Information Technology Desktop Support

EDUCATION

United States Air Force Veteran, Information Technology Specialist

Bachelor of Science in Information Technology, University of Phoenix, Arizona

SUMMARY OF PROFICIENCIES

Over 12 years of progressive experience with Windows, Mac OS, iOS, and Linus operating systems.

MS Office Suites, Active Directory (AD), DHCP and DNS, Imaging, Desktop Support and VoIP.

Configured, and administered Exchange 2016/2019, TCP/IP, DNS, DHCP, and network fundamentals.

LAN, WAN, and SAN networks were troubleshooted, designed, and optimized using SCCM procedures.

Excellent analytical, verbal, and written communication skills.

Knowledgeable, and technically adapted to a wide range of desktops, mobile devices, and networks.

Experience working with Microsoft Office O365, DHCP, and DNS applications.

Strong work ethic and initiative.

PROFESSIONAL EXPERIENCE:

ALORICA

Costco Concierge Services – Tech/Customer Support Representative

December 2022 - April 2024 (Remote)

Assisted customers in troubleshooting and resolving issues with products and services.

Diagnosed and resolved hardware and software issues on laptops, mobile devices, and applications.

Effectively communicate with customers to address their concerns and ensure satisfaction.

I specialize in troubleshooting MacBook Pro and iPhone 14/14 Plus systems.

La Mesa RV

Level II Technical Support – Help Desk

July 2021 – November 2022 (Remote)

Guided clients in installing applications and configuring computer peripherals.

Conducted remote troubleshooting using tools like Dame Ware, Remote Access Plus, and Remote PC.

Customized Apple device applications to meet unique client needs.

Ensured systems functioned optimally through proactive follow-ups with clients.

VeriFone, INC

Tech Support Level II

May 2020 – April 2021(Remote)

Assisted customers with installation, operation, and maintenance of onsite devices.

Documented and escalated customers ’calls to the JIRA ticking system.

Diagnosed hardware and software issues using established procedures.

Used SCCM products to monitor, update, and secure large groups of computers

Hewlett Packard Enterprise

System/Software Support

August 2019 – March 2020

Troubleshooted and reinstalled software programs on various copiers and printers.

Performed Dell laptop and desktop hardware break/fix.

Worked with Engineering support on product defects and testing with scripting software.

Diagnosed and resolved Personal Computer (PC) hardware and software issues.

Sequential Technology International

IT Analyst

November 2018 – June 2019 (Contract Work)

Reimaged, repaired, and upgraded Windows 2008, 2012, and 2016 servers.

Set up over 250 user accounts and VPN access in Active Directory improving system efficiency.

Resolved network printers and copier issues, reducing downtime and improving productivity.

Banner Medical Hospital

Helpdesk Technician

April 2018 – October 2018 (Contract Work)

Supported MacBooks and Apple laptops running Mountain Lion OS X 10.8.x and Mavericks OS X 10.9.x.

Enhanced asset security by scripting automated inventory barcode recognition software.

Deployed over 100 new computers ahead of schedule, meeting project deadlines efficiently.

Goodwill Industries of Southern Arizona

Support Specialist

January 2017- October 2017 (Contract Work)

Created security groups in Active Directory and local POS systems ensuring secure access control.

Assembled and deployed PCs and laptops across the network to meet organizational needs.

Delivered clear, concise explanations to resolve customer issues effectively.

Mind Play, Educational Software Development Company Inc.

Program Analyst

August 2016 – January 2017 (Contract Work)

Installed and updated desktops, laptops, and peripherals, ensuring system functionality.

Performed break/fix support and resolved hardware/software issues for Windows 7, 8.1, and 10.

Trained staff on system updates and maintenance to reduce downtime.

Smart Source, Technical Staffing Solutions Inc.

Field Consultant

April 2016 - June 2016 (Contract Work)

Delivered on-site technical support for laptops and other devices.

Conducted diagnostic tests to ensure optimal equipment performance.

Performed equipment installations, moves, and upgrades as part of deployment projects.

Experis US, Inc.

Microsoft Office 365 Ambassador

October 2015 - March 2016 (Remote)

Assisted Small and Medium Business customers transitioning to Office 365 applications.

Provided expertise on ADES, DirSync/AAD Sync, and Exchange Hybrid systems.

Trained customers on cloud productivity tools like Google Apps and Office 365.

Ventana Medical, Oro Valley Arizona

Technical Analyst

December 2013 – October 2014

Configured enterprise-class virtualization for data center and hybrid cloud environments using Hyper-V.

Monitored VMware operating systems for high performance and efficient storage usage.

Provided comprehensive support for LAN, WAN, SAN, and VPN infrastructure.

Training

CompTIA A+ Certified

Network+ Certified

Security+ Certified

Cisco Training

ServiceNow certified

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