IT Support & Cybersecurity Analyst Resume
Resume:
JEFFREY GONZALEZ
IT TECHNICIAN AND CYBERSECURITY
ANALYST
OBJECTIVE
Motivated IT professional seeking a Service Desk
Analyst or IT Support role within an enterprise
environment, where strong troubleshooting, user
support, and identity management skills can be applied while continuing to develop automation and DevOps
fundamentals. Motivated to grow within a structured organization that values continuous learning,
collaboration, and modern infrastructure practices. PROFESSIONAL SUMMARY
Service Desk Analyst with 6+ years of experience
supporting enterprise users in remote and onsite
environments. Strong background in Tier 1–2
support, Active Directory, Microsoft 365, endpoint management, and ITSM workflows. Known for fast
issue resolution, clear documentation, and
collaboration with infrastructure and security teams. Currently expanding skills in DevOps fundamentals, automation, and scripting.
EXPERIENCE
CONTACT INFO
Jeffrey Gonzalez LinkedIn
*******************@*******.***
Baltimore MD 21207
HELP DESK ANALYST - Republic Services
Jun 2025 — Dec 2025
Provide remote Tier 1–2 support for Republic Services employees nationwide, resolving hardware, software, and account issues via phone, email, tickets, and remote tools. Manage incidents and requests using ServiceNow, Jira, Ivanti, SolarWinds, and Autotask. Perform IAM tasks in Active Directory, Azure AD, and Microsoft 365, including provisioning, password resets, MFA/Duo support, and permissions updates.
Troubleshoot Windows, macOS, mobile devices, VPN, Outlook, Teams, OneDrive, and enterprise SaaS apps.
Use Beyond Trust and Quick Assist for remote diagnostics. Document resolutions to improve knowledge base accuracy and reduce ticket times. Collaborate with L2/L3, Networking, and Cybersecurity teams following ITIL workflows. ONSITE SUPPORT ENGINEER II - AMS Cardiology
Oct 2024 — Jun 2025
Provide multi-channel technical support (phone, email, RDP, on-site) while managing Active Directory, Azure, Microsoft 365, endpoint security, printers, conference room tech, VoIP systems, hardware/software deployments, and virtualized environments (VMware/Hyper-V) to ensure secure, efficient IT operations across the organization. Supported healthcare staff across EMR, Citrix, Microsoft 365, and clinical systems. Develop automation with PowerShell, engineer monitoring solutions, maintain ticketing/helpdesk workflows, and collaborate with cross-functional teams to streamline onboarding/offboarding, optimize system performance, improve documentation, and enhance overall service delivery. ONSITE IT TECHNICIAN II - The Boston Beer Co
Apr 2024 — Oct 2024
Provided enterprise IT support for corporate users, improving system reliability and user satisfaction.
Managed server environments, endpoint deployments, and software updates using SCCM and Intune. Maintained network equipment and ensured secure, stable connectivity. Streamlined user onboarding processes with standardized. Hardware setups and automated account provisioning. Partnered with IT security teams to enforce authentication and security protocols. HELP DESK SUPPORT/DEPLOYMENT TECHNICIAN - Lehigh Valley Health Network Dec 2022 – Apr 2024
Supported healthcare staff across Epic, Citrix, Microsoft 365, and clinical systems. Managed PC imaging, deployment lifecycles, asset tracking, and QA validation. Coordinated onboarding sessions and created standardized technical documentation. Collaborated with Level 2/3 teams to maintain compliance with healthcare security standards. LEVEL 2 BILINGUAL HELP DESK SUPPORT - Computer Aid Inc. Jul 2020 – Feb 2023
Resolved hardware, software, and network issues via phone, email, and chat. Managed Active Directory user accounts, Citrix applications, and enterprise access issues. Documented solutions in ServiceNow, contributing to a centralized knowledge base. Developed PowerShell scripts to automate maintenance tasks and improve efficiency. EDUCATION
B.S. INFORMATION SYSTEMS AND CYBER
SECURITY
Columbia Southern University
Online Technical Skills Training
Python • HTML • CSS • SQL
CERTIFICATIONS AND LICENSES
• COMPTIA A+
• IT SUPPORT PROFESSIONAL
Google + Microsoft
• CYBERSECURITY
PROFESSIONAL Google
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