IT Deskside Analyst/Support

REYNA BALBUENA

Hyattsville, MD ***** 240-***-**** ************@*****.***

Professional Summary

Dedicated and enthusiastic bilingual IT specialist with practical experience gained through coursework and hands- on projects. Proficient in troubleshooting software and hardware issues, and applying theoretical knowledge into practice. Demonstrated effective collaboration in team projects, showcasing adaptability and a strong willingness to learn. Currently working towards obtaining AWS certification to highlight commitment to advancing skills in the IT field.

Work History

IT Helpdesk Support Jan 2025 - Current

Rochambeau French International School Bethesda, MD

• Support students, teachers, and staff with a wide range of technical issues, including login assistance for school accounts, access to learning management systems like Google Classroom, and troubleshooting device connectivity problems across campus.

• Maintain and manage school-issued devices including Chromebooks, iPads, and staff laptops, ensuring they are properly configured with required educational software, security updates, and monitoring tools for student safety.

• Provide first and second -level support for classroom technology including interactive whiteboards, projectors, document cameras, and audio systems to ensure minimal disruption to learning activities when technical issues arise.

• Manage the school's student information system and other administrative software, helping users with account access, data entry, and generating necessary reports in both English and French.

• Process and track all support requests through a ticketing system, maintaining clear documentation of issues and solutions while prioritizing urgent classroom support needs.

• Collaborate with the IT team on larger projects including hardware refreshes, software deployments, and network upgrades during school breaks to minimize impact on educational activities.

• Provide basic training sessions for new staff members on school technology systems and create documentation in both English and French for common technical procedures and troubleshooting steps. Deskside Analyst May 2024 - Jan 2025

AO Shearman Washington, DC

• Provide comprehensive deskside support to attorneys and staff, resolving hardware, software, and peripheral issues in a timely manner, ensuring minimal disruption to workflow.

• Expertly troubleshoot and resolve issues with legal-specific software, including iManage, RSA, Microsoft 365 and various e-discovery tools, enhancing overall productivity.

• Record all requests for assistance in the Helix call logging system, ensure all calls are responded to within a timely manner.

• Perform routine maintenance, updates, and upgrades on laptops, and mobile devices, ensuring all equipment met firm security standards and compliance requirements.

• Collaborate with IT teams to manage and implement system upgrades, software rollouts, and hardware migrations, contributing to seamless transitions with minimal downtime.

• Manage IT inventory, including provisioning new hardware, imaging laptops, tracking assets, and ensuring optimal resource allocation and utilization.

• Develop and update technical documentation and user guides, providing clear and accessible resources for end- users and enhancing self-service capabilities.

• Set up and support conference room presentations and video conferences. IT Help Desk Technician Jul 2023 - Jan 2024

Capital Area Food Bank Washington, DC

• Provide exceptional technical support to end-users, resolving hardware and software issues effectively.

• Utilize Jira ticketing systems to manage and prioritize support requests, maintaining a high level of organization.

• Planned and constructed a Jira ticketing queue project for specific departments using Asana to assort my plan and Jira to create the ticketing queue.

• Offered remote assistance through N-Central, email, and chat, ensuring timely problem resolution and excellent customer service.

• Create and update comprehensive documentation of common issues and solutions to enhance the knowledge base.

• Demonstrate strong communication skills in explaining complex technical concepts to non-technical users, resulting in improved user understanding.

• Conduct on boarding and training sessions for new employees, fostering their ability to use software and hardware effectively.

Skills

• Team orientated

• Problem solving

• Task management

• Excellent communication skills

• Time management

• Process integration

• Customer escalation

• Technical troubleshooting

Education

Diploma: IT Jan 2024

Year Up Washington, DC

High School Diploma Jun 2016

Eleanor Roosevelt High School Greenbelt, MD

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