IT Support & Infrastructure Technician Resume
Resume:
Joseph Diaz
Austin, Texas
**************@*****.***
SKILLS
●Active Directory
●SCCM (Imaging & Deployment)
●Microsoft Intune
●JAMF (MacOS)
●Windows/MacOS Support
●Mobile Support (iOS/Android)
●Network Support
●IDF/MDF
●Printers/Scanners
●Ticketing Systems:ServiceNow, Jira, Cherwell
●Microsoft Office/ G-Suite
EXPERIENCE
Samsung Semiconductor, Austin, TX — Data Intelligence Response Team
October 2025 - Januar
●Provide comprehensive Tier 1 and 2 onsite support for factory and corporate departments, diagnosing and resolving PC performance and hardware issues.
●Infrastructure Management: Maintain IDF rooms and work areas, ensuring 5S compliance and verifying network connectivity for PCs and infrastructure hardware.
●Collaborate with SAS System Engineers to resolve complex infrastructure incidents within a high-pressure manufacturing environment.
●Manage IT asset inventory and facilitate the installation and configuration of communication devices and phones.
●Ensure IT security compliance across all workstations while utilizing JIRA to document resolutions and user communication.
●Train onsite users on best practices to minimize downtime and avoid future technical issues.
Ascension Technologies, Austin, TX — Support Specialist
November 2024 - October 2025
●Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related software using WinPe.
●Managed high-volume ticket queues, consistently ensuring incidents were resolved and closed within defined Service Level Agreements (SLAs).
●Performed break-fix, desk-side support, IMACDs, and data migration for desktops, laptops, and mobile devices.
●Executed security and compliance tasks, including access reviews, risk assessments, and facility inspections to maintain verified control logs.
●Provided rapid response IT support for disaster recovery and emergency situations at local sites.
●Coordinated with third-party vendors for hardware warranty repairs and replacements.
●Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support.
●Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.
Aspen Aerogels, East Providence, RI — Desktop Support Technician
April 2024 - May 2024
●Provide support for end users covering a wide variety of issues
●Microsoft InTune management for PC and iOS device management.
●Microsoft Azure management for users
●Administer and troubleshoot network printers, file share mappings, and NTFS security permissions.
●Used Jira to manage requests.
●Troubleshoot and resolve technical support questions of customers in a professional manner
Materion, Lincoln, RI — Service Desk Engineer II
March 2023 - April 2024
●Inventory, install and configure personal computer hardware and software
●Used SCCM to remotely manage laptops and desktops
●Provides first-level network administration support (create user accounts, assists in file restores, maintain passwords, increase user space, and provide rights to some areas)
●Deployed Windows images to desktops and laptops and remotely managed endpoints using SCCM.
●Performed user and group management within Active Directory, including account creation, password maintenance, and file permission audits.
●Provided support in an ITSM environment, consistently meeting incident response targets and SLAs.
●Managed Cisco phone devices and provided first-level network administration support.
●Works on incident response and resolution targets in an Information Technology Service Management (ITSM) environment with Service Level Agreement (SLAs)
Salve Regina University, Newport, RI — Desktop Support Analyst
August 2022 - January 2023
●Troubleshoot, service, maintain, and repair computers, peripherals, and other electronic equipment for faculty, staff, and students.
●Inventory, install and configure personal computer hardware and software, and deploy images onto desktops and laptops.
●Used SCCM to remotely manage laptops and desktops
●Used Active Directory to manage users and groups
●Diagnosed system failures, isolated faulty parts, and performed hardware repairs for faculty and students.
●Utilized SCCM for Windows management and JAMF for Mac imaging and management.
●Supported Multi-Factor Authentication (MFA) implementations through Azure.
John Hancock/Manulife, Boston, MA — Engineer Desktop Mgt and EUC Support Lead
April 2022 - August 2022
●Imaging, building, deploying hardware to users
●Handling incidents from users in ServiceNow
●Troubleshooting and repairing hardware/software
●Asset Management
●Used SCCM to remotely manage laptops and desktops
●Used Active Directory to manage users and groups
●Multi-Factor Authentication support through Azure.
●Used JAMF to manage and image Macs
Enel Green Power, Andover, MA — Contract Technology Support Engineer
September 2021- December 2021
●Laptop provisioning, Imaging, Pushing Software
●Supporting end users on Tier II/III issues that arise
●Used JAMF to manage and image Macs
●Onboarding 10 – 15 users a week
UNFI, Providence, RI — Contract Service Desk Analyst
April 2021- August 2021
●Act as a single point of contact for users regarding IT issues and queries
●Follows standard Service Desk operating procedures to accurately log all requests using establishing incident tracking software
●Builds rapport and elicits problem details from Service Desk customers
●Prioritizes incidents and escalates when required to the appropriately experienced technician
●Notifies IT management of all critical requests and issues
●Learns fundamental operations of commonly used software, hardware, and other equipment
●Provides solutions, advice and/or recommendations in a quick and timely manner
Education
Western Governor’s University, — Network and Cloud-AWS B.S.
January 2025 - Present
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