IT Help Desk Technician with Enterprise Experience
Resume:
FLORENZ DAVID
**************@*****.*** www.linkedin.com/in/florenz-
IT SPECIALIST
Drive Innovation, Improve User Experience, & Deliver Reliable IT Solutions that Support Business Objectives
Detail-oriented IT Administrator with strong background in managing and supporting enterprise-level IT infrastructures. Extensive hands-on experience in ensuring seamless IT operations, optimizing system performance, and providing excellent software support across diverse platforms. Adept at maintaining security protocols, implementing solutions to streamline workflows, and supporting end-users with comprehensive software and hardware troubleshooting. Proactive professional skilled in managing software assets, maintaining compliance, and ensuring system reliability through effective VDI and Active Directory administration.
Software Deployment Software Licensing Active Directory Troubleshooting
Asset Management Microsoft Endpoint Configuration Manager (MECM)
PROFESSIONAL EXPERIENCE
Field Technician II – TeamSOS 09/2025 – 05/2026
·Repaired, installed, programmed, and maintained telecommunications systems, LAN/WAN networking hardware, wireless access points, tablets, kiosks, video terminals, and related electronic equipment in secure correctional facilities
·Supported Securus inmate technology platforms including Inmate Calling Systems, Video Visitation, Kiosks, and Tablets (JP6, JP7, EVOTab)
·Performed telephony and cabling work including pulling and terminating cable, troubleshooting wiring, loading configuration files, and installing Securus equipment in compliance with applicable codes and standards
·Conducted site surveys and on-site visits at camp sites and jail facilities throughout Southern California, supporting installations, repairs, and operational planning
·Coordinated daily work assignments with dispatch, providing accurate ETA, arrival, and departure updates
·Diagnosed and resolved complex technical issues where standard procedures were insufficient, collaborating with multiple departments and escalating issues as needed
·Assisted in educating and training customers on Securus products and services, while providing technical feedback to internal support teams
·Responded to management and customer requests via phone, email, and reporting while adhering to Field Service Standards, security protocols, and company policies
ELEVANCE HEALTH, 220 Virginia Ave, Indianapolis, IN 46204 833-***-**** 07/2017 – 2/2025
Technical Support Lead
Managed IT systems administration and technical support operations. Led system deployments, security updates, and issue
resolution while optimizing IT processes.
·Oversaw Microsoft Endpoint Configuration Manager (MECM) to efficiently deploy software, patches, and updates across organization’s network, enhancing security and system performance.
·Administered Virtual Desktop Infrastructure (VDI) environments, including troubleshooting, configuration, and optimizing virtual desktops, meeting end-user needs and guaranteeing business continuity.
·Managed client requests via tickets and calls, aiming for one-touch resolution to maximize efficiency and satisfaction.
·Conducted timely follow-ups to ensure all client issues were resolved to their satisfaction.
·Analyzed client-provided data and applied strong troubleshooting skills to resolve complex and general support issues.
·Worked closely with service desk team to provide ongoing training and guidance on troubleshooting methods, prioritization of incidents, and issue resolution techniques.
·Actively addressed critical or complex escalated tickets, collaborating with other departments when necessary to
·resolve within SLA.
·Maintained inventory of IT equipment, software licenses, and support ticket documentation for compliance and reporting.
·Collaborated with senior IT staff on system upgrades, security patches, and IT infrastructure projects.
·Supervised offshore Help Desk team members, providing guidance, escalation support, and ensuring timely resolution of desktop and imaging issues.
·Directed onshore field service support staff in handling hardware, software, and imaging requests, maintaining consistent service levels across multiple locations.
·Acted as primary escalation point between offshore Help Desk and onshore field support, ensuring efficient troubleshooting and issue resolution.
· Coordinated and monitored desktop imaging processes to standardize deployments and maintain compliance with organizational standards.
· Streamlined collaboration between global support teams to reduce resolution times and improve end-user satisfaction.
·Provide technical support for Windows 10/11 desktops and Microsoft 365 applications including Teams, Outlook, and OneDrive.
·Contributed to Windows 10 to Windows 11 migration, including setup, troubleshooting, and end-user support during deployment.
·Manage and maintain operating system images in MECM (Microsoft Endpoint Configuration Manager), including updates, testing, and deployment for standardized end-user environments.
