Remote IT Support Specialist (Entry-Level)

SHELLY PERALTA

Desktop Support Technician

Pueblo, Colorado, United States

719-***-**** ******.*******@*******.***

PROFILE

Seasoned IT Support Professional with over 30 years of experience in desktop support, systems administration, Endpoint and Jamf administrator, SSO, cloud services, and enterprise software deployment. Proven expertise in managing global IT Infrastructure, leading software roll outs, and providing exceptional technical support and security. Experienced in SSO, Jamf, and Autopilot/Intune administrations with policy/security and troubleshooting and assisting users in training with a strong focus on security, Exceptional customer service for over 1000 employees.

EDUCATION

UNIVERSITY OF PHOENIX

2002

Bachelor of Science in Information Technology

EXECUTRAIN

2002 — 2003

Dell Certified

2000, Citrix Met frame, Windows 2000 Deploying; Installing and Configuring Windows 2000; Windows NT 4.0 Core Technologies. 1999, 1998, Complete A+ Certification class. 1997, Certified in Supporting Windows 95; Certified in Windows NT 4 Administration; Certified in Network Essentials.

PUEBLO COLLEGE OF BUSINESS AND TECHNOLOGY

1995

Associates Degree in Computer Science

Grade point average 4.0. Relative courses: Human Relations; basic computer programming; Word processing; DOS; C++ programming; Accounting; Professional Communications; Office procedures and Advance typing.

COMPUTER EDUCATION

2026 - Microsoft Security Essentials Professional Certificate by Microsoft; Cisco Network Associates Certification; Cloud Security Certification 2025 - Diploma in Cyber Security; Cybersecurity Professional Certification; SPLUNK Certification; Cybersecurity by Microsoft Certification; System Administration by Microsoft Certification 2014; SQL server 2008; SQL Administrators; Virtualization Microsoft Hyper-V Server; Microsoft System Center Configuration Manager 2012; 2013 – iCloud Commuting; 2013 - VMware horizon View Mirage 2011 – Dell Dispatch Technician; 2010 – Microsoft Windows 7 Essentials; 2004 – Microsoft System Management Server; 2003 – Microsoft Directory Infrastructure; 2001 Citrix Met frame Administration; NT 4.0 Core Technologies; Windows Server Administration; Network Essentials

REGIS COLLEGE

1989 — 1991

Denver, CO; 1989 - 1991. 18 Credit hours completed. Declared major: Accounting/Business.

EMPLOYMENT HISTORY

Senior Desktop/Server Analyst - QUANTUM CORPORATION

Apr 1998 — Oct 2025

Colorado Springs

•Level 3 Technical experience.

•Intune and Autopilot Administrator deploy policy and compliance

•SSO, VPN, MDM and MFA, Slack, G Suite administration

•Endpoint and Jamf administrator

•Keeper and Last Pass Security Administrator Cyber Security investigate attacks and help prevent and train users

•Azure, Active Directory/Entra ID, and Office 365 Admin

•Create accounts, reset passwords and trouble account lockouts.

•Office 365 Administrator, create email accounts, assign licenses, troubleshooting Sharepoint, Teams issues, create Group accounts and assignments.

•Troubleshoot cloud platforms issues with clients and Microsoft Support.

•Jamf Administrator and Apple business Manager Administrator for all mas OSx clients.

•Experience in systems administration with Windows Server administration experience (Server 2008 - 2019)

•Experience in Active Directory, Azure AD and Microsoft 365 administration

•Expertise with VMware and virtualization best practices.

•Solid understanding of core infrastructure services: DNS, DHCP, DFS, IIS, Group Policy, RDS.

•Experience with Microsoft SQL database infrastructure.

•Experience with Azure cloud services

•Experience with security best-practices, patch management, and compliance standards.

•Expertise with server hardware

•Extensive experience with shared storage platforms and concepts

•Working knowledge of monitoring and endpoint management tools

•Create policies and compliance and responsible for troubleshooting Mac clients worldwide.

•Software Administrator and license negotiator on contracts.

•Server and client monthly patching.

•Crowdstrike and Defender Avast (virus protection) anti-virus control and prevention. Responsible for updating the anti-virus programs and Dat files for the company and the Management Console

•Desktop and Helpdesk Lead and responsible for training Desktop and Helpdesk employees and users.

•Lead technical projects and completed ahead of time.

•Responsible for creating company standard imaging for Windows and Mac OSx.

•Asset Management worldwide for asset inventory control and saving company money.

•Troubleshoot problems that occur for the customers and Production

•Responsible for ordering, tracking and installing software for global users.

•Implement and maintain new file server and control shares and access

•Create and maintain Global Laptop images with Ghost and Image X for standards. Responsible to uploading and testing the Dell CFI images.

•Install software on servers, and user systems

•Configure and setup PCs. Responsible for desktop support for 1400 employees and remote users.

•Excellent ratio for closing Priority 1 and 2 services within the specific time.

•Responsible for interacting with customers to help resolve their technical problems.

•Configure and set up PCs, printers, scanners, label makers and Apple devices and Laptops.

•Remote into systems and servers worldwide to resolve issues

•Configuring, setting up and monitoring the Terminal Server with Citrix software for the training room, 6 Offsite companies, resource room, remote dial in and spare office computers.

•On call 24 hours 7 days a week.

•Exceptionable customer service ratings.

