Dynamic IT Helpdesk & Deployment Specialist

SIAOSI ALEAMOTUA

*********@*****.*** 562-***-**** Sacramento, CA 94203

Professional Summary

Dynamic IT professional with extensive experience, excelling in helpdesk support and troubleshooting. Proven track record in successful computer refresh projects and inventory management. Adept at utilizing Microsoft tools to enhance user satisfaction and streamline operations, while delivering exceptional customer service and technical flexibility. Skills

• Microsoft Tools

• System Testing

• Helpdesk Support

• Troubleshooting

• Windows Deployment Service

• Customer Service

• Inventory Management

• Mobility Lab Work

• Proprietary Applications

• Technical Flexibility

Experience

Kaiser Permanente Downey, CA

Computer Refresh Technician

12/2024 - 11/2025

• Image computers for refresh

• Install specialty software

• Transfer user profile, data, favorites, backend and frontend printers

• Engage with department managers to acknowledge refresh schedules, users, and concerns

• Follow up with users to confirm refresh completion

• Update Asset inventory using AssetTrack software

• Create and complete tasks and incident tickets using ServiceNow ticketing

• Provide user training and support

Street Level Strategy LLC

Election Call Representative

10/2024 - 11/2024

• Worked as an Election Call Center Representative, assisting voters with inquiries and providing election-related support.

Hydrafacial Long Beach, CA

Customer Service Call Center Technical

Support

10/2023 - 03/2024

• First point of contact to answer, solve, escalate, and document customers technical support calls.

• Work on Salesforce ticket system following appropriate documentations and scripts where appropriate.

• Process equipment orders for equipment parts replacements.

• Follow up created cases from start to finish to meet company policies and expectations.

• Process shipment of ordered equipment parts and devices to make sure customers are kept informed.

• Prepare information to be escalated to dispatch unit to with predictions of the root cause(s)

• Educate customers while doing remote troubleshooting so that they become familiar with basic functionalities and terminologies related to the device.

• Work From home as directed by management.

University of Southern California LA, CA

IT Desktop Support Technician II

10/2022 - 09/2023

• Install Access Points (Aruba 535) (Refresh, Breakfix)

• Install UPS (Eaton P2200) (Refresh/Break fix)

• Asset/Inventory management (Track it)

• Ethernet cable troubleshooting

• Equipment labelling

• Old equipment decommissions.

• Certified Utility Vehicle driver

USC Keck Hospital Los Angeles, CA

IT Desktop Support Technician

12/2021 - 08/2022

• Conduct a six-months computer refresh project (500 devices)

• Engage with users regarding data backup /restore, deployment, and cable management.

• Create inventory and documentation of related devices and activities.

• Image devices with Windows 10, Windows 10 IOT, igels, and Dell Wyse operating systems

• Work on tickets on Service Now

• Network tools and services: Active Directory, Microsoft Endpoint Configuration Console, Microsoft Azure, SharePoint, Microsoft Teams, OneDrive

• Support Microsoft 365 applications – Outlook, Word, Excel, PowerPoint

• Dismantle and rebuild WoWs (Workstation on Wheels)

• Repair and Replace Zebra Printer hardware parts.

• Assign network printers to computers using Printer Logic

• Repair pc and laptops with hardware and software issues. Molina Healthcare Long Beach, CA

IT Helpdesk Support

12/2020 - 12/2021

• Conduct daily mass computer imaging.

• Dell Laptops - Latitude 5491,5591, 5401, 5501, 5411, 7400, 9410, 7410, 7420, 7210.

• Dell Desktop - Optiplex 3060.

• Process tickets on ServiceNow ticket system (close 10+ tickets per day).

• Carry out shipping process for delivery of computers and peripherals to remote users.

• Update asset status on inventory documentations.

• Provide level 1 and 2 support and escalate to higher level when necessary. City of Norwalk Norwalk

IT Helpdesk Support

12/2018 - 12/2020

• First level of support for network users.

• Provide Desktop support (Dell, HP computers).

• Windows upgrade from Win 7 to Win 10 (100 PCs in 2019).

• Install network printers and solve related issues.

• Manage user accounts on Active Directory and Exchange Server.

• Install and support city Cell Phones and iPads.

• Assist in troubleshooting vendor application issues (Superion, Onbase, Service Track).

Fusion Systems North America Torrance,

CA

Help Desk Support Engineer

05/2013 - 01/2014

• Provided first level support on the phone.

• Configure office phones for office users.

• Initiate tickets on ticketing system and progress into completion.

• Escalate issues to second level support.

• Conduct monthly visits to client sites to ensure all devices are maintained in good condition.

• Carried out a $10,000 summer upgrade project with Rolling Hills Prep School (Windows XP to Windows 7)

Education

Westwood College Torrance, CA

B.Sc. in Information Systems Security

Santa Ana College Santa Ana, CA

A.A. in Liberal Arts

Certifications

CCNA Exploration – Network Fundamentals, 01/01/10

References

Available upon request

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