Project Manager It Support
Resume:
Crystal Yvonne Lozoya Chavez
SENIOR IT TECHNICAL ANALYST/PROJECT MANAGER/SUPERVISOR
**.****@*****.***
http://www.linkedin.com/in/CYRueda/
SUMMARY W/ WORK EXPERIENCE
Experienced IT and Project Manager with 10+ years of expertise leading distributed IT support teams, managing enterprise infrastructure, and executing remote deployments. Proven ability to supervise virtual service desks, manage cloud-based systems, and lead cross-functional projects in fast-paced environments. Skilled in endpoint management, remote troubleshooting, and virtual onboarding/offboarding. Recognized for proactive communication, service excellence, and scalable IT operations — fully equipped for remote or hybrid leadership roles. Bilingual in English and Spanish.
WORK EXPERIENCE
ENGAGEMENT: Consilio, LLC EL PASO, TX 2/2022 – 4/2025
Senior Systems Analyst ll/Supervisor (Remote)
El Paso, TX Feb 2022 – Apr 2025
Led remote IT support teams, including Service Desk and End User Computing & Access (EUCA), managing SLAs, ticket workflows, and escalation procedures.
Oversaw global onboarding/offboarding processes including remote provisioning of access, systems, and VPNs.
Provided Tier 2–3 remote support using Citrix, W365, Outlook, TeamViewer, and Zoom.
Directed IT projects for remote system upgrades, O365 migrations, and enterprise access changes.
Developed virtual documentation standards and SOPs to ensure consistent remote support delivery.
ENGAGEMENT: Texas Tech University Health Sciences Center EL PASO, TX 8/2018 – 2/2022
PC Support Technician I
Provided IT Support to 15 different locations
Lead Project Manager for Windows upgrades/Obsolete Hardware Upgrades
Identified, organized, and deployed a yearly campus PC Refresh phasing out Win7 PCs with Win10 campus wide.
Identified, organized, and deployed yearly Windows Update Security Patches for all computers.
Provided Tech support to campus Doctors, Students, Hospital Staff and Campus VIPs,
Performed software Installations such as Microsoft Office, Windows Operating Systems, Mac Operating Systems, Dragon Software, Hardware drivers, Code-X, Adobe Products, KACE, Tanium, Rapid 7, and Aronis
Conducted hardware replacements such as: Hard Drives, Optical drives RAM, Peripherals, Printers, Scanners, Card Readers, Label Printers, Thin Clients, Monitors, Medical Equipment, Webcams, Palm Readers, among other hardware
Created backups on user profiles as needed and Restoring data with no data loss.
Worked with KACE to: Deploy mass software installs, push desktop icons and shortcuts, check inventory locations and status, send notifications, and update hardware location
ENGAGEMENT: Consilio LLC EL PASO, TX 3/2018 – 8/2018
IT Support Specialist (Remote/Hybrid)
El Paso, TX Aug 2018 – Feb 2022
Supported hybrid campus with remote IT deployments, patching, and system monitoring using KACE and SCCM.
Coordinated remote support for doctors and VIP users during telehealth and work-from-home transitions.
Planned and executed Windows 10 rollouts and endpoint refreshes across virtual and on-site environments.
IT Support Specialist (Remote & On-Site)
ENGAGEMENT: Advanced Discovery EL PASO, TX 3/2017 – 3/2018
IT Support Technician
Provided end user support relating to Windows/Mac systems, phones, office hardware and software.
Monitored, triaged, and maintained the Helpdesk queue while identifying patterns for areas of concern.
Deploy mass software installs and OS security updates.
Performed various hardware replacements and upgrades.
ENGAGEMENT: Altep, Inc. EL PASO, TX 5/2015 – 3/2017
Helpdesk Technician
Responsible for providing technical support relating to Windows/Mac systems, phones, office hardware and software.
Monitored, triaged, and maintained the Helpdesk queue while Identifying patterns or areas of concern based on incoming tickets via ticketing system, email and/or phone.
Utilized Active Directory daily to create and edit user accounts, create computer accounts, and move computers to the proper OU containers.
Designed, improved, documented, and advocated processes in the IT knowledgebase.
CORE COMPETENCIES
Project Planning & Execution
IAM/Active Directory
End User Computing Support
Virtrual Project Planning/Delivery
Cloud-Based Infrastructure (O365, W365, Citrix)
Exchange Server Support
ITIL
Cross-Functional Collaboration
Endpoint Management (SCCM, KACE)
User Training/Onboarding (Remote/Inperson)
Problem Analysis & Diagnosis
Ticketing System Management
Bilingual
Remote/In Person Team Management
EDUCATION
High School Diploma - El Paso High School (2008)
Continued College Education in Medical, Management, and General Studies - EPCC (2015-2016)
Dear Hiring Manager,
I'm writing to express my interest in a remote Project Manager or IT Manager position with your organization. With over a decade of experience leading technical support and infrastructure teams — including extensive remote operations — I bring a balance of leadership, technical depth, and adaptability that aligns well with distributed work environments.
In my most recent role at Consilio, I supervised both the Service Desk and EUCA teams in a remote-hybrid setting, coordinating user onboarding, escalations, and system upgrades across multiple time zones. I managed projects involving endpoint refreshes, access control, and cloud transitions (W365, O365, PingOne) — often collaborating virtually across departments. My success has been built on clear communication, strong documentation practices, and a proactive approach to team coordination and service delivery.
I’m passionate about applying my skills in a fully remote setting where I can contribute to scalable IT operations, lead distributed teams, and continue growing as a strategic leader in technology. I welcome the opportunity to support your team’s goals and would love to connect further.
Thank you for your time and consideration.
Warm regards,
Crystal Yvonne Lozoya Chavez
Crystal Yvonne Lozoya Chavez
El Paso, TX **.****@*****.*** 904-***-****
LinkedIn Profile: http://www.linkedin.com/in/CYRueda
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