Information Technology It Helpdesk

ROLAND ZILM

***** * ***** ** ********, Arizona **143 · 480-***-****

***********@*****.***

Current IT Helpdesk Specialist, who is eager to learn more and obtain certifications and other qualifications. I am currently enrolled in Western Governers University pursuing a degree in Information Technology and a Masters in Information Technology Management. I am experienced with the back end of Active Directory, Azure AD, Google Admin, Office 365 and other various programs. I assisted in the account creation and password management for users in the environment as well as moving and adjusting the organizational units in AD and google admin. I am also looking to grow my technical ability through opportunities to learn from others. I previously served as a missionary for the LDS church in the Dominican Republic living amongst both the middle and lower class, teaching and training other missionaries how to better perform their duties. After completing two years as a missionary, I applied the same principles and work ethic learned there in my career choices using the leadership and skills taught to me through my experiences. I also practice Spanish regularly to be able to continually use it in my career choices.

EXPERIENCE

07/23- Present

IT Helpdesk Specialist, Pinal County

Assist users in troubleshooting issues with their devices over the phone and remote sessions.

Proficiently use tools such as Active Directory, SCCM and others. Assist in the deployment and procurement of County issued Cell Phones Work technology related issues that are submitted in a ticket through the appropriate ticket system

Assist user that come to the Helpdesk window in person Grant and manage building access through appropriate software and procedures

Manage and grant system access through the appropriate procedure Assist is creating user accounts, and VPN access

Maintain appropriate communication through various manners such, Email, Google Chat, Voice Calls and in person, and ticket notes Escalate appropriate tickets to the appropriate team for completion Assist in the ordering of Mobile devices in Verizon and AT&T as well as the set-up and issuance of Mobile devices in a mobile management software. manage and install programs and printers through SCCM and AD Preform necessary hardware and software upgrades in person and remotely Work periodic 24/7 on-call work supporting users after hours. document and use Connectwise to track and manage work and ticket loads. 06/2020-04/2023

IT Site Lead/ Customer Service Rep., Florence Unified School District Maintain and Update both windows and Google Chromebooks, as well as Apple devices such as iPhones, Ipads and some macs. Meet and troubleshoot software and hardware related issues. Troubleshoot and assist in repairing and maintaining the network infrastructure. Talk with and train teachers and students to be able to basic troubleshoot and correct issues

Fix broken computers and set up workstations and other devices. Communicate through various communication methods such as Outlook, teams, microsoft planner and cisco webex to help direct and assure the tasks, projects, and duties were being completed.

Assist in the management of user creation and credentials and organizational units through various systems. (examples are Active Directory, Azure for Office 365 as well as Google Admin) Answer and assist users as problems arise through the ticket system, email and phone call.

Help direct and assist and train the level 1 and 2 technicians to succeed and understand the job requirements necessary for the job. Oversees and assures all special projects and new device rollouts go smoothly and efficiently.

Assist in managing the ticket que to keep at a minimal and manageable level for all technicians on the team.

07/2019- Current

Junior Varsity/ Varsity Football Coach, POSTON BUTTE HIGH SCHOOL Maintain kids within the football team accountable to all aspects. Handle pressure situations during game time.

Use normal office equipment and computers to track performance. Maintain Accountability to Head Coach.

Oversee and manage the position group and players I am assigned and hold them accountable for grade, attendance and performance. 07/2019- 06/2020

PARA-PROFESSIONAL, POSTON BUTTE HIGH SCHOOL

Maintained Accountability for a group of High Needs Kids. Maintain Communication with my Superiors.

Help to maintain appropriate classroom management. Use basic computer skills and office equipment to better hold kids and myself accountable.

02/2016 – 07/2019

CORRECTIONS OFFICER, ARIZONA DEPARTMENT OF CORRECTIONS Maintained a correct physical head count at all times. Assisted in restraining violent and unruly inmates. Employed de-escalation techniques, verbal commands and used physical and mechanical

restraints to address unruly inmates.

Monitor inmate behavior while maintaining a high-level of awareness in order to detect potential

threats and diffuse potential conflicts.

Maintained communications with all other areas of the facility at all times. 01/2015 – 02/2016

INSTALLER, CLASSY CLOSETS

Completed work quickly and helped team members in order to achieve deadlines and satisfy

customers.

Kept worksites organized, clean and free of safety hazards. Worked at customer locations to replace existing or install new cabinets for residential or

commercial use.

Kept supervisor informed of job progress and material requirements 08/2014 – 01/2015

BILINGUAL CUSTOMER SERVICE REPRESENTATIVE, CLEAR PROTECTION TECHNOLOGIES

INC.

Kept customer account information current and accurate by preparing, completing and processing

forms and database changes.

Gathered information from customers and asked open-ended questions to understand needs and

address quickly.

Resolved escalated customer issues quickly to drive client retention. Resolved customer issues using strong interpersonal skills and conflict resolution techniques.

08/2012 – 08/2014

MISSIONARY, CHURCH OF JESUS CHRIST OF LATTER DAY SAINTS Keep up-to-date, thorough and accurate case files. Collaborated with community leaders, organizations and public agencies to promote the

organization's community service programs.

Lead [20 +] missionaries to spread word of LDS [Mormon] religion to

[Dominican] peoples.

Checking in with the 20 plus missionaries on a daily, weekly and monthly basis to perform a performance review and assist them in improving the work.

EDUCATION

04/2016

CERTIFICATE OF CORRECTIONAL SCIENCE, CORRECTIONAL OFFICER TRAINING ACADEMY

05/2012

HIGH SCHOOL DIPLOMA, PERRY HIGH SCHOOL

SKILLS

Approachable

Adaptive in all situations

First Aid/CPR certified

Bilingual

Eager to learn all I can

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