Help Desk & IT Support Specialist (End-User Focus)
Resume:
Philip Garduno
*********@*****.***
Summary
● Day-to-day support: Handle end-user incidents and requests tickets, walk-up’s, conference room setup and work on task such creating or updating KB articles
● Imaging and device provisioning: Leveraging Windows Autopilot, Microsoft Intune, Entra ID to transition existing and new endpoints from Windows 10 to 11
● Provide end-user support for initial provisioning and configuration of physical YubiKey (2FA/MFA)USB/NFC FIDO2. Security passkeys, including biometric authentication setup (facial recognition and fingerprint enrollment).
● On Boarding: New account provisioning, on/off-boarding and badge creation
● Cisco VPN issues particularly with AnyConnect authentication failures, blocked ports (UDP 500/4500), or client-side configuration errors like missing profiles/certificates
● User Communication: Update the end user throughout the course of the repair
● Keeping up with Technology: Leverage CHATGPT to efficiently assist with
solutions to technical problems, knowledge base augmentation and better support
● Time Management: Balancing multi requests while prioritizing urgent issues.
● Networking: understanding network protocols (TCP/IP, DNS, DHCP, VPN).
● Remote Support: Assist users to diagnose issues accurately and efficiently.
● Update: Ensure compliance of security protocols of Hardware/Software are up to date
● Knowledge Base: Create KB Articles of undocumented process to maintain accurate step-by-step instructions and visuals to resolve common computer problems
● Asset Inventory management: tracking, organizing, and maintaining assets
● Kandji and JAMF: admin console / Apple Business Manager experience
● Troubleshoot MDM issues; such as Accounts, credentials, restrictions, network,
password policies, FileVault
● Windows deployment: Endpoint provisioning and lifecycle management utilizing Workspace One platform or Windows Autopilot, Microsoft Intune, and Microsoft Entra for both Corp-owned and personally owned devices
● Microsoft Defender for Office 365 (email security): Access the Quarantine portal to
review and manage quarantined email messages. The portal provides diagnostic information on filtering triggers and policy violations. Release messages to the tenant's mailbox if determined to be non-malicious.
● Exchange admin center: Use Message Trace (under Mail flow > Message trace) to messages that failed to deliver to the tenant’s mailbox. Additionally, review detailed mail flow reports to understand why certain messages were blocked or
not delivered. Create distribution lists, mailboxes, and shared mailboxes
● Mailbox increase: Modify mailbox storage settings to increase mailbox capacity
● Microsoft Entra ID - Intune: User authentication, Managing user roles and
permissions, Application access and licenses
● Active Directory: Employed Active Directory for the creation and administration of
user accounts, as well as the management of access permissions.
● Saas Management: permissions and access rights across supported systems and 3rd
party applications
● Wipe laptops designated for reimaging or reported lost to securely erase all data and reset the device to a default state
Core Strengths
● Strong critical thinking skills
● Excellent communication & writing skills.
● Experience troubleshooting all facets of networking issues.
● Competent to work in a fast-paced, technical support environment.
● Strong customer service skills who can effectively manage challenging customer interactions.
● Ability to work in a team, as well as independently, with minimal supervision
● Articulate technical solutions and document them.
● Multitasking and managing workflow in a timely manner.
Architecture
● Windows and macOS, Linux – installation, configuration, troubleshooting.
● Lan/Wan connectivity issues. Alerts/Incident/Problem/resolution/escalation (On/Off
Hours)
● Rack Mount of Wi-Fi, KVMs, servers, routers/switches (set ports enable) on switch
● Phone Setup of Cisco VOIP/SIP Avaya Call-Master and Polycom VoIP
● DNS and DHCP server configuration
● Zoom Confs Room Setup (NUCs, Polycom, iPad Scheduler Neat Bar/Neat Pad/Neat
Board)
● Install and create an Active Directory domain with Windows Server 2019- 2022
Core Competencies
● Troubleshooting of supported devices and peripherals (Windows & Mac’s).
● Software Installation & support of software related issues.
