Help Desk Technical Support

Location:

San Antonio, TX

Salary:

70,000

Posted:

October 29, 2025

Contact this candidate

Resume:

Jessica Stoner

443-***-****

********@**********.***

https://www.linkedin.com/in/jessicastoner210/

Professional Summary

Results-driven Help Desk Manager with experience leading IT support teams, streamlining support operations, and enhancing end-user satisfaction. Proven ability to manage service desks in fast-paced environments, oversee vendor relationships, and reduce downtime and improve response times. Skilled in team leadership, incident management, end-user training, and vendor coordination, with a strong focus on delivering efficient, customer-first technical support. Adept at using tools such as NinjaOne, Ring Central, and Microsoft 365 to drive service excellence and operational efficiency.

Key Skills & Tools

Help Desk & Operations: Incident Management, ITIL Practices, SLA Enforcement, User Support, Tier 1–2–3 Escalations

End-User Training: Onboarding/Offboarding, SOP Development, Visual Training Materials Vendor & Asset Management: Contract Management, Hardware Procurement, Invoice Approval

Security Tools: CrowdStrike, SentinelOne, ThreatLocker, Duo MFA, Yubico, KnowBe4 Device Management: Cisco Meraki, MAAS360, Kandji, NinjaOne, Datto, Appgate Admin & Automation: PowerShell, Active Directory, Azure AD, Microsoft 365, SharePoint, Exchange

Documentation: IT Glue, Hudu, Snipe-IT

Communication & Web: RingCentral, WordPress, Elementor, Mimecast Virtualization & Remote Tools: Hyper-V, Citrix, VCenter, VMWare, ConnectWise, Splashtop, TeamViewer

AI & Automation: Microsoft Copilot Agents, ChatGPT, UiPath Professional Experience

Help Desk & Vendor Manager

Disability Services of the Southwest – San Antonio, TX Sept 2020 – Apr 2025

● Led Help Desk operations supporting 500+ users across 11 remote and on-site locations, ensuring timely and efficient technical support.

● Built and managed a high-performing support team, hiring and training technicians from non-technical backgrounds to Tier 1 and Tier 2 proficiency.

● Standardized and streamlined onboarding/offboarding procedures using PXE boot and PowerShell automation, reducing device deployment time and boosting IT team productivity.

● Enforced service-level agreements (SLAs), achieving a 15-minute average response time and 80% first-touch resolution, significantly improving user satisfaction.

● Provided executive-level support, resolving escalated issues and maintaining white-glove service standards for VIP users.

● Managed team performance, conducting interviews, annual goal setting, performance reviews, and coaching for continuous improvement.

● Oversaw 40+ IT vendors, coordinating procurement, hardware inventory, contract approvals, and invoice reconciliation with finance.

● Led cross-functional project planning through OpenProject, ensuring successful delivery of IT initiatives.

● Monitored service desk metrics and ticket trends, proactively identifying recurring issues and optimizing processes to reduce downtime.

● Administered enterprise systems including RingCentral VoIP, SharePoint, Microsoft 365, SentinelOne, and ThreatLocker to ensure optimal system uptime and user accessibility.

● Handled sensitive data investigations using Mimecast/Call recordin and communicated organization-wide IT updates and alerts.

● Managed full IT asset lifecycle, conducting annual audits and overseeing secure hardware disposal.

● Developed training documentation and user guides, improving knowledge transfer and enhancing end-user onboarding experiences.

● Maintained IT knowledge base systems including IT Glue and Hudu, ensuring up-to-date technical documentation and SOPs.

● Maintained and updated the organization’s public websites using WordPress and Elementor.

Help Desk Coordinator II

Disability Services of the Southwest - San Antonio, Texas 3/2020-9/2020

● Provide onboarding support for new employees, including account set up, equipment installation, system access, and any onboard training.

● Handled termination of employees, including account disabling, mailbox disabling, asset collection

● Escalate unresolved technical issues to Tier 2/3 teams

● Handled Tier 1 request up to 50 request a day for 500+ on site employees and 11 remote sites

● Handled all incoming and outgoing assets and documentation for chain of custody of assets.

● Created email to fax accounts for each user

● Issued Yubikeys, managed users, and trained users with DUO MFA

● Conducted thorough orientations with all new users reviewing their hardware and login protocols

● Assisted Help Desk Coordinators I with handling tier 1 request and training on onboarding/off boarding procedures

Virtual Administrative Assistant

Concrete 1st - Midland, Texas 11/2018 - 2/2020

● Created and maintained digital- and paper-based filing and organization systems for records, reports, and documents.

● Supervised executive and management calendars while allocating tasks to the support team for smooth operational flow.

● Coordinated executive and senior management vacation, day-to-day meeting and travel schedules.

● Prepared and updated office records, spreadsheets and presentations to support executive needs and enhance office efficiency.

● Opened, sorted and responded to routine correspondence on behalf of business leaders to facilitate communication and streamline processes.

● Managed sensitive information with discretion while providing administrative support to executive teams.

Crime Lab Specialist /Digital Records Retention

Bexar County Crime Lab - San Antonio, Texas 04/2016 - 11/2018

● Responsible for receiving the request, publishing, and e-mailing of all discovery packets sent to the DA to satisfy Subpoena Duces Tecum for trial purposes.

● Developed and trained others in the digital file system/scanning system now in place.

● Scan all documents using PaperStream Capture software and upload them into Forensic Advantage as well as archiving them into shared drive in both .tiff and .pdf formats.

● Maintains inventory of evidence and/or property in a secure environment ensuring the protection and preservation of the chain of custody

● May testify in court of law regarding the handling, inventory, and maintenance of evidence and property held in custody

● Performs clerical activities which may include invoicing, purchasing, and maintenance of accounting databases and spreadsheets.

● Trained internal staff members on administrative processes, work instructions and procedures to facilitate consistent and seamless company operations.

● Planned and executed records retention process according to state standards.

● Strictly adhered to confidentiality dictations to safeguard information.

● Organized and streamlined file room operations for forensic scientists, which resulted in smoother workflow and information accessibility.

● Implemented practical file system, which promoted smooth data gathering and presentation creation.

Key Projects

Citrix Decommissioning & Laptop Deployment

Led the successful retirement of the Citrix environment, transitioning the organization to a fully laptop-based workforce. This initiative improved system performance, increased user flexibility, and enhanced uptime across 11 remote office locations. Kandji MDM Implementation

Oversaw the migration of 300 mobile devices from MAAS 360 to Kandji MDM. Developed all deployment documentation and Tier 1 training materials, streamlining mobile device management and reducing onboarding time for technical support staff. Onboarding & Offboarding Process Development

Designed and implemented a company-wide onboarding and termination process aligned with strict security protocols. Standardized user setup, access provisioning, and training, ensuring a seamless and confident experience for new hires while reducing IT setup time. Duo MFA Rollout with YubiKey Deployment

Supported the enterprise-wide implementation of Duo Multi-Factor Authentication. Created end-user support documentation and developed a streamlined process for programming and distributing YubiKeys, improving authentication security with minimal disruption. Server Room Relocation Project

Collaborated with a team of three to plan and execute the full relocation of the organization’s on-premise server infrastructure. Ensured minimal downtime and continuity of services throughout the move.

Education and Training

Associates of Applied Science: Information Technology University of the Incarnate Word

AWS Cloud Practitioner Certification

ITIL V4 Foundation

References

William Cochran

VP of IT Strategy

DSSW

********@******.***

979-***-****

Mark Castellon

Platforms Engineer