Help Desk Analyst

Janzen Derayal

*********@*****.*** • 909-***-****

LinkedIn Profile • Pomona, CA 91766

Driven IT professional with 5+ years of experience in help desk operations, network administration, and system support. Certified in CompTIA and AWS, with a proven track record of enhancing system functionality and network reliability. Skilled in user experience optimization, complex problem-solving, and secure data handling. Committed to driving technological advancements and contributing to high-performing IT teams.

Areas of Expertise

Network & System Administration

IT Infrastructure Maintenance

Peer Training & Knowledge Sharing

Troubleshooting & Problem-Solving

IT Infrastructure Maintenance

Customer Service & Support

Network Configuration (WAN/LAN)

Windows/Linux OS Management

Cloud Computing (AWS)

Help Desk Operations

Data Privacy & Security Measures

IT Asset Management

Professional Experience

Bjs Restaurants, Huntington Beach, CA 2023 to Present

Help Desk Analyst

Resolve technical issues and maintain network integrity for robust IT infrastructure. Provide comprehensive support for administrative and clerical tasks related to messaging and contact management. Facilitate secure data handling and privacy measures to protect sensitive information. Foster collaborative environment, sharing knowledge and assisting in team member training.

●Resolved 50+ level 1/2 technical issues, maintaining 98 % first-call resolution rate

●Configured and optimized 100+ laptops, office PCs, and printers, increasing overall system efficiency by 25%.

●Established and maintained WAN/LAN networks for 20+ restaurant locations.

Focus Pos Ca, Irvine, CA 2022 to 2023

Help Desk Support Technician

Guided team members on product usage and provided comprehensive troubleshooting support. Configured and maintained laptops, PCs, and printers, ensuring optimal performance. Collaborated with customer service and sales teams to ensure seamless issue resolution. Supported team members and clients through diverse communication channels, including email, live chat, and telephone.

●Resolved Level 1 and Level 2 technical issues, enhancing system functionality for software, hardware, and peripherals.

●Streamlined help desk process, reducing average ticket resolution time from 2 hours to 45 minutes.

●Configured WAN and LAN routers for 50+ clients, improving network reliability by 40%.

ProLogistix, Ontario, CA 2021 to 2022

Inventory Control Specialist

Rectified inventory discrepancies by conducting thorough investigations and adjusting records for accuracy. Managed daily cycle counts, swiftly identifying and rectifying errors to maintain inventory integrity. Coordinated processing of damaged goods, adhering to specific vendor and manufacturer guidelines.

●Conducted daily cycle counts with 99% accuracy, identifying and rectifying discrepancies within 24 hours.

●Coordinat3ed processing of damaged goods, reducing waste by 15% through adherence to vendor guidelines.

U.S. Navy Active Duty, Coronado, CA 2020 to 2021

METOC Analyst

Resolved system issues and performed quality assurance checks to ensure data integrity and accuracy. Trained personnel on best practices for data handling, reducing error rates, and enhancing security. Analyzed meteorological data, identifying trends, and drawing actionable conclusions to support mission-critical operations.

●Achieved certification as METOC Analyst after rigorous examination, demonstrating expertise in meteorological analysis.

●Earned Bravo Zulu commendation for exceptional team support during critical mission, highlighting collaborative skills.

●Attained Aerographer's Mate AG-A1 school certification, affirming specialized knowledge in meteorology and oceanography.

●Secured additional certification from Air Force for Aerographer's Mate Class A1, underscoring commitment to cross-service proficiency and excellence.

●Played a key role in training peers, leading to successful certification and advancement.

International Vitamins Corp, Mira Loma, CA 2016 to 2019

Shipping Clerk

Processed and verified customer orders, ensuring accuracy in labeling and documentation to expedite shipments without delay. Coordinated with warehouse personnel to manage inventory, organize stock, and prepare loads for distribution. Operated material handling equipment, including forklifts and hand trucks, to facilitate movement and storage of goods.

●Negotiated with carriers to optimize delivery methods and arranged special handling when necessary.

●Ensured steady supply of shipping materials by maintaining inventory levels.

●Directed warehouse team in stocking merchandise, pulling orders, and setting up loads.

●Collaborated with carrier representatives to determine receipt methods and make special delivery arrangements.

Education

Bachelor of Science in Computer Science – Expected 2026

Western Governors University, Salt Lake City, UT

Certifications

Google IT Support, Google, 2021

CompTIA A+, 2022-2028

CompTIA Network+ ce, 2022-2028

CompTIA IT Operations Specialist

CompTIA Security+ ce, 2022-2025

CompTIA Secure Infrastructure Specialist

AWS Certified Cloud Practitioner, Amazon Web Services, 2023-2026

CompTIA Cloud+ ce, 2024-2027

CompTIA Secure Cloud Professional

CompTIA Cloud Admin Professional

Linux Essentials, Linux Professional Institute

CompTIA Project +

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