● Exchange admin center, Microsoft 365,
● Adobe cloud suite,
● Active Directory Management
User account creation, password resets, group policy updates
● MDM & Imaging Tools
Microsoft Intune / Entra ID, Jamf, SCCM, Autopilot, Apple DEP
● Networking Fundamentals
IP configuration, DNS, DHCP, VPN support, Wi-Fi troubleshooting
● Remote Support Tools
Bomgar, AnyDesk, Remote Desktop, Dameware
● Knowledge of ITIL concepts and workflows
● Creating effective desktop support knowledge articles in ServiceNow
Education
● San Jose City College - Electronic Certificate – Jan 1992 / Dec 1995
● South Mountain Community College - Cisco CCNA Certificate - Jan 2006-Dec 2006
● Mesa Community College – Enrolled in the MSCE program
Professional Experience
Legacy Living & Remodel Tempe AZ, August 2025 - Present
Tenant Management / Property Manager
● Advertise vacant rental properties
● Setting competitive rental rates
● Screening Applicants (credit, background, rental history)
● Preparing and singing leases
● Collecting rent and deposits and managing late payments
● Handling tenant questions and concerns (HOA compliance)
● Enforcing Lease Terms and managing evictions if needed
● Budgeting for repairs, taxes and insurance
● Scheduling routine maintenance (HVAC, plumbing, landscaping)
● Ensuring properties meet safety and housing codes
● Coordinating emergency repairs and supervising contractors
Intermedia Cloud Communications Contractor Sunnyvale, CA April 2025 – July 2025
Desktop Support Engineer
● Deploy and configure new Mac and Window laptops for employees
● Assist users with first time setup of their Physical YubiKey USB or NFC Security (2FA/MFA)
● Device provisioning leveraging Windows Autopilot, Microsoft Intune, and Entra to
Enroll devices into the corporate environment using a CSV-based import containing each device’s hardware hash and designated Group Tag
● Assist users with Cisco VPN issues particularly with AnyConnect, authentication failures, blocked ports, client-side configuration errors like missing profiles/certificates
● Initiate remote wipe on laptops intended for reimaging or when reported lost
● Administration and lifecycle management of macOS endpoints utilizing the Kandji device management platform
● Access the Quarantine portal to review and manage quarantined email messages
and diagnose triggers and policy violations. Release messages to the tenant's mailbox if determined to be non-malicious
● Utilize Microsoft 365 Admin center to upgrade tenants from a lower E3 license to a
E5 license.
● Microsoft 365 Admin to create distribution lists, mailboxes, and shared mailboxes
● Employed Active Directory for the creation and administration of user accounts, as well as the management of access permissions.
● Create badges for new employees being on boarded
● Assist with printers, copiers, and conference room AV equipment
● Manage AD users accounts; create, modify and deactivate accounts
● Manage equipment inventory, asset tracking and e-waste of damaged systems
● Assisting remote team members in Portugal, Georgia (Eastern Europe) and India.
LiveRamp Inc San Francisco, Ca Full Time Employee Jan 2022 – Oct 2023
IT Support Engineer Rehire as contractor July 2024 - Oct 2024
● Perform Zoom Admin duties and manage all support for Zoom Conferencing Rooms
● JAMF administration and device endpoint management (JAMF Connect)
● Troubleshooting of JAMF (MDM) issues such as broken connection to MDM. Dep
Secure (remote lock/wipe devices).
● Workspace One administration (WS1) for device enrolment of Windows OS
● Provide hardware break/fix support and warranty support for Windows/Mac
● Support of Microsoft Office Suite in an enterprise environment
● Troubleshoot network issues “Netskope issues and Global Protect (VPN) issues”
● Onboard new hire Orientation. Create user accounts, setup hardware Mac & Windows
● Manage relationships with vendors and manage service providers
● Google Workspace support, Gmail, Calendar, Google Drive
● Troubleshoot laptops, printers, servers, AV eqpt, iPads, Wi-Fi networks/Firewalls
● Wipe laptops designated for reimaging or reported lost
● Leverage Okta Verify Mobile FastPass application to resolve SSO authentication lockouts and restore user access. Troubleshoot user access to assigned groups
ASU Arizona State University Tempe Az Contractor - Matrix Oct 2020 – Jan 2022
Saas Administrator
● Provide high level technical support and consultation to university student, faculty, and staff
● Help develop and maintain internal knowledge base articles.
