IT Help Desk & Desktop Support Specialist

Luis J. Garcia

● **** Francis Ave NW, Atlanta, GA 30318

● 404-***-**** ● ****.*.******.*******@*****.***

PROFILE

● Over 13 years of experience in Desktop Support, and as a Help Desk Analyst, working in both high-volume call centers and within dedicated I.T. Departments.

● Over 20 years of experience in Customer Service, in English and Spanish, multiple times having been commended for excellent professionalism, service, organization and punctuality.

● 9 years’ experience imaging computers in various environments – personal and enterprise, using USB, PXE, of over a dozen SCCM created images, for HP, Dell, and Lenovo Systems.

● 6 years of experience with Active Directory – adding users, account unlocks, password resets, procedures for on-boarding & off-boarding employee, adding and removing membership in security groups, creating computer & user accounts, editing attributes, setting up email accts, etc.

● 10 years’ experience working with VPN, assisting users working remotely, and working with network team to troubleshoot and establish connections.

● Junior Microsoft Server Skills include assignments of group policy, drive mappings, printer sharing, imaging and setting up laptops, tablets & smartphones to access network & email.

● Extensive Experience with Windows OS (97 through 11), and Office Products – PowerPoint, especially Excel, and certificates in Word and Outlook.

● Extensive experience with ordering & configuring users’ PCs, Laptops, Tablets, Cellphones, and other devices, involved imaging, updating, mounting, saving images, booting via PXE

(using WDS), Flash Drives, and setting up for SCCM. Also, responsible for applying tracking and inventory policies.

● Participated in migration to Office 365, and both supported and trained users after migration.

● Several years of experience with setting up network & email accounts, and other applications on laptops, tablets and smartphones, including Crowdstrike, Postini, and other dashboards.

● Familiar with protective software, anti-viral and anti-intrusion, including ESET NOD32, Windows Defender, Symantec, Malwarebytes & BitLocker, including applying, updating, unlocking, and patching them based on I.T. Policies.

● Experience with face-to-face as well as remote support either over the phone, or through Screen Connect, DameWare, LogMeIn, TeamViewer, Instant Messaging Chat Application, etc.

● Experience with Microsoft Exchange, Citrix App Center, MAAS360 and MDM.

● Experience with Mobile Iron – setting up, unlocking, re-enrolling and remotely wiping phones.

● Experience with Trouble Ticket Systems such as ServiceNow, IQ Track, Salesforce, ITSM, and Team Dynanmics, working tickets, performing ‘triage,’ and resolving users’ issues.

● Experience with email protection services such as ProofPoint and Postini.

● Familiarity with Handheld Zebra Scanners, setting up users, accounts, with access through MFA.

● Experience with Panasonic Laptop/MDTs (Mobile Data Terminal) for use with police service.

● Working to complete certification in PowerShell. PROFESSIONAL EXPERIENCE

IDR: Internal Data Resources (Contract)

IT System Analyst July, 2025 – Feb., 2025

● Providing I.T. support for Gwinnett County Courthouse and Police Departments.

● Using Team Dynamics to work & track trouble tickets, inventorying assets, and work notes.

● Preparing Panasonic MDTs for use by police officers in the field, including updating system software and any necessary applications.

● Setting up accounts for users in all necessary applications – Active Directory for all personnel, Brazos Citation Application, Axion Fleet Dashboard, Avigilon for the county jail, Mobile UX for police cars, and other official applications.

● Updating data and credentials for all applications as needed.

● Delivering, installing and setting up desktops and laptops for users in county offices.

● Operated within county guidelines in accounting for all I.T. Devices including inventory entries, and processing for disposal.

OSI Digital (Contract)

Desktop Support Technician April, 2025 – June 2025

● Desktop support for Tier 1 and Tier 2 issues, on-site and remotely for Hyundai.

● Imaging Laptop computers for users – transferring data to new computer from old systems, including documents, pictures, bookmarks, favorites, etc., through direct transfer and via OneDrive.

● Resolving office with productivity applications – Outlook, VPN (Global Protect), Chrome Web- sites, etc.

● Performing basic hardware repairs and/or working with Lenovo Repair Technicians to repair Lenovo Laptops and Docking Stations.

● Decommissioning computer systems, and peripherals. Yancey Bros. Co.

