Support Analyst Help Desk

Isaac-Hajime Yates – Dallas, TX

*************@****.***, 972-***-****

Senior End User Support Analyst

Summary

Professional that enjoys assisting users and organizations achieve their goals and tasks using technology. Supervising and training staff, coordinating meetings with departments and vendors, assisting in enterprise roll-outs of PCs/laptops/operating systems/software, mentoring and overseeing staff, making presentations justifying the purchase of web conferencing/anti-virus/networking solutions, to name a few.

Accomplishments

Co-wrote “Linux Install and Configuration Little Black Book” for Coriolis.

Earned 25 IT certifications in 2022 from Microsoft, CompTIA, Amazon, Google, PMI, Certiport. Earned 23 IT certifications from Microsoft, Intuit, Cisco, CompTIA, Certiport in 2023.

At Santa Monica College, I successfully proposed and argued for each computer lab to have their own budgets for hiring student employees. I kept shift expenses under budget.

Wrote batch scripts that stopped and removed the worm that replicated performance slowing tasks.

Tested and ran robocopy scripts that migrated data on to Hyper-V servers at three USCIS field offices.

During a nationwide equipment conversion weekend, I was the lead technician at three bank branches.

Mentored an federal intern that became a field service engineer for USCIS.

Ran backup and restore scripts, installed software via Microsoft Software Center to assist the deployment team that replaced over 700 computers at the USCIS Los Angeles District Office.

Earned public trust security clearance.

Skills

Operating Systems: Windows 11/10/Server, Linux (Ubuntu/Fedora/CentOS), Mac OS 10.X, Android, iOS

Software: Microsoft Office 365/2019, ServiceNow, Jira, ConnectWise. FreshDesk, CyberArk, MIM, Secure CRT/FX, Oracle SQL Developer, SCCM, Software Center, Confluence, Atlassian

Hardware: PC/Mac workstations and servers, routers, switches, Android/iOS, laser printers, laptops, tablets, VoIP phones (physical and soft)

Cloud: Microsoft Azure AD, Microsoft 365, Amazon Workspaces, Mimecast, Duo Mobile, Nextiva

Soft skills: Negotiating with internal and external customers, mediating disputes, documenting procedures for colleagues to utilize, effectively explaining situations and solutions to customers, adjusting to changes and challenges, and providing suggestions and solutions to push the organization forward. Collaborating information and schedules with colleagues using Microsoft tools including Microsoft Teams and SharePoint.

Certifications https://www.credly.com/users/isaac-hajime-yates/badges/

Microsoft Certified Expert (MCE): Educator. Associate (MCA): Outlook, Word, Excel. Fundamentals: AZ-900, MS-900, SC-900, AI-900, DP-900, MB-910

Cisco: Certified Support Technician (Cybersecurity, Networking, IT Support), Cybersecurity Analyst

CompTIA: CySA+, Security+, Network+, A+, Server+, Cloud Essentials+, IT Fundamentals+

Splunk: Core Certified User

Project Management Institute: Project Management Ready

Intuit: Design for Delight Educator/Innovator, QuickBooks Certified User Desktop

Certiprof: Service Desk Leader, Help Desk Specialist

Udemy: Introduction to Service Management with ITIL 4, Help Desk - Manager

Work Experience

Service Desk Engineer, Synergy BIS, 4/22-05/25 (FULL-TIME)

Supported federal government agencies USDA and GSA.

Reviewed data results pulled from email, Secure FX, Secure CRT.

Retrieved data from databases using Oracle SQL Developer and PL/SQL Developer.

Downloaded reports from Splunk.

Performed password and authenticator reset and unlocked user accounts involving billing and ordering.

Responded to customer inquiries over phone, chat, and email.

Documented tickets using Jira.

Navigate tools such as Confluence and Atlassian.

Accessed knowledge base articles to apply solutions.

Used tools such as Microsoft Teams to collaborate with the team and customers.

IT Help Desk Manager, LG Networks, 11/21-1/22 (CONTRACT)

Supervised a team of 8 help desk technicians at a managed services provider.

Scheduled technicians to be dispatched to clients, manage the on-call scheduling, and reached out to clients to ensure they are satisfied with our services.

Managed tickets and remote access clients via ConnectWise. Hired 4 help desk technicians and inserted 3 into the on-call after-hours rotation.

Informed customers on the status of technicians dispatched to their location.

Provided fallback phone support when technicians were occupied with calls, tasks, and projects.

Senior Field Service Engineer Contractor supporting US Citizenship and Immigration Services (USCIS)

Salient CRGT (FULL-TIME), 02/21-11/21

Abacus Solutions Group (FULL-TIME), 08/16-02/21

Provided level 1 and level 2 technical support at the Los Angeles, Dallas, and Irving offices.

Responded to tickets generated in ServiceNow. Installed workstation images from Task Sequences in SCCM. Assisted end users over the phone, email or in person. Installed software via Microsoft Service Center.

Deployed images on laptops, PCs. Wiped hard drives with bcwipe. Troubleshot network connectivity issues. Configured iPads, scanners, laser printers.

Modified and wrote knowledge base articles on VPN connectivity, configuring certificate and label printers, adding server-side print queues.

Participated in COOP team, answering service calls when the nationwide service desk team was overloaded.

Created reports in ServiceNow that tracked number of tickets (Incidents, Requested Items, Tasks) completed by the regional team and submitted them to the Customer Service Liaison.

Smartsource Technical Staffing Solutions (PART-TIME), IT Service Consultant, 09/15-10/21

Functioned as lead technician, senior technician, server support, and specialist. Installed and removed PCs and peripheral devices. Installed software and OS updates.

Directed team members to ensure tasks were completed. Documented activities performed.

Education and Training

Bachelors of Science Degree, Business Administration. University of the People. (2025)

Associate of Arts in Business Administration, Computer Information Systems. Santa Monica College.

Occupational certificates: International Business, Small Business Management, Computer Accounting, Computer Business Applications, Marketing, Strategy.

Completed additional certificates from Cisco Networking Academy, Udemy, and Coursera.

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