IT Operations and Desktop Support Professional

RAMONDO D. FLOOD II

Center Line, MI *****

Email:***********@*****.***

Video Introduction: https://m.youtube.com/watch?reload=9&v=oO1RIFoj9p0 PROFESSIONAL SUMMARY

Tier 2 IT Support and IT Operations professional progressing toward Systems Administration, NOC, and Data Center roles. Experience supporting enterprise, regulated, and hybrid environments with a strong focus on infrastructure, identity and access management, endpoint management, and security-aware troubleshooting. Proven ability to resolve escalated issues, support servers and endpoints, and work cross-functionally with network, security, and infrastructure teams.

CORE TECHNICAL SKILLS

Operating Systems:

Windows 10/11, Windows Server (exposure), macOS, Linux Identity & Access Management:

Active Directory, Microsoft Entra ID (Azure AD), MFA, user/group administration Endpoint & Systems Management:

Microsoft Intune (MDM), device enrollment, policy troubleshooting, endpoint hardening Networking Fundamentals:

LAN/WAN, Wi-Fi, VPN, DNS, DHCP, TCP/IP troubleshooting Security & Access Tools:

Zscaler Internet Access, CyberArk privileged access workflows Infrastructure & Data Center:

Server hardware troubleshooting, rack/stack exposure, hardware diagnostics, vendor coordination Monitoring & ITSM:

ServiceNow, Jira, Zendesk, escalation workflows, documentation Other:

PrinterLogic, conference room AV systems, backups, disaster recovery basics PROFESSIONAL EXPERIENCE

loanDepot.com — Desktop Support Engineer / Tier 2–3 IT Support

● Provided Tier 2–3 desktop and endpoint support in a regulated enterprise environment

● Supported Windows and macOS systems for onsite and remote users

● Administered Active Directory and Microsoft Entra ID for user lifecycle management

● Troubleshot Zscaler secure web access, authentication, and connectivity issues

● Supported MFA re-registration and identity access issues

● Assisted with CyberArk privileged access requests and workflows

● Performed Microsoft Intune device enrollment and policy troubleshooting

● Supported printers via PrinterLogic and conference room AV systems

● Documented incidents, root cause, and resolutions for audit and compliance Hyve Solutions — Server Repair / Debug Technician (Data Center / Manufacturing)

● Diagnosed and repaired enterprise server hardware

● Supported Linux, Windows, and Unix operating systems

● Troubleshot production tools and server components

● Assisted with server validation, hardware diagnostics, and failure analysis

● Coordinated with vendors and engineering teams for escalated issues

● Documented repair processes and supported IT operations in a data center environment Technology Crossover Ventures — Service Desk Technician (Tier 2)

● Provided Tier 1–2 IT support for enterprise Windows and macOS environments

● Troubleshot hardware, software, and network connectivity issues

● Supported Active Directory and Entra ID access requests

● Installed software, applied patches, and configured endpoints

● Escalated infrastructure and network issues appropriately Voice Ignite — IT Field Technician

● Delivered onsite and remote IT support for Windows environments

● Supported VPN connectivity, printers, and endpoint hardware

● Assisted with Active Directory user account support

● Installed software, performed updates, and basic system hardening

● Performed backups and data restoration

Market Hall Foods — Service Desk Technician

● Supported IT operations in a retail and office environment

● Troubleshot POS systems, printers, and IoT devices

● Managed help desk tickets and service requests

● Performed basic network troubleshooting and system maintenance

● Trained end-users on IT systems and procedures

CERTIFICATIONS & TRAINING

● CompTIA Network+ (In Progress – N10-009)

● CompTIA Security+ (In Progress)

● Google IT Support Professional Certificate

● Fanuc Robotics Operator Course

● ToolingU Manufacturing Training

● Professor Messer Network+ Training

Contact this candidate