•Administrator of bitlocker, Winmagic, Wave and Dell encryption on laptops.

•Work with Cloud and Box applications.

•Deployment and rollout of Office 365.Window10, Windows 11

•Yammer and Teams administrators prepare rollout and training materials

•Responsible for the termination process of employees, with Active Directory, Exchange and Office 365.

•GPO administrator for worldwide environment

•Granted proper approvals for file share access and access to termed employees’ mailbox.

•Microsoft License administrator and responsible for rolling out of Windows 10/11 and new software.

•Knowledge of Spirtest and Jira for projects

Google Workspace and Microsoft Domain and Email Administrator -SAPPER CONSULTING

Apr 2021 — Sep 2025

ST Louis

•Purchasing and Setting up new domains.

•Creating a new user account and confirming there are no conflicts with previously used email addresses email aliases

•Suspending or deleting inactive accounts once their data is fully archived and verified

•Verifying that all mail routing, permissions, and access continue working correctly after the cleanup.

•Moving clients from Google workspace to Microsoft.

•Administrator Google Workspace, Microsoft and Godaddy. Slack, G Suite, SSO, VPN

HelpDesk Support Remote Support - TECH SOLUTIONS IT

Jan 2023 — Feb 2025

North Andover

•Exceptional Customer service

•Troubleshoot problems that occur for the customers and businesses.

•Create and maintain user and email accounts on Azure and Microsoft Cloud, O365.

•Configure and setup PCs

•Responsible for the Help Desk Hot Line and assigning service requests.

•Remote into user system and troubleshooting issues.

•Responsible for working with vendors Comcast, Microsoft and etc to resolve outage for business.

•Avast (virus protection), Slack, G Suite, SSO, VPN

Phone HelpDesk - TECH SOLUTIONS

Jan 2015 — Apr 2020

North Andover

•Calling users back and remoting into their systems and resolving their issues. Level 2 and 3 issues.

•Troubleshoot network, router, special software,

•office 365 migration and Windows 10 migration.

•Creating user AD accounts and resetting accounts.

•Troubleshooting cloud issues including SharePoint, Teams, Office and OneDrive.

•Exceptional Customer service

Response Center Analyst /Administration - QUANTUM CORPORATION

Oct 1996 — Apr 1998

Colorado Springs, CO

•Installing software and hardware in PC network and printers.

•Troubleshoot problems that occur for the customers and Production.

•Create and maintain accounts on NT Servers.

•Create Network VMS, Google and exchange accounts and coordinate alias

•Configure and set up PCs Responsible for the Help Desk Hot Line and assigning service requests.

•Resolve 40% of service requests over the phone for the end user.

• Responsible for desktop support for 1400 employees and remote users.

• Responsible for tracking and providing feedback and reports to the IT Manager on the service requests.

• Scheduling and operating the video conference meetings

•Responsible for the monthly metrics and monthly Help Desk reports.

•Maintain file system and PC software licensing

•Provide primary interface with Vendors.

•Tracking the IT Department training and Scheduling employees training.

CERTIFICATIONS & LICENSES

Diploma in Cyber Security

System Administration by Microsoft Certification

Cybersecurity by Microsoft Certification

Cloud Security Certification

Cybersecurity Professional Certification

SPLUNK Certification

QUALIFICATION

BS Degree: COMPUTER SCIENCE

Diploma in Cyber Security

Intune/Autopilot Administrator

Jamf Administrator

Keeper/LastPass Administrator

Azure Active Directory/Entra ID

Office 365 Administrator

Windows Servers Administrator

Create and maintain accounts and shares on servers

SSO, MFA VPN and MDM

Mac OSx and Apple Business Manager

Google Workspace, Godaddy.G Suite

Diploma in Cyber Security

Cloud, Sharepoint, Onedrive and Teams Software

Cybersecurity Professional Certification

Cloud Platforms

Create and Maintain AD and email address

Setup and configure computer systems

Avast, Crowdstrike, McAfee Administrator

Client & Server Monthly patching

Resolve medium-complex problem

AA Degree: COMPUTER SCIENCE

Microsoft Office 365

Apple software

Cloud Security Certification

Cisco Network Associates Certification

Server Management

Windows 11

ITGlue, SpirTest, JumpCloud

Networks and Wireless

Asset Management

Cybersecurity by Microsoft

Endpoint Administration

Software Administrator

Box, Teams and Onedrive

Adobe Acrobat and CS Web

Installing hardware and software

Project Management

ImageX, WSUS, Clonezilla and Ghost software

Database and SQL maintenance

VM Ware Horizon Mirage

Window Server (2008 – 2019)

Teams, SharePoint, OneDrive

Certified in Windows 10

Drive and Disk Imaging

Project Planning and Completing

Splunk

Security check in 1996

Vendor Contractor Negotiator

Completed Negotiation Skills Class

Completed Conflict Resolution Class

Certified in Windows XP and 2000

Certified in Network Essentials

Customer service ( Human Relations )

Accounts receivable and payable

In Process of Security+ Certification

Train new employees on computer systems

Completed Conflict Resolution Class

Professional Communication

Inventory control

Office procedures and Filing

Asset Management

Analyze data

Detail oriented

Exceptionable Customer Service

Work well under pressure

Learn quickly new tasks

Open minded

Self-motivated

Reliable

Team player

Trustworthy

Dependable

Exceptional customer service

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