It Support A Team

Eric Estorga

Tacoma, WA *******@*****.*** 206-***-**** in/eric70

SUMMARY

Detail-oriented IT professional with over 10 years of experience in educational technology environments and a strong foundation in cybersecurity practices. Demonstrated success in implementing endpoint security, managing multi-factor authentication (MFA), and supporting Azure, Active Directory, and Google Admin platforms across enterprise-scale environments. Skilled in managing user accounts, troubleshooting technical issues (resolving 90% at first contact), and supporting district-wide security initiatives. Currently pursuing SOC Level 1 certification to complement hands-on experience. Eager to transition into a full-time Cybersecurity Analyst role, bringing proven problem-solving abilities, technical aptitude, and a security-first mindset to safeguard organizational assets. EXPERIENCE

Helpdesk Technician II Auburn School District #408 August 2024 - Present, Auburn, WA

• Provide IT support for a district of 15 schools, serving approximately 10,000 students and staff, ensuring seamless access to educational tools and resources.

• Support the migration of 1,200+ endpoints to Azure-hosted environments over a 6-month period, reducing downtime by 15% during the transition.

• Collaborated with a team of 5 IT professionals to implement Duo Mobile MFA across 600+ staff accounts, achieving 100% compliance within 3 months. Led Chromebook deployment and management using Google Admin, including device enrollment, policy enforcement, security updates, and remote troubleshooting.

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Tech Support Specialist II Tukwila School District #406 April 2014 - August 2024, Tukwila, WA

• Delivered technical support to a district of 5 schools with a combined population of 2,500 students and 300 staff, resolving an average of 50 tickets weekly.

• Maintained a database tracking 1,000+ hardware assets and 50+ software licenses, reducing equipment downtime by 20% through improved inventory accuracy. Spearheaded the deployment of 75 interactive classroom setups across 3 grade levels, enhancing learning environments for 1,200+ students within a 12-month project timeline.

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IT Applications Support Estorga’s Collision Repair, Inc. January 2005 - October 2013, Long Beach, CA

• Integrated 5 core business applications (e.g., CRM, ERP) for a team of 30 employees, improving operational efficiency by 30% across 2 locations.

• Trained 50+ employees over 8 years through 20+ training sessions, achieving a 90% satisfaction rate based on post-training feedback.

• Prepared and updated training documentation and finalized Reference Guides for all front office positions. Resolved over 95% of application support tickets within SLA timeframes by diagnosing and troubleshooting software issues, leveraging SQL and workflow automation tools to streamline processes.

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General Manager Estorga’s Collision Repair, Inc.

May 2007 – September 2013, Long Beach, CA

• Supervised a team of 15 employees across 2 repair shops, overseeing 50+ vehicle repairs monthly to achieve a 25% faster turnover rate.

• Evaluated 10+ potential systems solutions over 6 years, implementing 3 key platforms that supported a customer base of 1,000+ annual clients.

• Negotiated partnerships with 5 major insurance providers, reducing claims processing time by 20% and enhancing customer satisfaction for 300+ monthly claims.

• Optimized resource allocation for a $2M annual operation, cutting operational costs by 8% while maintaining service quality in a high-demand market.

• Implemented regular maintenance schedules and coordinating logistics effectively. EDUCATION

B.S. in Business Administration California State University, Long Beach Minor in Management Information Systems, Long Beach, CA

SOC Level 1 Live Training Certification TCM Security Certifications

• Currently enrolled April 2025

SKILLS

Destiny, Cisco Duo, AD, Azure, Entra Admin, Intune Admin, NIM, Skyward, Google Admin and Apps, Freshservice, Solarwinds, Info K12, Teams, 1Password, Office 365, Excel, Quick Assist

Soft Skills: Customer Service, Problem-Solving, Communication, Leadership, Team Collaboration, Time Management, Attention to Detail

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