Desktop Support Quality Assurance

Ruben Escobar

Desktop Support Specialist

***********@*****.*** • 202-***-****

LinkedIn • Rockville, MD 20852

Analytical professional with comprehensive experience in optimizing IT support operations, enhancing system performance, and driving service excellence through strategic troubleshooting, quality assurance, and process automation.

A proactive and reliable IT Desktop Support Specialist with over 20 years of extensive experience managing large-scale desktop and laptop refresh projects across various Windows generations, ranging from Windows NT and XP to Windows 11. Successfully managed the migration of over 2,000 computers using DVD and USB tools, ensuring smooth, minimally disruptive deployments. Led teams of up to five technicians, overseeing all phases from planning and imaging to deployment and support for both local and international offices at the Inter-American Development Bank (IDB). Additionally, spearheaded migration and support for a broad range of mobile devices, including Blackberry to iPhone 16 transitions, iPads, Microsoft Surfaces, and video conferencing equipment. I am known for streamlining operations, enforcing SLA compliance, enhancing user satisfaction, and making continuous improvements through performance analysis, training, and process automation.

Areas of Expertise

● IT Support & Troubleshooting

● Desktop & Laptops Refresh Projects

● Hardware & Software Deployment

● Process Automation & Operational Improvement

● Mobile Device Migration Management

● IT Asset Lifecycle Management

● Quality Assurance & Performance Testing

● Cross-Functional Team Leadership & Training

● ServiceNow Administration

● SLA Compliance & Optimization

● Incident & Problem Management

● Video Conferencing Equipment Deployment & Support

Key Achievements

●Led the end-to-end migration of over 2,000 desktops and laptops across multiple Windows generations—from NT and XP to Windows 11—using DVD and USB imaging tools with zero business disruption.

●Directed a team of five technicians in planning, imaging, deployment, and post-support phases for large-scale refresh projects at the Inter-American Development Bank (IDB).

●Oversaw the transition of mobile devices from BlackBerry to iPhone, iPads, and Surface devices—supporting over 1,500 users and ensuring secure data transfer.

●Managed the deployment, testing, and user support of more than one hundred audiovisual and video conferencing systems across local and international offices.

●Partnered with regional teams to facilitate the donation of 2,000 laptops to educational institutions across twenty-two countries in Latin America and the Caribbean.

●Spearheaded the donation of over 1,500 decommissioned IT assets—including laptops, mobile devices, and A/V equipment—to schools and nonprofits in the Washington, DC area.

●Improved IT support operations through quality assurance testing, SLA tracking, and process automation initiatives that enhanced user experience and service delivery.

●Collaborated with IT and procurement teams to streamline lifecycle management for mobile lines, devices, and plans using ServiceNow analytics and reporting tools.

Professional Experience

International Monetary Fund Feb-Apr 2025

iPhone Refresh Project Analyst

Supported the iPhone Refresh Project by preparing and deploying devices, assisting users with setup and troubleshooting. Collaborated with team members to meet deadlines and ensure seamless user experience.

Inter-American Development Bank Group – Washington, DC

Wireless Support Desk Manager & Quality Assurance Associate

1999 — 2024

Deliver support for 1,300+ mobile devices by spearheading IT mobile device services for IDB Group. Fortify mobile device performance and reliability by partnering with desktop support team. Play an instrumental role in quality assurance initiatives, conducting in-depth assessments of service desk and desktop support team performance. Orchestrate comprehensive testing for in-house chatbots and pioneer development of ServiceNow Module for mobile device services. Streamline issue resolution through precise defect identification and solution implementation. Maintain stringent compliance with organizational standards and industry best practices.

●Elevated first-call resolution rates by 25% by developing and launching structured training program for support staff.

●Enhanced VIP support frameworks, guaranteeing uninterrupted service and user experience for high-priority stakeholders.

●Enabled seamless connectivity/operational efficiency by delivering high-impact, priority-driven support to VIP executives.

●Reinforced SLA compliance and drove continuous service improvement by implementing performance evaluation protocols for support teams.

Additional Experience

System Support Analyst & Desktop Support Coordinator, Inter-American Development Bank Group

●Elevated user satisfaction to 95% by swiftly diagnosing and resolving technical issues.

●Accelerated issue resolution by 40% through the implementation of streamlined support workflows.

●Drove productivity enhancements by spearheading deployment of new hardware/software across multiple departments.

●Optimized user experience and sustained high operational efficiency by delivering troubleshooting and technical support.

●Enhanced system performance, reliability, and security by partnering with cross-functional IT teams.

●Designed and facilitated comprehensive training programs for end-users and support staff, increasing technical proficiency and mitigating recurring issues.

IT Specialist, Paraguay

●Managed IT infrastructure for a 60-user Country Office, including staff and consultants.

●Advised senior leadership, including country office representative and operations chief on IT strategies and solutions.

●Led the Paper Reduction Initiative (Green Print Campaign), reducing network printers from 12 to 3, significantly cutting paper usage and promoting environmental sustainability.

Education

Bachelor Degree, Universidad Autónoma de Honduras – 30 Credits

Associate (Not Complete), Northern Virginia Community College

Technical Skills

Windows Migrations SCCM Cognos Service Now Google Analytics MS Office 365 MS Teams AD Azure Intune

Certifications

ITIL Foundation Certification, Call Center Management by Benchmark Portal

CompTIA Security+ (Sec+) Certification and CompTIA CYSA Bootcamp

Google Cybersecurity Certification, Google Marketing & e-Commerce Certification

Professional Development

PMP Bootcamp (Certification Training Course) and Agile Bootcamp (Certification Training Course)

Adaptive, Leadership, and Digital Transformation by IE University Lifelong Learning

Languages

Spanish Native, English Advance/Fluent, and Portuguese Basic

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