IT SUPPORT SPECIALIST

Rosbelys Grullon

347-***-**** *****************@*****.*** New York, NY

PROFESSIONAL SUMMARY

Goal-oriented IT professional with 5+ years of experience in desktop support, customer service, and end user solutions. Continuously adapting to ever-evolving IT environments and a commitment to deliver exceptional results.

PROFESSIONAL EXPERIENCE

Desktop Support Technician

Bloomberg Philanthropies 2022 – 2025

● Delivered white glove technical support across the organization.

● Communicated daily with users through MS Outlook, Teams, Zoom, and phone calls.

● Utilized Bomgar Remote Support Client and Citrix for day-to-day troubleshooting.

● Efficiency in ticketing systems such as ServiceNow & Freshservice.

● Resolved issues across Windows/MacOS platforms, with expertise in Microsoft applications, Adobe Suite.

● Diagnosed/repaired Dell and Lenovo devices to maintain peak performance.

● Handled iOS device management and administered mobile accounts utilizing Verizon and AT&T enterprise portals.

● Led weekly new hire orientations, providing devices and access to business applications. Support Tech I

Hospital for Special Surgery 2021 – 2022

● Resolved hardware and software issues via Cherwell with thorough documentation.

● Authorized and revised technical documentation for Windows, MacOS, and diverse hardware/software solutions.

● Facilitated workstation moves and ensured device compliance.

● Installed vendor software while adhering to security protocols. L2 Desktop Support Technician

PayPal 2020 – 2021

● Supported onsite/remote users; managed ticket queues to SLA standards.

● Led the proactive hardware refresh project for Q1 and Q2.

● Fulfilled WFH accessory requests for users across multiple locations.

● Resolved issues with VPN, MS365, GlobalProtect, and enterprise tools.

● Facilitated asset reconfiguration to legal hold. EDUCATION

Year Up IT Professional Training Program

New York, NY September 2019 - June 2019

● Completed intensive training in IT fundamentals, networking, systems administration, and professional skills.

● Gained hands-on experience through a corporate internship, applying technical and workplace skills in a real-world setting.

● Developed strong communication, teamwork, and problem-solving skills essential for IT roles.

Harry S. Truman Highschool - 2017

Advanced Regents Diploma with Honors

TECHNICAL SKILLS

Operating Systems: Windows 10/11, MacOS

Ticketing Platforms: ServiceNow, FreshService, Cherwell Tools: SCCM, JAMF, Active Directory, Bomgar Remote Client, Intune/Azure, Zscaler Platforms: Microsoft 365, Adobe Suite, Google Workspace References available upon request

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