Help Desk It Support
Resume:
Michael Sandoval
Murrieta, CA *****
*********@*****.***
Professional Summary
Experienced multi-tasker able to meet deadlines under pressure. Proficient problem solving and organizational skills. A quick learner who is always ready for the next challenge. Professional demeanor and communication skills.
Willing to relocate to: Orange County, CA - San Diego, CA - Santa Clara County, CA Work Experience
IT Support Specialist
Cumming Group-Murrietta
April 2023 to Present
• Respond promptly to end-user requests, ensuring customer satisfaction and adherence to Service Level Agreements (SLAs).
• Manage and support mobile devices, laptops, desktops, WiFi LAN connections, printers, and phones.
• Address and resolve inquiries related to software or hardware usage.
• Diagnose and troubleshoot technical issues across all IT environments, including operating systems, networks, applications, and hardware.
• Set up new equipment and perform minor hardware and software repairs.
• Accurately document trouble tickets and solutions in a timely manner.
• Collaborate with IT team members to manage ticket handoffs.
• Train users on proper hardware and software usage and update training materials as needed.
• Install and configure IT hardware, software, and peripherals.
• Conduct IT equipment and asset tracking and inventory management.
• Create and update Knowledge Base articles for internal IT and external Team members Help Desk Specialist
GOPRO
April 2022 to April 2023
Full-Time
Site lead for Carlsbad Office
Created new user accounts in AD/ Microsoft Azure and imaged devices Conducted New Hire Orientation
Manage ticket queue system and assist users with troubleshooting software, hardware and network issues
Replaced equipment in server racks
Assist network team with change overs
Reorganized IT stock room
Reorganized Knowledge Base Articles
Assist AV team with conferences rooms and events
Responsible for quarterly E-waste pick up
Assist user remotely using Beyond Trust software
Shipped equipment to user across the US
Assist international office and users in Paris, Amsterdam and China Help Desk Dispathcer
DISNEY/FOX STUDIOS
October 2020 to March 2022
Full-Time
Primary point of contact for Help Desk
Mange ticket queue and delegate task to tech team
Provided weekly ticket queue report
Assisted with company wide domain migration of 4000+ users Respond to phone calls, emails and messages and troubleshoot PC's/Apple devices, printers, peripherals and software issues Work with vendors to provide equipment for production offices as well as Disney, Fox and Paramount Studios
Labor Coordinator/pm
VIDEO TECH SERVICES
October 2014 to March 2020
Full-Time
Assist clients with new orders, changes, additions and cancelations via email/phone call, often after business hours/weekends.
Assign qualified techs to various positions for live events nationwide. Manage crews of Audio-Visual techs and the installation/operation of equipment for Live Corporate Events.
Document client issues/compliments. Monitor and track tech performance. Train/open Dallas and Florida satellite offices and staff. Maintained Client and Technician Databases.
Remote Desktop to assist other co-workers with PC issues. Troubleshoot mobile device issues. Repair/Replace PC components. Change passwords using Active Directory
Field Technician
INTERIOR TECHNOLOGIES
January 2014 to September 2014
Manage crews of low-voltage installations for Smart Home Technologies.
Run/Terminate various audio, video and data cables. Design/Build and install equipment racks
Program Savant and Crestron Smart Systems
Accomplishments
CompTIA A+ Certification
Education
COMPTIA in COMPTIA A
Los Angeles Recording School
October 2020 to October 2020
Certificate in Recording Engineering
Los Angeles Recording School
October 2007 to October 2008
Skills
• Operating systems
• IT support
• Help desk
• Computer networking
• Windows
• Information security
• Software troubleshooting
• VPN
• SSO
• Computer hardware
• PaaS
• Identity & access management
• Customer service
• Active Directory
• Network security
• Cloud infrastructure
• Working Knowledge of installing/maintaining PC/Apple devices, servers, printers, WAP's, switches and routers
Skilled in PowerShell and Python
Outstanding problem solving and critical thinking skills Troubleshooting PC and Network issues
Experienced in Active Directory and Microsoft Azure Terminate and install Cat 5/6 cables, coaxial and fiber Working Knowledge of
installing/maintaining PC/Apple devices,
servers, printers, WAP's, switches and
routers
Skilled in PowerShell and Python
Outstanding problem solving and critical
thinking skills
Troubleshooting PC and Network issues
Experienced in Active Directory and
Microsoft Azure
Terminate and install Cat 5/6 cables,
coaxial and fiber
• Mac OS
• Azure
• IaaS
• Python
• TCP
• Remote access software
• Network support
• Root cause analysis
Links
https://www.linkedin.com/in/mike-sandoval-4816b2b2 Certifications and Licenses
Azure Fundamentals
Present
CompTIA A+
CDL
CompTIA Network+
November 2023 to November 2026
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