Desktop Support Technician

Andrea Mann

Fremont, CA 510-***-****

Email: ************@*****.***

LinkedIn: linkedin.com/in/msandrea-mann

Professional Summary

Dedicated Senior Technical Support Specialist with over 15 years of experience delivering exceptional IT solutions. Expertise in troubleshooting, process improvement, and mentoring teams to optimize performance. Proficient in managing complex technical environments with a focus on customer satisfaction and operational efficiency.

Technical Skills

Platforms & Tools: Azure Active Directory, Microsoft Intune, JAMF, SCCM, ServiceNow, VMware Horizon, SolarWinds, Citrix

Software & Applications: Office 365 Administration, PowerShell, CrowdStrike, Beyond Trust

Networking & Security: TCP/IP, DNS, DHCP, endpoint security tools, malware removal

Hardware: Lenovo, Dell, Microsoft Windows devices, MacBooks, MDM (iPhone, iPad, Apple & Android Watch), A/V meeting/conference equipment

Professional Experience

Senior Technical Engineer

Gilead Pharmaceuticals – Foster City, CA Oct 2022 – Dec 2024

Resolved escalated technical issues, reducing resolution time by 20% through improved documentation.

Migrated Legacy Active Directory to Azure Active Directory and deployed software using SCCM and JAMF.

Monitored A/V conference room systems, ensuring full functionality for end users.

Mentored junior deskside engineers, enhancing team productivity.

Delivered white-glove conference room support for Microsoft Teams Rooms (MTR).

Senior Migration/Deployment Technician L3

Adverum Biotechnologies – Redwood City, CA May 2022 – Oct 2022

Transitioned company’s systems to Azure Active Directory, streamlining endpoint management.

Documented resolutions for ServiceNow knowledge base, improving efficiency.

Resolved post-migration issues related to Office 365 and proprietary software.

Provided MTR white-glove conference room support.

Senior Desktop Support Technician L3

Otsuka Pharmaceuticals – Hayward, CA Jun 2021 – May 2022

Diagnosed and resolved escalated technical issues as an MS Office expert.

Developed repair and troubleshooting guides to standardize support practices.

Delivered MTR white-glove conference room support.

Senior Deskside Support L3

Allianz Global, Inc. Jul 2020 – Jun 2021

Configured and supported hardware, software, and network systems for Windows and Mac environments.

Created documentation and conducted root cause analysis to resolve recurring technical issues.

Provided MTR white-glove conference room support.

Additional Experience

Hines Wealth Management LLC – Senior Migration/Deployment Technician (Oct 2019 – Apr 2020)

University of California, Office of the President – Deskside Technical Support L2/L3 (Jan 2018 – Sept 2019)

PG&E – Senior Technical Support Specialist II (Jul 2017 – Dec 2017)

IBM/AT&T – IQ Bar Support Technician (Feb 2017 – Aug 2017)

Safeway Stores, Inc – IT Field Technician II (Jul 2016 – Feb 2017)

City of Walnut Creek – Desktop Support Analyst II (Mar 2016 – Jul 2016)

Demandforce/Intuit – Lead Technical Support Specialist II (Sept 2013 – Feb 2016)

DYMO/Endicia – Lead Technical Support Specialist II (Jan 2010 – Aug 2013)

Apple, Inc. – Apple Care Representative II (Jul 2005 – Jul 2009)

Achievements

Recognized as "Employee of the Month" for outstanding technical issue resolution.

Developed a knowledge-sharing platform, reducing onboarding time by 30%.

Successfully migrated 2,500+ endpoints to Azure Active Directory within strict deadlines.

Education

Chabot College, Hayward, CA

Associate of Arts in Mass Communications

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