aug 2011 - Sept 2016