Desktop Support Analyst October, 2023 – March 2025

● Desktop support for Tier 1 and Tier 2 issues, on-site.

● Troubleshooting applications - Windows 10 through 11, including licensing, installing and resolving issues with Office Applications, including Excell, Word, Outlook, Teams, etc.

● Working with Active Directory on the designated Server to setup user and computer accounts, delete accounts, setup and change passwords, change access to files, folders, servers, and applications through Member Group Policy.

● Installing and basic troubleshooting a wide variety of basic issues applications, third party applications, including Avigilon, Diagnostics such as Rousch, Dietz, Bluebird and Ford Diagnostics, CAT Electronic Technician, etc.

● Working with DBS/AS400, setting up user accounts, printers, report access, etc.

● Supporting hand-held Tablets, and Zebra Scanners.

● Setting and resolving issues with the HR System, Ultipro, for hours, benefits, and training.

● Working tickets through Fresh Service, documenting the issues and steps taken to resolve.

● Imaging multiple computer systems, setting up applications and settings based on their roles and responsibilities, and finally delivering them to end users across three states.

● Providing support for remote users, supplying the computer systems and accessories for their work from home needs including docking stations, keyboard/mouse combinations, monitors, phones, webcams, and headsets.

● On-boarding and off-boarding users using Power Shell Scrips, and direct input, accounting for multiple applications, license and third party sites that they will need based on their roles.

● Updating and creating articles for the company knowledge base. Georgia State University (Contract)

Desktop & Office 365 Support Analyst July. 2023 – Sept. 2023

● Resolving issues with Microsoft Applications for users in order to maintain classroom schedules and office hours for professors, managers, counselors and students.

● Support of Office 365 during change over, though the on-line Exchange Consoles, administrating multiple licenses for the user’s assigned roles and needs, within the compliance rules and regulations for the university.

● Assist user with information and walkthroughs in using all the university provided resources, training them to be able to use the applications and to resolve simple issues quickly and efficiently, so as to no interrupt classroom schedules, and arranged meet times.

● Working with users to provide solutions for uncommon issues with on-line versions of University provided resources, Microsoft Applications, Webex, and other applications.

● Provide Remote Support for uses working from home or within virtual classrooms, supplying solutions for VPN access & issues, access to Georgia State University applications and websites.

● Troubleshooting Incidents and Service Requests using the IIA Collaboration Ticketing System, through phone contact, Teams and on-line chat applications.

● Documenting issues and solutions with the department’s knowledge base, to assist in more quickly resolving issues as they arise.

E.W. Scripps Broadcasting (Contract)

Desktop Support Technician III Oct. 2022 – Apr. 2023

● Desktop Support for all user, in a Windows 10 & Mac Ventura Environment.

● Troubleshooting Incident and Service Requests using the Cherwell Ticketing System.

● Remote Support for uses working from home, supplying equipment, training, VPN permission & support, remote support using TeamViewer, providing updates of the systems, and of group policies, troubleshooting connectivity and other issues.

● Server Support using Active Directory for user by verifying permission, and then providing access to network, files, and folders, password resets, account changes, adding permission via group memberships, etc.

● Imaging desktop and laptop computers, Windows 10 and Mac Ventura, for individual users.

● Worked through Active Directory to set up users email accounts, creating shared e-mail, security groups, network folders, etc.

● On-boarding and off-boarding users, beginning orientation of company policies and uses of the various systems, preservation of departing users data and profiles, setting up computer work spaces, assisting in workspace rotation, etc.

● Desktop and Laptop Computer Support for users in three departments – Broadcasting, News and the Corporate Department.

● Ordering new equipment & products (computers, monitors, three types of docking stations, network printers, software, etc.), inventory and accounting of equipment, and of allocating to users, etc.

● Setting up devices, such as desktop printers, network printers.

● Setting up accounts for users in Advanti Nexus for graphic editors in the media department, on Mac ProBooks.

Altium Packaging (Contract)

Technical Support Specialist II Jan. 2020 – Aug. 2022

● Desktop Support for SLA’s, in addition to other users of all levels, in the Windows 10 Environment.

● Troubleshooting Incident and Service Requests within a Windows 10 Environment, using the ServiceNow Ticketing System, including browser, desktop application, and printer issues.

