Desktop Support Technician with 15+ Years Experience

Joel Cardoza

*******@*****.*** 408-***-**** San Jose, CA

SUMMARY

Seasoned Desktop Support Technician with over 15 years of experience in IT support across multiple industries. Skilled in Active Directory, hardware and software troubleshooting, and SCCM imaging, with a strong track record of adhering to SLAs. Seeking a Desktop Support Technician role.

WORK EXPERIENCE

Seagate Technology Fremont, CA

Desktop Support Engineer July 2024-Sept 2025

•Diagnosed and resolved software and hardware issues, minimizing downtime for users.

•Imaged computers via SCCM for deployment of new and refreshed systems.

•Collaborated with third-party vendors to facilitate hardware repairs.

• Assisted user at IT Tech Bar, and managed computer inventory via Service Now and Fresh Works.

•Installed applications such as Office 365, Authenticator and One Drive.

•Mapped network drives, and connected user’s systems to network printers.

•Insured computer systems were compliant with company standards and had the latest security updates.

•Coordinated with external vendors to establish optimal system requirements.

•Assisted users with Apple iPhone and Samsung phone configuration.

•Created UPS shipping invoices via SAP for shipment computer systems to remote users.

Cepheid Inc Fremont, CA, CA

Desktop Support Technician Dec 2023 - Mar 2024

•Diagnosed and resolved a broad range of software and hardware issues, effectively minimizing downtime for users.

•Managed user accounts, groups, and permissions in Active Directory, and maintained compliance with Service Level Agreements through efficient ticketing system management.

•Executed data backup and retrieval procedures to safeguard data integrity and security; collaborated with third-party vendors to facilitate hardware repairs and software support.

•Supported company infrastructure by maintaining hardware and software inventory, performing system upgrades, and onboarding new users, which included initial training on company systems.

Fuji-Dimatix Santa Clara, CA

Desktop Support Technician Nov 2022 - July 2023

•Provided comprehensive desktop support, resolving network connectivity issues and performing data backup and restoration to ensure business continuity.

•Maintained IT asset inventory monthly, utilizing Service Now to document and track computer systems and hardware effectively.

•Executed software installations, including Office 365, and prepared computer systems for deployment by imaging through SCCM, maintaining operational efficiency in a Clean Room lab setting.

Lan Service Group San Ramon, CA

Senior Desktop Support Dec 2021 - Feb 2022

•Configured and maintained a variety of devices including printers, scanners, and computers, ensuring optimal functionality within a networked environment.

•Utilized Active Directory to organize network objects and provided remote support using tools such as TeamViewer and RDP, enhancing system reliability and user productivity.

•Diagnosed and resolved complex connectivity issues for VPN and conferencing applications, while also supporting the integration of specialized equipment and software installations.

Alameda County Water District Fremont, CA

IT Support Specialist Aug 2018 - Nov 2021

•Managed system migrations by imaging devices using SCCM, ensuring seamless transition to Office 365 and OneDrive for organizational hardware, including hard drive and video card replacements, and executed data backup and restoration procedures efficiency.

•Conducted maintenance and upgrades of computers.

USGS-United States Geological Survey Menlo Park, CA

Tech Support Specialist Aug 2017 - Jul 2018

•Delivered comprehensive technical support for software and hardware issues on multiple operating systems, successfully diagnosing and resolving connectivity problems, including VPN challenges.

•Administered user account management and maintained system integrity through diligent Active Directory administration and adherence to stringent Service Level Agreements.

•Executed system upgrades and hardware enhancements, ensuring optimal performance and security by deploying encryption software and migrating operating systems.

Gilead Sciences Foster City, CA

IT Support Specialist Sep 2014 - Jun 2017

•Delivered comprehensive IT support to both on-site and remote personnel, effectively resolving a broad range of software and hardware issues to maintain operational efficiency.

•Facilitated the successful deployment of anti-virus software and system patches, while overseeing the physical inventory reconciliation of laboratory computers with the inventory management system.

•Coordinated with external vendors to establish optimal system requirements and execute configuration and upgrades, in addition to managing network devices and user accounts within Active Directory to uphold system security and organization.

Prior Experience

USDA Federal Government, San Francisco, CA, IT Support Specialist, 12/2009-6/2014

NEC Corporation of America, Santa Clara, CA, IT Support Specialist 7/2006 – 11/2009

Adobe, Inc., San Jose, CA, IT Support Specialist 1/2005 – 5/2006

EDUCATION

MT View -Los Altos Mt. View, Ca

LANOP Technical School San Jose, Ca

CERTIFICATIONS

MCP MCSE ITIL A+

SKILLS

Active Directory

Windows 11, 10, 7, XP, 2000.

Teams, Webex, and Zoom.

Network Printers/Copiers/Scanners configurations.

Office 365.

VPN, TCP/IP, DHCP, DNS, PPTP.

Asset tracking.

Service Now, Remedy, Fresh Works, Track-It, and Spirit.

Contact this candidate