Help Desk Desktop Support

MICHAEL RAZO CABALLERO

Victorville, CA ***** Mobile: 747-***-**** **********@*****.*** linkedin.com/in/michael-caballero23

Help Desk Technician – Level 1 MSP Support Microsoft 365 Active Directory Clearance-Eligible

Clearance-eligible IS Technician with 8+ years of Tier I–II support experience across enterprise, shop, and remote environments. Skilled in Microsoft 365 Admin Center, Active Directory, VPN setup, and endpoint hardening. Known for calm communication, methodical troubleshooting, and clear documentation—especially when guiding non-technical users. Experienced in hardware/software installation, preventative maintenance, and inventory tracking. Local to Victorville and committed to serving healthcare teams with reliable, empathetic IT support. Pursuing CCNA and cybersecurity certifications to strengthen secure access and compliance.

Core Competencies

•Desktop Support: Windows 10/11, macOS, hardware/software installs

•Remote & Onsite Troubleshooting: VPN, RDP, TeamViewer, endpoint hardening

•Active Directory: MFA, RBAC, password resets, group policy

•Microsoft 365: Outlook, Teams, SharePoint, OneDrive, Intune

•Ticketing & Escalation: Jira-style workflows, SOPs, asset tracking

•Customer Service: Calm communication, training non-technical users

•Preventative Maintenance: Printers, laptops, routers, cabling

•Security & Compliance: Clearance-ready, endpoint protection

CERTIFICATIONS

•Cisco Certified Network Associate (CCNA) – Est. Dec 2024

•Full Stack Network Associate (FSNA) – Dec 2024

•Full Stack Network Professional (FSNP) – Jun 2025

•NGT Cyber Security Associate (NCSA) – In progress

•NGT Cyber Security Specialist Program – In progress

TECHNICAL SKILLS

Systems & Desktop Support

•Windows 10/11, macOS

•Active Directory: user setup, password resets

•Microsoft 365: Outlook, Teams, SharePoint, OneDrive, Intune

•Endpoint Security: Defender, Autopilot, VPN troubleshooting

•Remote tools: RDP, TeamViewer, Citrix (learning)

Networking & Infrastructure

•TCP/IP, DNS, DHCP, VLANs, ACLs

•Network monitoring: SNMP, Syslog, Wireshark

•SCCM patching and software deployment (training)

Professional Strengths

•SOPs, escalation protocols, asset logs

•Public Trust clearance eligible

•Contributed to internal knowledge base and ticketing workflows

Hands-On IT Projects

Full Stack Network Project (FSNP) – Jun 2025

•Deployed Cisco LAN/WAN infrastructure with VLANs, routing, and IPsec VPN

•Configured DHCP, ACLs, NAT, and STP across multi-VLAN networks

•Integrated SNMP/Syslog monitoring and Wireshark packet analysis

•Documented escalation workflows and secure access protocols

•Practiced Windows upgrades, user profile migration, and endpoint hardening

Full Stack Network Associate (FSNA) – Dec 2024

Built Layer 2/3 infrastructure with DHCP, STP, ACLs

Practiced Windows upgrades and user profile migration

Troubleshot VPN and endpoint security workflow

Labs (Hands-On IT Projects)

•Configured multi-VLAN networks with DHCP relay, NAT, and routing protocols

•Supported student portal setup and A/V troubleshooting

•Practiced ticketing workflows and secure remote access

PROFESSIONAL EXPERIENCE

Lead EV Technician (Transitional IT Role)

Self-Directed Projects & Family Tech Support Victorville, CA

2024 – Present

•Delivered Tier I–II support for Windows laptops, printers, and mobile devices in home and office settings

•Installed and maintained routers, cabling, and desktop hardware with attention to safety and fitment

•Practiced ticketing workflows and escalation protocols using Jira-style templates

•Guided users through VPN setup and secure remote access

•Maintained inventory of IT assets and performed basic repairs and preventative maintenance

Browning Automotive Group – Valley Hi-Kia, Victorville, CA

Certified Master Technician (2017–2025) Lead Technician (2021–2025)

•Installed and maintained cabling, routers, and desktop hardware across shop and office environments

•Supported VPN access and remote workflows for service advisors and technicians

•Documented resolution steps and contributed to internal SOPs and escalation workflows

•Trained junior staff in troubleshooting and customer service best practices

•Promoted for leadership and technical excellence; Employee of the Year 2019

Starbucks Philippines – Barista Trainer & Coffee Master (2010–2015)

Trained new hires in customer service and operational workflows

Enhanced customer retention through personalized service and product knowledge

Multiple Employee of the Month awards, Employee of the Year – 2013

EDUCATION

Next Generation Training for IT Academy (NextGenT Academy)

Full Stack Network Associate & Professional (Nov 2024 – Jun 2025)

Hands-on training in network design, implementation, and troubleshooting with Cisco routers/switches, Microsoft 365, and security protocols

EUGELIO AMANG RODRIGUEZ INSTITUTE OF SCIENCE & TECHNOLOGY

BS Industrial Technology – Automotive (2012–2016)

UNIVERSITY OF THE EAST

BS Electronics & Communications Engineering (2000–2003 – partial)

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