IT Field Technician

EDUARDO SANCHEZ

IT SUPPORT SPECIALIST TECHNICAL SUPPORT & TROUBLESHOOTING U.S MARINE VETERAN

Dallas, TX 541-***-**** *******.********@**********.*** PERSONAL SUMMARY

IT and Customer Support professional with experience in troubleshooting technical issues, supporting end-users, maintaining system reliability, and improving workflow efficiency across enterprise environments. Skilled in help desk operations, ticket management, hardware and software support, and clear communication with both technical and non- technical users. Recognized for strong analytical ability, attention to detail, and commitment to delivering responsive, customer-focused technical solutions that enhance user experience and operational performance. CERTIFICATIONS AND SKILLS

Certifications: CompTIA Security+, CompTIA Network+, CompTIA A+, CompTIA Tech+, Google IT Support Certificate, USMC Cyber Awareness Training, CCNA: Introduction to Networking, CCNA: Switching, Routing & Wireless Essentials, CCNA: Networking Security & Automation, Google AI Essentials, Adobe Graphic Design, Crash Course on Python Systems & Technical Support: IT troubleshooting, Windows, macOS, Linux, cable management, system administration, software installation, process documentation, performance improvement, cyber hygiene, MS Office 365, Zendesk Networking, Security & Analysis: TCP/IP, network traffic analysis, OSINT, information security, threat detection, research, adaptability, supply chain management, vendor coordination, team collaboration Security: Secret Security Clearance

EDUCATION

Bachelor’s Information Systems Cybersecurity – Collin College. Mckinney, TX June 2023 – Expected May 2026 Tech Fundamentals – NPower, Dallas, TX February 2025 – May 2025 Full-time virtual IT training program designed to build core technical proficiency for entry-level technology roles. Developed foundational skills in IT support through hands-on training, certification preparation, professional development, and workforce readiness, including practical project experience and mentoring. Associates Information Systems Cybersecurity – Collin College, Mckinney, TX June 2023 – December 2024 EXPERIENCE

Community Help Desk Technician / Digital Navigator – NPower, Dallas, TX August 2024 – Present

• Delivered end-user support by troubleshooting software, account access, connectivity, and device issues through Zendesk ticketing workflows.

• Created and updated knowledge base documentation to standardize resolutions and improve support efficiency across the team.

• Facilitated virtual workshops covering digital literacy and technical fundamentals, ensuring clear instruction for users of varying skill levels.

Co-Owner – Precision Pressure Solutions, LLC, Garland, TX August 2024 – Present

• Managed website functionality, analytics monitoring, and digital communication channels to ensure reliable customer access and service continuity.

• Implemented process improvements that streamlined operational workflows and reduced service delays. Cyber Security Intern – Tomorrow’s Leaders Today (TLT), Dallas, TX February 2025 – April 2025

• Reviewed firewall logs, security events, and system activity to identify anomalies and support remediation recommendations.

• Assisted in developing cybersecurity policies, disaster recovery plans, and documentation that improved organizational security posture.

Asset Manager – U.S. Marine Corps, Fort Worth, TX October 2017 – October 2023 Property Manager – Reedy Creek Management Services, Dallas, TX October 2023 – February 2024 Assistant Manager – Kolache Factory, Murphy, TX September 2018 – May 2020 PROJECTS

Website Deployment & Analytics Integration: Designed and launched a professional website for a small business, integrating Google Analytics to monitor user behavior and ensure reliable access for customers. Firewall Log Analysis Project: Analyzed thousands of firewall logs during a cybersecurity internship to identify anomalies, support incident response, and recommend actionable improvements to strengthen system security. Help Desk Knowledge Base Development: Created and refined technical knowledge base articles at NPower to improve troubleshooting accuracy, streamline support processes, and enhance the end-user experience.