It Support Help Desk
Resume:
Isaac Martinez
A+ Certified
Chandler, AZ *****
**********@*****.***
Experienced IT professional with a strong background in IT Specialist, IT Help Desk, and IT Support roles. Proven track record of providing exceptional technical assistance to end-users, troubleshooting hardware and software issues, and ensuring seamless IT operations. Proficient in Windows environments as well as Mac ecosystems. Known for excellent communication skills, problem-solving abilities, and a dedication to delivering top-notch customer service. Ready to leverage expertise in driving efficiency and effectiveness within IT operations.
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
IT Specialist
Desert Botanical Garden-Phoenix, AZ
May 2023 to Present
• Worked with Vendors to choose and implement a ticketing system (Servicedesk Plus)
• Installed and configured workstations, phones and desktop printers
• Assisted in the renovation of multiple departments, providing new equipment and ordering IT equipment they may need
• Managed and configured accounts using Office 365 Admin Center
• Assigned ordered and provided licenses in Office Admin Center
• Blocked malicious emails and domains in Office Admin Center
• Provided Users with 1 on 1 security training to prevent phishing and malware attacks
• Worked with multiple departments to develop IT solutions to their problems
• Provided hands on training to users on varying devices (IOS, Android, Windows, Mac, Shoretel Devices)
• Presented new ticketing system to entire site and provided documentation to assist in the transition of email only tickets to using ServiceDesk Ticketing system
• Repaired broken laptops on site and ordered replacements when necessary
• Managed and ordered Adobe Licenses for users
• Created, managed and configured Existing and new users in Active Directory
• Created and modified GPOs in Active Directory
• Managed and Created Email Distribution Groups in Office Admin Center
• Setup and Configured VPN as well as created guide and provided 1 on 1 training for VPN setup and usage
• Setup and managed Microsoft Authenticator for users in Office Admin Center IT Support Specialist
J.B. HENDERSON-Chandler, AZ
May 2021 to May 2023
• Oversee and provide support to 3 different locations including on site at Intel
• Use active directory to create user accounts and provide access to network resources
• Use Azure AD to monitor and configure our mobile devices as well as user profiles
• Install and setup new workstations
• Order new equipment based on site/employee needs
• Handle tickets via chat email and phone
• Closed and resolved 30 percent of all company tickets
• Administer office 365 accounts using Microsoft Admin center
• Provide and create guides and instructions for end users
• Use power shell and CMD prompt to install programs map network drives as well as setup computers
• Use TeamViewer to remotely troubleshoot and configure end user computers
• Train users on teams use
• Setup and configure mobile devices (Samsung and Apple) using Hexnode MDM Help Desk Analyst
NetProTechs-Mesa, AZ
September 2018 to April 2021
• Racked and Stacked Servers in Server Room
• Assisted users with hardware issues
• Assisted with password resets
• Added users to companies
• Installed/removed applications
• Install printers
• Setup new computers
• Remove users from Active Directory
• Provided excellent customer service
• Ensured speedy follow ups on multiple issues
• Work with helpdesk Management to ensure proper service
• Advise customers on which computer would best fit their needs
• Work with application vendors to resolve application related issues
• Repair Windows 10 related problems
• Open and close tickets using Datto service desk
IT Support Specialist
Sovereign Health Group-Chandler, AZ
June 2015 to July 2018
• Image new laptops/desktops (win 7 to win 10 for example)
• Diagnose and repair problems with hardware/software(Printer not connected, Word/Excel not loading)
• Use remote login to help end users, setup/repair equipment
• Setup emails/email accounts (Outlook 2015)on workstations (Pc, laptops)and phones(Android/APPLE
• Maintain network and phone line,
• Update the ticketing system after following up with customers to ensure their issue has been resolved.
• Check Antivirus/Anti-malware updates(NORTON security), run scans and remove viruses/malware.
• Check the status of backups and test to verify backups are running properly.
• Log all help desk interactions and submit daily activity reports to the Admin/SysAdmin
• Resolve problems related to client emails, problems related to third party applications and network issues (LAN, WAN, WIFI).
• Complete a daily report, communicate and liaise with System Administrator Education
A+ Certificate in Information Technology
PJC - Phoenix, AZ
Skills
• Help Desk
• Tech Support
• Service Desk
• Helpdesk Support
• Desktop Support
• Customer Service
• Customer Support
• Active Directory
• Comptia
• VPN
• DNS
• LAN
• WAN
• Microsoft Windows
• Remote Access Software
• TCP/IP
• SharePoint
• Software troubleshooting
• Microsoft Windows Server
• Microsoft Office
• Microsoft Exchange
• Analysis skills
• Information security
• VMWare
• Microsoft Excel
• Operating Systems
• Computer Networking
• System Administration
• Network Support
• DHCP
• VoIP
• Mobile Devices
• Disaster Recovery
• Citrix
• Load Balancing
• Android
• Network Firewalls
• Authentication
• ServiceNow
• Office 365 Admin (7 years)
• PowerShell (5 years)
• Azure (8 years)
• Management (2 years)
• Android (10+ years)
• iOS (10+ years)
• Inventory management
• Budgeting (6 years)
• Prioritizing Tasks (10+ years)
• Leadership
• Process management
• ServiceNow
Languages
• English - Fluent
• Spanish - Fluent
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