Technical Support Specialist, Service Desk Professional

Nathaniel Parulan

Rancho Cucamonga, CA 909-***-**** ******.*******@*****.***

`Career Summary

Detail-oriented and highly organized Information Technology professional with over 15 years of experience delivering exceptional support to end users and managing complex technical environments. Adept in incident resolution, asset management, and technical mentoring. Proven track record in handling high-volume support tickets and streamlining IT operations while maintaining excellent customer service and communication skills.

Technical Skills

• Documentation • Ticketing • Network Configuration • Administrative Support • Troubleshooting • Adaptability

• Virtual Private Networks • Team Collaboration • Strong Communication

• Incident Management • Asset Management • Advanced AV Technology • System Administration • Remote Desktop

• VMWare • Google Workspace • TCP/IP Protocol Analysis

• ServiceNow • Jira Service Desk • Freshservice

Education & Certification

Bachelor of Science in Network and Communication Management, DeVry University – 2007

CompTIA Network+ – 2012

Professional Experience

Service Desk Specialist (Contract) The Arcticom Group Feb 2025 – May 2025

Provided Tier I and Tier II support for hardware, software, and network issues, ensuring timely resolutions of incidents.

Administered Microsoft Active Directory, including user account management and Group Policy Objects (GPO).

Maintained detailed records of incidents and resolutions using Freshservice ITSM, averaging over 100+ tickets monthly.

Delivered professional and user-friendly assistance both in-person and remotely.

Demonstrated proficiency in Windows, macOS, and iOS; familiar with CRM integration and service desk operations.

Sr. Technology Support Administrator Williams-Sonoma, Inc. Jan 2011 – Oct 2024

Provided senior-level support to 300+ end users including executive leadership via remote and in-person channels.

Configured new workstations and network devices to optimize user productivity and connectivity.

Managed procurement and asset tracking across West Coast locations, consistently meeting audit standards.

Mentored junior staff and led technical support initiatives.

Nominated for the prestigious 'Howard Lester – Award of Excellence'.

Technical Support Specialist II Rose Hills Company Nov 2006 – Dec 2010

Delivered support to approximately 500 end users through phone, email, and remote tools.

Built and re-imaged computers and maintained printer and server hardware.

Provided application training and assistance to enhance user efficiency.

Maintained a 99% SLA completion rate, resolving 30–40 tickets per day.

Supported high-level executives, including VPs and directors.

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