Technical Support Engineer

RICHARD A. JAQUEZ Ph. 562-***-****

E-mail *********@*****.***

Skills

19+ years IT Experience in a Windows OS Environment

Government/Private Sector experience troubleshooting IT related issues in large user environments.

Excellent communication skills, ability to troubleshoot novice to complex IT Related issues.

MAC OsX Ventura, Sonoma, High Sierra, Panther, iPhone configuration, JAMF, Intune, AppOS

Auto Pilot, Azure, Entra, Active Directory, Provisioning Experience in large End-User environments ranging from 500-5000+

CompTIA A+ (Hardware) Certification MCP (Microsoft Certified Professional) Certification

MFA/2FA, SSO (Single Sign On) Configuration and Troubleshooting Experience

Richard Jaquez

Professional Experience

PIH Health (Contract), (December 2024 – February 2025) Field Support Engineer

•Managed iOS, Android, Windows devices using MDM tools to ensure security and compliance

•Oversaw device enrollment, deployment, and policy compliance within Microsoft Intune for efficient mobile operations

•Implemented and supported multifactor authentication (MFA) solutions, troubleshooting access issues and enforcing security protocols.

•Enforced security policies, encryption standards, and compliance requirements for mobile device

•Managed app distribution, security configurations, and policy enforcement to enhance system integrity

•Provided technical support and training, resolving mobile device and authentication issues efficiently

•Assisted with Apple Business Manager & Android Enterprise for device provisioning and lifecycle management

Los Angeles International Airport/Softtek (Contract)(April 2024 – October 2024) Field Service Engineer

Proficient in O365 (Word, PowerPoint, Outlook, Excel)

Expertise in Microsoft AD, Intune, MECM/SCCM, and Windows OS

Troubleshoot and set up Cisco Meraki switches

Manage and troubleshoot POS systems across Southern California airport locations.

Handle Intune device enrollment, deployment, and management

Led desktop/laptop migration project for 500 users in a hospital environment

Performed SCCM imaging, building, and deployment of systems

Deployed and configured Workstations on Wheels (WoW) for nursing stations

Ensured seamless device setup, data migration, and user support

Expertise in Microsoft Intune, Configuration Manager, Desktop Analytics, and Windows Autopilot/AEM for device provisioning

Adventist Health – White Memorial Hospital – HCTech (Contract), (January 2024 – February 2024)

Technical Support Analyst

Desktop/Laptop Migration Project, 500 users in a Professional Hospital Environment

SCCM Imaging, Build and Deploy Workstation on Wheels (Mobile Carts for Nursing Stations)

Safran Group – Kelly Services (Contract), Carson, CA (February 2023 – July 2023) Desktop Support Engineer

Management and provisioning of various operating systems (MAC OS, Apple OS, Windows OS, Android OS) and mobile devices using Intune configuration

Leveraged SNOW (ServiceNow) and ITIL standards to streamline IT service management in an enterprise environment, enhancing efficiency and service quality

Delivered exceptional customer service by resolving complex technical issues, maintaining professionalism under pressure, and ensuring an elevated level of client satisfaction

Maintained and optimized IT infrastructure and network topologies in a Windows Server environment, contributing to improved network performance and reliability

Administered Active Directory, Group Policy, and Organizational Units, facilitating secure and efficient user management

Provided IT networking, helpdesk, and remote support, along with O365 management and Microsoft Office migration projects, leading to successful project completions and minimal downtime

Implemented and supported MDM, BitLocker encryption, and Trellix antivirus solutions, enhancing data security and protection

Configured and troubleshot VPN Big-IP in an enterprise environment, ensuring secure and reliable remote access for employees

IT Support Freelance Work, Los Angeles, CA (August 2019 to January 2023)

Freelance Services provided in various IT Related Tasks, Printer Installation, Computer Upgrades and Microsoft 365 Administration

General Networking Set-up and Maintenance

Los Angeles County Internal Services/DCFS, Los Angeles, CA (October 2008 to July 2019) Senior IT Technical Support Analyst

Provided IT support and services to various County Departments, ensuring seamless operations.

Troubleshooted moderate to complex issues with POS systems, including installation, maintenance, and troubleshooting.

Specialized in Clover, Apple Pay, Android Pay, cabling termination (RJ45, CAT5/6), chip readers, NFC, wireless technology, and iPad support.

Documented all calls, incidents, and outages in the ServiceNow Ticketing Program.

Technical Summary:

Provided technical support for Microsoft Office Suite, operating systems, and various hardware.

Administered Active Directory and resolved incidents via Service Now and Jira.

Managed virtual environments using VMware and V-Sphere.

Software Expertise:

Microsoft Office Suite (365/2019/2010/2013), including Word, Excel, and PowerPoint

Service Management Platforms: ServiceNow, Jira, Remedy Incident/Service Request Management

Systems Management: SCCM, JAMF, Altiris Console, Bomgar, VMware 5.1, V-Sphere, Active Directory and POS Systems

Hardware Expertise:

Experienced in managing a diverse range of hardware including desktops, laptops, virtual machines, tablets, and network printers. Proficient with operating systems such as Windows NT, XP, 7 through 11, MS Server 2003 and 2007, Mac OS, Apple OS, Windows OS, and Android OS. Skilled in mobile device Intune configuration and troubleshooting

Education and Certification

Diploma in Computer Systems Technology, 2004 Professional Career Institute, Cerritos, CA

Microsoft Certified Professional (MCP), January 2004 to Present MCP #3234706

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