IT Tech Support/Desktop Support Troubleshooting Technician
Resume:
Professional Experience
Desktop Support Team Lead
Led a team of desktop support technicians, overseeing the deployment, management, and troubleshooting of macOS and Windows devices through Jamf and Intune, ensuring seamless device provisioning and issue resolution for users
Provided expert technical support for developer and engineering teams, troubleshooting and resolving issues related to various development environments, IDEs, version control systems, and custom engineering tools
Supported call center operations, configuring and troubleshooting softphone setups, ensuring optimal call quality, and streamlining support processes to reduce response times and improve agent productivity
Certified Dell Repair Technician – conducted hardware repairs and diagnostics for a variety of devices, ensuring minimal downtime and quick turnaround times for all end-user hardware issues.
Oversaw the coordination of hardware and software deployments, ensuring timely delivery and configuration of technology resources for employees, with a focus on call center agents and development/engineering teams
Developed and presented IT setup training for new hire call center employees, leading onboarding sessions on day one to ensure agents are properly equipped with IT tools, software configurations, and support processes
Managed badge and access control systems, ensuring proper physical security protocols were in place for all corporate facilities, and overseeing the issuance and deactivation of badges for employees, contractors, and vendors
Trained and mentored junior technicians, guiding them in troubleshooting complex IT issues, developing their skills in hardware repair, software configuration, and user support, fostering a collaborative and efficient team environment
Sunstate Technology Group July 2019 – June 2021
Help Desk Technician II
MSP (Managed Service Provider) – provided support and management of trouble tickets for various clients
Diagnosed and repaired software and hardware issues and conflicts in a break/fix environment
Responsible for addressing, managing, and resolving client network outages as necessary
Coordinated with Management regarding identification of incident patterns as well as potential resolutions
Exceeded department-specific performance metrics while adhering to proper incident handling policies/procedures
Mosaic451 May 2018 – August 2018
Network Operations Security Analyst
Enforced information security policy, standards and guidelines for business operations and technology requirements
Identified IT security risks from technical and functional perspectives
Conducted technical analysis, made change control recommendations, and communicated with business customers
Routine use of intrusion-detection, IDS/IPS, DLP, SIEM, vulnerability scanning, proxy appliances and antivirus tools
Alaska USA Federal Credit Union October 2016 – April 2018
Data Center Support Analyst
Provided technical support to resolve production problems, with triage and/or escalation of more complex problems
Diagnosed and repaired software and hardware issues and conflicts in a break/fix environment
Assisted in leading and coordinating response and resolution efforts for complex system problems/outages
Swift Transportation February 2016 – October 2016
Help Desk Technician
Responded to requests for technical assistance by phone, email and help desk ticket management systems
Utilized various remote access viewers to remote into client computers for assistance
Provided exceptional customer service for a variety of clients on a nationwide level
Estrella Mountain Community College March 2014 – June 2015
Student Learning Facilitator II
Partnered with students in learning organizational skills and development of good study habits to become self-sufficient and independent learners in their individual educational goals
Tutored students in theory, practical applications, and troubleshooting related to computer hardware/software, networking concepts, virtualization, Microsoft Office Suite, Packet Tracer, terminal emulators, etc.
Qualifications
Industry certified: CompTIA Security+/Server+/A+ (all active), Cisco Certified Network Associate - CCNA (expired)
Over 20 years of experience configuring, operating, troubleshooting, and validating various electronics-based systems
Accomplished in problem solving – including identifying problems, analyzing and interpreting material, determining accuracy and relevance of information, coordinating and providing support, and using sound judgment
Superior communication, training, teamwork, leadership – facilitates and promotes positive work environment
Award-winning customer service skills – recognized communicator and organizer
Maintains current professional and technical knowledge pertaining to industry standards and best practices in the IT field
Extensive experience maintaining record integrity and confidentiality of federally-regulated documentation in accordance with industry and governmental standards, legal requirements, and compliance measures
Self-motivated and driven – able to work capably in a team environment, one-on-one, or independently while implementing effective interpersonal, organizational, and communication skills
Talented at coordinating and providing support, managing multiple priorities/projects/tasks, and using sound judgment to ensure desired outcomes and ensure compliance with administrative policies and procedures
Technical Skills
Hardware / software / cabling MACs (move / add / change) LAN / WAN / WLAN OSI / TCP/IP
Network / server administration Routers / switches / firewalls DHCP / DNS / MMC Active Directory
Windows 7, 8, 10, 11, Server Backup / restoration systems Remote access / VPN Virtualization
Printers / scanners / copiers Mac OS (Catalina to Sequoia) Network monitoring Access control
Applications/Tools
Azure, Citrix (Appsense / Director / Studio), Confluence, Connectwise (Automate / Control / Manage / PSA), EAMS (Enterprise Architecture Management System), Google Workspace (G Suite), InfraGard National Members Alliance, Jira, LevelAI, ManageEngine Endpoint Central, MMC (Microsoft Management Console), Microsoft Office/O365, Okta, OneDrive, RDP, SCCM (System Center Configuration Manager), ScreenConnect, ServiceDesk Plus, ServiceNow, Slack, SolarWinds, Teamviewer, TPAM (jumpboxes), Virtual Observer, VMware (vCenter / vSphere), Webex, Zendesk, Zoom
Education
Arizona State University Glendale, AZ
Bachelor of Applied Science – Concentration in Social and Behavioral Science August 2011
Magna Cum Laude GPA: 3.68
Maricopa Community Colleges Various, AZ
Associate of Applied Science – Cisco/Linux/Microsoft Networking December 2014
Associate of Applied Science – IT and Power Systems Security May 2015
Associate of Applied Science – Information Security May 2015
Phi Theta Kappa GPA: 4.0
Community College of the Air Force Lompoc, CA
Associate of Applied Science – Electronic Systems Technology April 2006
National Dean’s List GPA: 4.0
Military Service
United States Air Force March 2002 – March 2006
Satellite/Wideband/Telemetry Communications Systems (SATCOM) Technician
Conducted functional/operational checks, inspections, calibrations, repairs, and testing of mission-critical National Defense Program advanced electronics systems
Awarded the following: National Defense Service Medal / Global War on Terrorism Medal / Good Conduct Medal / Organizational Excellence Award / Master Technician Badge / Distinguished Graduate honors
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