● Collaborating across teams to best resolve 3rd Level issues or outages
● Exchange tasks such as DL, Public Folder, Resource Room/Calendar via (scripts).
● Support of Exchange Hybrid environment, Zoom, Dropbox, Gmail
● Message trace of undelivered mail, quarantine release of mail
● Mailbox quota increase via Exchange Admin Center
Axon, TASER International, Inc. Full Time Employee July 2019 –April 2020
Desktop Support Engineer
● Administration of AD, Office 365, Azure, Microsoft Dynamics AX 2012, Zoom, Okta
● Configure newly purchased Mac laptops using JAMF, Dep and MDM
● Image new purchased HP laptops using Ivanti USB stick
● Set up accounts and deploy equipment for new employees
● Add users to appropriate groups and permissions in AD
● Setup and maintenance of Audio, video, and conferencing equipment (Zoom).
● Maintain and update support information and actions in the IT Ticketing system
(Service Now)
● Provide Concierge C-Level support for company Executives and designated VIP’s
● Install, configure, and troubleshoot laptops, desktops, software,printers, and scanners
● Create of various department Images using Ivanti (LANDesk Management Counsel)
Banner Health, Phoenix, AZ Contractor Insight Global Oct 2018 – Dec 2018
Desktop Engineer II/Enterprise Exchange Admin
● Closely monitor Service Now request/incident tickets to ensure timely resolution
● Hands on experience on MS exchange 2003/2007/2010 premise and Office 365
● Day to day troubleshooting of Outlook issues; Administration of mailboxes and User
accounts
● Fulfilling requests such as e-mail access to their leader’s inbox or Calendar - Outlook
OWA
● Good active directory knowledge to resolve exchange related issues and
● Scripting (PowerShell)
● Administration and configuration of OCS 2007 and Lync servers.
● Service Now ticketing system / Provide 24hour On-Call support (Xmatters)
● Mail Quota Increase, Active Sync, Shared Mailbox, DL, Calendar and Mailbox
creation.
Magellan Health Phoenix, AZ Contractor - Integrated Resources Feb 2018 – May 2018 Senior Desktop Support Analyst
● SCCM software deployment, SCCM remote connection and configuration manager,
● Imaging from an OSD environment running pixie boot task sequence.
● Support of Zoom (conferencing software) and Box (Cloud Storage Services)
● System migration of Windows 7 to Windows 10 OS.
● Manage BitLocker Windows 10 components. (Recovery key,
● Telecom troubleshooting VOIP Phones - LAN/WAN network issues
● AD Creation of user accounts - Add users to groups, files, and folders or model user’s
permissions.
● Support of applications - OKTA, Citrix Receiver, CMS Supervisor, Nice, Cisco VPN
Fiserv, Phoenix, AZ Full Time Employee November 2013 - June 2017
Lead System Support Specialist
● Remedy Service Management ticketing system
● Provide remote and desk-side technical support of Window 7 clients systems
● Support of LAN/WAN issues
● Responsible for new hire builds, moves, and phone setup.
● Manage machine and user accounts in Active Directory
● Office 365 & Lync Support
● SCCM 2012 software deployment and resolve SCCM corrupt client issues
● Image PC’s using SCCM OSD environment
● Manage of McAfee client agent, DLP and Data protection Encryption
● Maintain POLYCOM system in conference rooms. Setup video conference calls
● Server support tasks such as replacing and racking servers, switches KVM console
● Asset tracking and equipment disposal
● Hold weekly team meetings to go over the ticket queue, SLA metrics
T-Mobile Communications, Tempe, AZ Full Time Employee January 2009 - July 2013
Lead ITA Sr Specialist
● Support of T-Mobile retail store core hardware devices such as Point of sales devises
● Predefined Maintenance: Duties include AD user and machine account management,
routine system management, backup tape rotation and hardware maintenance.
● Print Services: Duties include management of all Windows 2008 print servers and print queues.
● Support Cisco switches and routers.
● Avaya Phone systems / cross connect, punch down and troubleshoot connectivity
issues
● Use Remote Desktop tools to remotely manage & resolve issues
● Contribution and input of new technology research and development
● Symantec endpoint encryption support and administration of security policies
● Leading 8 consultants. Monitor day to day duties and assign tasks. Create team
motivation and instill best practices
Contact this candidate