Sign in

IT Support Specialist / /Customer Service

Hacienda Heights, CA, 91745
November 17, 2022

Contact this candidate


Melvin R Miranda

Phone: 626-***-****

**** ****** *****, ******** *******, CA 91745



My Objectives are to learn a new skill if needed. I thrive on learning and working with others. I guess that is why I was able to work in a call center for 18yrs and now I am wanting a new challenge in my life and wanting a new change of environment.

Ability Summary

I am a great Team Player. I thrive on resolving issues on a first call basis when possible. I try to listen to the issues at hand and start to plan a way of resolving the issue with little to no downtime to the customer or to the team.

Employment History

IT Support Engineer I

09-19-2022 – 11-10-2022 – Level2 Designs

Datto Autotask

Hardware and Software configuration of desktops, laptops and tablets

O365 Admin Tasks – Onboarding and Off-boarding

Active Directory

VMware configuration and monitoring

Installation of network printers for clients

A/V and Conference room setup

Cloud and Data Security

Configuration of network switches and firewalls

Veeam Backup and configuration

Field Support Technician II

03-07-2022 – 09-16-2022 - SLH Tech, LLC - Elwyn

Zen Desk Ticketing System

Windows 10 Environment Troubleshooting workstations and laptops

MS O365 Environment, MS Office Online Apps, MS Outlook updating and troubleshooting software for remote office locations in Southern California

Canon Copier/Scanner/Printer – installation, network set-up, uni-flow-printing

AD creating user accounts, removing permissions, adding to groups

Replacing Home All in one PC systems with updated Dell Laptops, docking stations and dual monitor set-ups.

Reimaging Dell Latitude laptops 3510, 3520 series

Desktop Support Technician

01-05-2022 to 02-25-2022 – Apple One Employment – IQAir Company

Working on Service Desk Ticketing System

oRequest and Incident tickets created and distributed

Window 10 Environment Troubleshooting workstations and laptops

MS O365 – installation, configuration, updating and troubleshooting

MS Outlook – creating accounts for new onboarding candidates

HighSystems Imaging System

oReimaging DELL Latitude laptops 7400, 7420

oDell Optiplex 7090 – reimaging for smart TV’s in meeting rooms

oDell XPS Systems – imaging and configuration setup

Onboarding new employees to IQAir – meeting and orientation discussions

E-Cycling – managed assets to be e-wasted, sent excel doc of equipment to be disposed

Customer service and took care of IT service calls that came into the Service Desk queue.

Created DELL Service Calls for repairs and HP Service calls to ship printers for repairs

Unemployed - 11-20-21 to 01-04-2022

Systems Analyst 1

05-20-2021 to 11-19-2021 – TekSystems – Starbucks Coffee Company – (Remote)

Working on HHOP Tablet project – Android Tablet setup for Drive Thru – Stores

Service Now ticketing system

Cisco VPN

Cisco Meraki Dashboard – Access Point Access & Switch verification

Tuner Administration for tablet updates & configuration

EMC Administration for setting up download packages for tablet installations

AWS – Amazon Phone VOIP Systems – use and queue management

MS Outlook set up and configuration.

Office 365 – Excel, Word, & Powerpoint

Answering phone queues for verification of Technicians scope of work at the stores.

Setting up – print labeler printers for the store, permissions, printer routing

SPC Administration – monitored and set up new stores for tablet instalaltions

Microsoft Teams Application – Meetings and Team gatherings

Troubleshot stores with multiple issues – chronic store queues – High volume stores.

IT Help Desk – User Support Assistant

04-13-2021 – 5-20-2021 – Robert Half Technology – Munger, Tolles & Olson, LLP

Workstation Set up

Reimaging Desktops and Laptops

Assist users in office with any IT Help

Replacing old computer equipment in offices

Service Desk Analyst

12-17-2020 – 04-09-2021 – DiSYS - TCS / SCE

Answering customer calls to reset passwords through Active Directory, RSA / VPN Resets, Mainframe password resets, OKTA Password resets.

Tivoli Mainframe password and account confirmation

BMC Remedy Help Desk ticketing system

Microsoft 365 Office –Outlook, Excel, Word, Powerpoint, Microsoft Teams

Skype and Zoom Conference set up and installations

Troubleshoot DELL Laptop configuration and set up for new users

Avaya Phone Systems

Help Desk Analyst

08-10-2020 – 12-09-2020 Apple One Employment - Hot Topic

Answering Store Phone calls, e-mail requests, created tickets from BMC Track from store issues experienced.

Created tickets / incidents using BMC Track It Software

Resolved Store issues with first call resolution when possible

POS Xstore, Altiris, Remote Central VOIP answering software

Windows 7 & 10 Environment, MS Office, MS Word, MS Excel, MS Outlook.

Windows Active Directory, creating groups, monitoring accounts

Cisco Meraki Console monitoring, Unifed AP monitoring

Staging of replacement VeriFone Pin Pad units to be shipped to stores

Resolved Network Issues, Cellular Back up, dispatch and create technician repairs needed for the store issues.

Mobile POS – IPAD, Blue Tooth Scanner, troubleshooting of mobile devices and or wireless printers.

Unemployed - 12-2019 – 07-2020

Help Desk Coordinator, Sr. Tech

06/2001 - 12/2019

Trader Joes Company

Answered phone calls from stores

Created calls for issues experienced at stores

Opening / Closing or program issues

Resetting of password for computer systems or user accounts

Receiving returned equipment from stores to be categorized for repairs

One call resolution of store issues when possible

Active listening – listening to team member issues and concerns

Communication – communicating with the team on critical incidents with stores

Computer skills – extensive troubleshooting and documentation of incidents, creating KBA Articles for the Help Desk.

Customer service – Listening to each call and getting rapport to their issues

Leadership – taking lead on projects and tasks for the day

Management skills – being a point of contact when Supervisor is not available

Problem-solving – researching, working with other groups to resolve complex issues.

Time management – managing my time to assist customers and crewmembers with issues on calls whenever possible, completing calls and follow ups for the day.

Project Coordinator / Lead – Preventative Maintenance on POS Registers for the stores – clean-up of system boards, cabling & repair of broken equipment and servicing of the network cabinet.

Active Directory Management – Add / Delete – Employees, groups, onboarding

Desktop Support - Assisting with office employee requests and equipment replacement and installations.

Education and Training

Issuing Institution


Degree Received

Course of Study

Computer Education Institute

Los Angeles, CA

2 Years at College or a Technical or Vocational School



Los Altos High School Hacienda Heights, CA Graduated Diploma

Occupational Licenses and Certificates

Certification Title

Issuing Organization

Completion Date


Comp Tia


Detailed References

Tony Borras, Customer Service

California Title

3324 Belle River Drive

Hacienda Heights, CA 91745


Personal reference known for 38 year(s).

Mike Larsen, Programmer

Ekim Productions

3852 S. Silver Oak Way

Ontario, CA 91761


Personal reference known for 19 year(s).

Social Media:

LinkedIn -

Contact this candidate