It Helpdesk Active Directory
Resume:
Edgar J. Castro
**************@*******.***
Objective
IT Helpdesk professional with hands-on expertise in hardware/software troubleshooting, Active Directory, Azure, and endpoint management across Windows, macOS, and Linux environments. Experienced in supporting remote-first and fast-paced teams with strong communication, adaptability, and a builder’s mindset. Seeking an IT Helpdesk or System Support role where I can enhance internal systems, improve IT security processes, and provide exceptional user support. Experience
IT System Technician
AMMI – San Bernardino CA. May 2023 – August 2025
Responsible for troubleshooting, diagnosing, and resolving software, hardware, and network issues across hybrid and remote environments.
• Provided Tier 1 & 2 support for hardware, software, networks, printers, and peripherals via helpdesk ticketing system.
• Supported Windows, macOS, and Linux systems; imaged and deployed endpoints using MDM tools (Jamf, Kandji) and automation scripts.
• Managed Active Directory accounts (creation, password resets, permissions) and supported Azure cloud and Office 365 applications.
• Assisted with endpoint and IT security tooling, implementing best practices for data protection and access control.
• Documented incidents, improved processes, and trained users with clear and empathetic communication.
• Balanced independent overnight work and team collaboration, adapting to shifting priorities in a fast-paced environment.
• Contributed to internal system improvements to support scalability and process automation. Computer Support Technician September 2022 – May 2023 UUSD – Upland CA.
Provided technical support in a dynamic IT service for education organization.
• Responded to daily IT helpdesk requests for hardware, software, and network troubleshooting.
• Supported Windows, macOS, and Linux systems; imaged and deployed endpoints using MDM tools (Jamf, Kandji) and automation scripts.
• Managed Active Directory user accounts and supported Azure-hosted and cloud applications.
• Installed and configured hardware, software, and classroom technology, including Chromebooks and Mac devices.
• Supported users remotely, ensuring seamless communication and uptime across distributed teams.
• Documented procedures to improve team efficiency and service consistency. Computer Support Specialist June 2018 – July 2022
Max Computers – San Diego CA.
Responsible for support and services related to network management, software, hardware, databases, web resources, and enterprise systems.
• Inspecting and evaluating electronics
• Delivered IT support for Windows PCs, servers, printers, and peripheral devices.
• Troubleshot and configure mobile devices (IOS & Android)
• Replacing computer hardware
• Maintain user PCs, including upgrades and configuration as needed.
• Assist users with network and software issues and resolve when possible.
• Maintained IT inventory, licenses, and ensured reliable system performance.
• Managed Active Directory accounts and assisted with Azure cloud environments. Agricultural Technician I & III – Egg inspector May 2016 – June 2018 California Department of food and agriculture – Ontario CA. Worked to eradicate virulent Newcastle Disease from backyard and commercial poultry in southern California. This position required me to work effectively with rotating personnel to accomplish the tasks assigned to me.
• Translated conversations with bird owners from English to Spanish as needed.
• Biosecurity to include donning PPE and maintaining required sanitation procedures.
• Surveillance to include a census of backyard poultry populations.
• Outreach to deliver information to the community regarding disease transmission and prevention.
• Collect the correct type of samples from a variety of poultry species.
• Computer use to include Microsoft Office and use of Zoom to communicate with supervisors.
• Examine food animals in privately owned meat and poultry processing plants. Technical Skills
• Operating Systems: Windows 10/11, macOS, Linux
• Tools & Platforms: Active Directory, Azure AD, Office 365, Jamf, Kandji, VOIP Systems, MDM, Endpoint Security
• Networking: LAN/WAN setup, TCP/IP, DNS, DHCP, VPN
• Security: Access control, endpoint protection, MFA, patching, and automation of security processes
• Soft Skills: Communication, documentation, adaptability, problem-solving, and remote collaboration Education & Certifications
San Joaquin Valley College November 2021 – January 2023 Information Technology Program, AS Degree 3.79 GPA (Dean’s List)
• Coursework: Windows OS, Active Directory, Azure fundamentals, networking, PC repair, and desktop support.
• Plan, schedule, and direct preparation of programs to process data and solve problems.
• Windows operating systems
• Configure hardware, applications, and network connectivity.
• Desktop support
• PC repair
• Determine functionality of operating systems
• Device installation
• CompTIA A+, Network+, Security+ Azure Administrator Associate (AZ-104)
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