·Deliver responsive, empathetic customer service, ensuring users feel supported and informed.
·Maintain clear documentation of incidents and resolutions to build the knowledge base.
·Collaborate with team members to improve help desk processes and support the transition to a modern ticketing system.
NSC GLOBAL, First Floor Blue Fin Building, 110 Southwark Street, London, SE1 0SU 7/2016 – 7/2017
IT Specialist
Provided IT support for local and remote users using remote tools such as TeamViewer, Skype for Business, RDS, and Bomgar to resolve system issues and ensure optimal uptime.
·Serve as the primary point of contact for desktop, laptop, and application support for onsite and remote end-users via phone, email, and in person
·Provide Help Desk support for workstations, laptops, printers, mobile devices, and other network-attached devices
·Monitor internal ticketing systems and resolve basic to escalated support requests onsite or via remote tools
·Provided first-level technical support to staff via phone, email, and in-person, resolving hardware, software, and network issues across Windows-based systems.
·Configured and deployed laptops, desktops, printers, and mobile devices in line with documentation and security standards.
·Supported Azure Virtual Desktops and resolved connectivity issues for on-site and remote employees.
Assisted with onboarding and offboarding, including account setup, equipment provisioning, and access rights management.
FLORENZ DAVID **************@*****.***
UCLA HEALTHCARE, Los Angeles, CA
Contractor 1/2016 – 7/2016
IT Support
Delivered hands-on desktop assistance and break / fix troubleshooting. Installed and upgraded supported desktop-level hardware and software. Led and supported IT projects, including OS migrations, hardware refreshes, and software upgrades for Mac OS and Windows environments (XP, 7, 8, 10).
·Resolved and closed tickets/work orders supporting end-user desktops, laptops, and peripheral devices.
·Responded to escalated customer support issues from the Helpdesk, ensuring timely resolution and minimal downtime.
·Contributed to enterprise desktop projects, including global installations, system upgrades, and migrations, as a project team member.
·Utilized remote tools to diagnose and resolve end-user technical requests efficiently.
·Troubleshot and collaborated with cross-functional teams to assist with infrastructure-related issues.
·Documented customer interactions, incidents, and resolutions in the incident management system, including asset management updates.
·Performed data recovery from hard disk drives and executed data migrations.
·Supported secure remote access for VPN connectivity as well as wireless and broadband laptop configurations.
·Installed, configured, and maintained local and network-based printers.
·Conducted preventative maintenance on desktops, laptops, and peripherals to improve reliability.
·Worked various shifts, including holidays and on-call support, with occasional travel as required.
·Followed IT policies and procedures, adhering to security and compliance guidelines.
·Demonstrated leadership by identifying technical and process improvements, balancing multiple concurrent projects effectively.
·Performed additional IT support tasks as assigned to meet business needs.
ALCATEL-LUCENT ENTERPRISE USA, INC., Calabasas, CA
Contractor 1/2015 – 12/2016
IT Support
Provided ongoing support and maintenance for data center operations. Managed Sun Microsystems Unix Solaris OS, HP
Servers running Windows Server 2012 / 2008 R2, and Red Hat Linux.
·Enhanced system infrastructure by performing backup tape management, new server installations, and structured cable runs.
·Provided first-level support by professionally handling inbound service desk calls, focusing on first-call resolution.
·Logged accurate user details and issue descriptions into ticketing systems; escalated issues to senior technicians as needed.
·Installed and upgraded computers and software for new and existing employees across all organizational levels.
· Executed PC lifecycle tasks including imaging, migration, inventory tracking, data wiping, and asset returns.
·Supported MAC and Windows-based environments, including Windows XP, 7, and 10, ensuring cross-platform functionality.
·Conducted hands-on LAN / WAN troubleshooting, telephony maintenance, and network infrastructure planning, improving connectivity.
·Diagnosed and resolved computer hardware and network connectivity issues (wireless and Ethernet), driving seamless user experience.
·Managed help desk tickets, escalating complex issues to appropriate teams to ensure timely resolution.
·Maintained operational efficiency by providing expert support for printer-related issues, including mapping, driver installations, and troubleshooting.
EDUCATION
Certificate, Computer Software Technology, ITT Technical Institute, Sylmar, CA
Bachelor of Computer Science (BCS), AMA University and Colleges, Philippines
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