IT Support Specialist with VMware & AD Expertise

AL MEZA

Bertram TX 512-***-**** ******.*.****@*****.***

PROFESSIONAL SUMMARY

IT Support Specialist with expertise in configuring, installing, and maintaining desktops, laptops, printers, and peripherals across Windows, Mac OS, and Linux environments. Experienced in deploying VMware Horizon virtual desktops and administering Active Directory for user and access management. Provided second-level support and managed ticket queues to improve resolution times. Skilled in mobile device management and network security, seeking to ensure smooth IT operations and end-user satisfaction.

SKILLS

•Virtualization & Cloud: Virtual machine deployment, VMware Horizon, Cloud Environment Support

•Networking & Infrastructure: Network Security & Firewalls, Networking Knowledge

•Security & Access Management: Active Directory & Access Management, Threat Analysis & Incident Response (beginner), Vulnerability Assessment (Nmap, Metasploit - lab experience), Mobile Device Security (iOS & Android), Security protocols

•Systems Administration, Automation & Database: Linux, Mac OS & Windows Administration, Database Knowledge, Scripting (Bash, PowerShell - beginner)

•Service Management & Support: Desktop support, IT Service Management, IT Support Experience, Customer Service, ITIL Practices, Remote Support

WORK HISTORY

NASA Apr 2013 - Apr 2016

IT Support / Systems Technician Edwards, CA

•Configured, installed, and maintained hardware and software for desktops, laptops, and network peripherals, and deployed virtual desktops using VMware Horizon in a cloud environment, reducing system downtime and improving user access speed

•Provided remote and in-person mobile device support for iOS and Android through MDM solutions and IT service management processes, including security updates and device enrollment, resulting in consistent device compliance and fewer support calls

•Administered Active Directory for user account creation, password resets, and access management, ensuring robust network security and DNS integration, which lowered unauthorized access incidents

•Served as queue manager using ITIL practices to track, prioritize, and resolve IT tickets, and maintained the ticketing database to improve reporting, shortening ticket resolution time

•Conducted new hire IT orientations and customer service–focused training on secure system usage, company security policies, and basic database access protocols, accelerating onboarding and boosting security awareness

VOLUNTEER WORK

Assemblies of God Church

Volunteer

•I regularly volunteer at my local Assemblies of God Church, cooking for Men's breakfasts on a monthly basis as well as teaching Bible studies and Marriage classes.

EDUCATION

West Los Angeles College

Associate of Arts, Information Technology

CERTIFICATIONS

•Computer Network & Security Management

•CompTIA Security+

•CompTIA A+

•Apple Certified Mac Technician (ACMT)

Jun 2011

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