Deskside IT Support Specialist

TOMAS J. RUIZ

IT Support Specialist Deskside Support Engineer

Melbourne, FL • 321-***-**** • ********@*****.*** https://www.linkedin.com/in/tomas-ruiz-033721139/

Active Secret Security Clearance

PROFESSIONAL SUMMARY

Versatile IT Support Specialist with 5+ years of hands-on experience in field service, help desk, and desktop support across enterprise and government environments. Skilled in diagnosing and resolving hardware and software issues, provisioning accounts, and supporting users in high-tempo settings. Recognized for strong customer service, problem solving, and the ability to adapt quickly in contract and project-based assignments. U.S. Army Reservist with proven technical and leadership discipline.

KEY COMPETENCIES

Systems & Support: Windows 7/8/10 installations, desktop support, PC hardware install/upgrade, printer install/config/troubleshooting

Enterprise Tools: ServiceNow (ITSM), SCCM, Active Directory, Microsoft Office, Microsoft 365, Quick Assist, remote support

Networking: TCP/IP, network troubleshooting, router connections, network cabling, mapping share drives, remote access

Connectivity & Mobility: VPN support, VDI, mobile device management, audio/visual equipment Administration: User and group account management, provisioning, asset inventory and auditing PROFESSIONAL EXPERIENCE

Deskside Support Engineer Bell Techlogix, Inc NOV 2025 - Present

• Perform routine and advanced service, repair, and installation of computer products, and troubleshoot hardware and software issues.

• Primarily provide Tier 3 support, and provide Tier 1 and Tier 2 support as needed.

• Process timely, accurate information to ensure compliance with vendor warranty requirements using Dell Tech Support for warranty and parts orders.

• Provide technical support to customers on operational and maintenance aspects of system equipment, serving as the primary customer contact.

• Support mobile phones and set up VPN management profiles.

• Maintain and update work order tickets in the client's ServiceNow ITSM tool.

• Apply working knowledge of Active Directory and SCCM across Microsoft operating systems. Deskside Technician I Stefanini Group Jan 2024 – Mar 2025

• Provided onsite Windows, software, and hardware support in a corporate environment.

• Staged, provisioned, and deployed IT machines to end users following business best practices.

• Configured, troubleshot, and deployed mobile devices and audio/visual equipment.

• Troubleshot VPN and VDI connectivity issues.

• Provided SCCM, desktop, and Quick Assist remote support for offsite resolver groups.

• Managed IT asset inventory and asset auditing.

• Communicated technical information to non-technical audiences. Help Desk Support Coordinator II RG NEXT — Patrick Space Force Base, FL Mar 2023 – Oct 2024

• Responded as Tier 1 to user questions and inquiries via telephone and email.

• Provided technical advice for routine hardware and software problems, including desktop hardware, software, and enterprise system software.

• Escalated complex hardware, software, and network service requests to Tier 2 support.

• Provisioned new user accounts, passwords, and share drive privileges. IT Field Technician CEI — Melbourne, FLJul 2022 – Oct 2022

• Built new devices (PCs, laptops, tablets) to enterprise standards and secured all end-user devices to information security standards.

• Deployed and troubleshot computer systems, mobile devices, multimedia systems, medication carts, and core-system applications.

• Assigned incident and request tickets in ServiceNow, remoted into devices, and installed software and drivers.

EARLIER CONTRACT & MIGRATION PROJECTS

• IT Field Technician, Host Migration - Broadleaf Inc. (USAF contract), Patrick AFB, FL (Nov 2017

- Dec 2017): Installed system images, configured updates and antivirus, and migrated user accounts, email, and sensitive data.

• IT Specialist, Microsoft 365 Host Migration - Sullivan & Cogliano (Alstom contract), Melbourne, FL (Aug 2017 - Sep 2017): Created and migrated user accounts to Microsoft 365 and updated Outlook, Skype, and MDM platforms.

• IT Facilitator Level 1 Technician / Analyst - KForce (Embraer Executive Jets contract), Melbourne, FL (Mar 2016 - Mar 2017): Created help desk tickets, diagnosed hardware/software faults, and managed email via IBM Lotus Notes.

MILITARY SERVICE

• U.S. Army Reserve - Senior Information Technology Specialist (Secret Security Clearance, active since Jul 2022). Currently enlisted.

• U.S. Army (Active Duty) - May 2006 to Oct 2009; Feb 2018 to Jul 2022. EDUCATION

Associate of Science in Information Technology Keiser University, Melbourne, FL 2016

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