● Remote Support for uses learning to work from home, supplying equipment, training, VPN permission & support, remote support using Screen Connect, providing updates of the systems, and of group policies, troubleshooting connectivity and other issues.

● Junior Server Support using Active Directory for user by verifying permission, and then providing access to network, files, and folders, password resets, account changes, adding permission via group memberships, etc.

● Imaging desktop and laptop computers for individual users, and groups on production lines.

● Supporting and troubleshooting GainSeeker Control Application on production lines.

● Worked through MS Exchange to set up users email accounts and licenses, creating shared e-mail and distribution groups for departments, and updating changes to groups, such as changing

‘ownership’ of a group, as well as altering access to groups for others, and performing mail trace for missing or disputed emails.

● Desktop Computer Support for users in the United States, and Canada, and facilities.

● Setting up accounts for users in JD Edwards Reporting Application, Workday, and Silk Road Learning System.

● On-boarding and off-boarding users, beginning orientation of company policies and uses of the various systems, preservation of departing users data and profiles, setting up workspaces, assisting in workspace rotation, setting up Multi-Factor Authentication (MFA), assigning desk phones, and phone number through Mitel, etc.

● Ordering new equipment & products (computers, monitors, docking stations, printers, software, etc.), responsible for acquiring Purchase Orders for ordered products, imaging new systems, installation of specific applications on new computers, inventory and accounting of equipment, and of allocating to users, etc.

● Setting up devices, such as desktop printers, network printers, desktop scanners, etc.

● Setting up phones for users (iPhone & Galaxy), including email.

● Supported department and users during domain name change. Hillphoenix (Contract)

Infrastructure Support Administrator Feb. 2018 – Jan. 2020

● Junior Server Support for user access to network and files, Active Directory Permission & Group Policies, on-boarding and off-boarding users, preservation of users data and profiles, etc.

● Desktop Computer Support for users in multiple countries, and facilities, using ticketing system of Service Now.

● Ordering New Computers, Imaging new systems, installing applications by the user’s needs, and creating documentation of installation of specific applications.

● Troubleshooting network, connectivity, and remote access issues.

● Setting up devices, such as printers, surface tablets, new computer stations, and production stations.

● Setting up phones for users (iPhone), including email, Multi-Factor Authentication (MFA), and MobileIron.

Pruitt Health

Service Desk Analyst Jan. 2017 – Feb. 2018

● Provided thin-client computer technical support, including troubleshooting and resolution of issues with software, hardware, and network connectivity over the phone.

● Provided technical competence in imaging, and applying company policies to Samsung Tablets and iPads.

● Enforcing compliance and security policies over tablets, and computer credentials.

● Applying encryption protection, and troubleshooting encryption issues on computer devices. Hillphoenix (Contract)

Service Desk Analyst July 2016 – Dec. 2016

● Provided desktop computer technical support including troubleshooting and resolution of issues with software, hardware, and network connectivity.

● Provided technical competence in installing, configuring and supporting networked client computers, both locally and remotely.

CareerBuilder (Contract)

Service Desk Analyst (Temp) June 2016 – July 2016

● Resolving issues involving employer postings and accounts, over the phone.

● Assisted users in setting up, editing, and posting job listings. Salvation Army (Contract)

IT Support (Temp) April 2016 – June 2016

● Assisted Regional IT Office in migration to MS Office 365 – setting up accounts, setting up pro- files, making user were able to access all of their contacts, emails, and calendars. Intelliteach IT Support October 2013 – March 2016

● Provided remote desktop computer support including troubleshooting and resolution of issues with software, hardware, and network connectivity.

● Provided solutions for lawyers and para-legals with document issues in preparation for legal submissions and court documents.

● Assisted users in resolving wifi connection issues to assist them when working remotely.

● Resolved user issues with VMWare.

EDUCATION

COLORADO TECHNICAL UNIVERSITY, Colorado Springs, Colorado Business Administration, Information Technology Concentration Accomplishments:

● Graduated with a Bachelor’s Degree in Information Technology, 2013. UNIVERSITY OF SOUTH ALABAMA, Mobile, Alabama

Business Finance and General Business

Accomplishments:

● Awarded best business presentation by the Small Business Administration of Alabama

● Graduated with a Bachelor’s Degree in Business Finance.

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