Desktop Support Technical

ARMANDO VEGA

Four Oaks, NC • 984-***-**** • **********@*******.***

Bilingual IT professional with diverse experience across technical support, client relations, and system administration. Adept at troubleshooting, organization, and process improvement to enhance IT operations. Recognized for attention to detail and results-driven success. Passionate about leveraging experience, education, and technical expertise in a dynamic role where skills can be fully utilized. Fluent in English and Spanish, providing effective communication and support in diverse environments.

TECHNICAL SKILLS

Operating Systems: Windows 7/10/11, Mac OS, iOS imaging, support, and troubleshooting

Remote Support & Ticketing Systems: Bomgar Remote Support, ServiceNow, ITSM ticketing systems

User & System Management: Windows Active Directory, Citrix XenApp, Microsoft Office 365 Admin Console

Networking & Security: Cisco VPN, network connectivity troubleshooting, enterprise system optimization

Cloud & Data Management: AWS cloud integration, remote/local cloud computing, inventory & data storage services

System Migration & Deployment: Windows 10 to 11 migrations, server component upgrades, desktop imaging, data migration

Help Desk & IT Support: 10+ years of remote desktop support, software licensing, and enterprise troubleshooting

Hardware & Office Setup: Equipment relocation, VOIP phone setup, UPS systems, and workstation deployment

WORK HISTORY

Desktop Support / Equipment Manager - SembraCare Apr 2023 - Nov 2024

Provided hardware and software support, including setup, configuration, and troubleshooting for laptops, mobile devices, and operating systems.

Assisted home care providers with the SembraCare system and managed internal staff inquiries via phone and email.

Supported Windows OS deployment, Active Directory, DNS, file/print services, and network troubleshooting.

Managed Office 365 accounts, AWS support, and remote access tools like Bomgar and Viscosity VPN.

Updated knowledge base articles, trained users, and ensured smooth system upgrades and migrations.

End User Support Analyst - Wake Technical Community College Aug 2021 - Apr 2023

Provide IT support and troubleshooting for devices, software, and academic/business environments.

Maintain client and device records in Active Directory, track issues, and manage inventory.

Conduct quality assurance testing for devices, configurations, and procedures.

Collaborate with ITS teams to resolve issues, complete projects, and improve processes.

Proficient in Windows 10/11, Mac OS, iOS, Windows Server, networking, Office 365, BitLocker, and software troubleshooting.

Desktop Support II - Employment Security Commission Of North Carolina Apr 2020 – Oct 2020

Assist in planning, coordinating, and implementing Windows operating systems and applications for end users.

Set up, configure, and install required hardware during system upgrades.

Provide post-migration technical support to end users.

Manage and troubleshoot Windows OS, Active Directory, Office 365, and networking services.

Support end users by diagnosing and resolving software, security, and connectivity issues.

Desktop Support Technician II - Advance Auto Parts Dec 2019 – Apr 2020

Supported Windows 7 to Windows 10 PC refresh project, ensuring smooth upgrades for end users.

Provided desktop and end-user support for laptops, workstations, and printers.

Managed and resolved tickets in Remedy and ServiceNow ticketing systems.

Built, imaged, and configured computers for new employee onboarding.

Installed and supported Cisco AnyConnect VPN and connected user devices to corporate printers.

Information Technology Intern - Dude Solutions Sep 2019 - Dec 2019

Provide end-user support for hardware and software issues.

Set up and deploy technology equipment, including laptops and mobile devices.

Assist with Mac OS and iOS device imaging, support, and troubleshooting.

Document IT Help Desk processes and standards.

Perform additional IT support tasks as needed.

Technical Support Analyst - NC Department of Transportation Dec 2017 - Aug 2019

Handle internal support calls and emails, troubleshooting access, account issues, and basic incidents.

Analyze and resolve issues related to Windows Server Systems (AD, DNS, File/Print Services) and networking across all OSI layers.

Utilize Bomgar Remote Support and ServiceNow to manage and document tickets, escalating complex issues as needed.

Ensure high customer service standards, taking ownership of user problems and providing clear, timely communication.

Recognized for strong communication skills, simplifying technical concepts for end users.

IT Support Specialist - Alphanumeric Systems Oct 2016 - Sep 2017

Provide 1st and 2nd line IT support, troubleshooting hardware and software issues for iPhones, laptops, PCs, and printers.

Perform Mac OS and iOS imaging, support, and troubleshooting, ensuring seamless device functionality.

Manage Active Directory tasks, including user account creation, password resets, and group management.

Handle Office 365 and Exchange email account setup, along with VPN installation and configuration.

Act as the primary contact for IT issues, logging and managing tickets, escalating when necessary, and maintaining high customer service standards.

Service Desk Technician - HCL Technologies Nov 2014 - Jul 2016

Handle calls and emails from internal staff, providing technical support and issue resolution.

Utilize Bomgar Remote Support and ServiceNow for troubleshooting and ticket management.

Diagnose and resolve software and hardware issues, including Windows OS, Outlook, and Cisco Jabber.

Manage account access requests and resolve basic IT incidents efficiently.

Provide VIP-level support to high-level Cisco executives, ensuring seamless IT operations.

EDUCATION

Associate’s Degree - MyComputerCareer Jun 2014 - Jul 2015

Gained hands-on experience in A+ Certification, Network+, and Windows Security Fundamentals, focusing on IT support, networking, and cybersecurity. Developed skills in Windows 7 & 10 management, network support, asset tracking, desktop deployments, and OS upgrades to enhance system efficiency and security.

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