Senior IT Support Professional

Adam Reyes San Antonio, TX Senior IT Support / Systems Support

ADAM REYES

Senior IT Support Professional Systems & Endpoint Support San Antonio, TX 210-***-**** *********@*****.*** PROFESSIONAL SUMMARY

Senior IT Support professional with 14+ years of experience supporting enterprise users, endpoints, applications, networking, and IT infrastructure. Experienced in Level II/III support, Windows endpoint deployment and management, Active Directory, Azure AD/Entra ID, Microsoft 365, Intune, SCCM, VMware, VDI, VPN, enterprise applications, ITSM, and access administration. Strong record supporting local, remote, branch, work-from-home, and international users while troubleshooting complex hardware, software, connectivity, and access issues. Hands-on background in endpoint lifecycle management, user/device administration, network troubleshooting, and technical escalation. CORE TECHNICAL SKILLS

Endpoint & Systems: Windows 10/11, endpoint deployment, imaging, device lifecycle, hardware troubleshooting, break/fix, remote support

Microsoft & Identity: Microsoft 365, Microsoft Teams, Intune, Active Directory, Azure AD / Entra ID, Microsoft Exchange, Company Portal, MFA, Microsoft Authenticator

Infrastructure & Networking: TCP/IP, DNS, DHCP, LAN/WAN, Ethernet, VPN, wireless, Cisco routers/switches, network troubleshooting, Cat5/Cat6

Virtualization & VDI: VMware Horizon, Horizon View, Horizon 7, VMware vSphere, VMware Mirage, VDI, virtual machines Security & Access: User/account administration, access management, endpoint management, Zscaler, FortiClient VPN, MFA ITSM & Remote Tools: ServiceNow, Footprints, Serv-U, Resolve IT, LogMeIn, RDP, Windows Quick Assist, VNC, TeamViewer, Dameware

PROFESSIONAL EXPERIENCE

Support Administrator Level II WORLDWIDE CLINICAL TRIALS San Antonio, TX Sep 2024 – Jul 2026

Provided Level II enterprise technical support to local, remote, and international users across hardware, software, endpoint, networking, and business application issues.

Troubleshot Windows 10/11, Microsoft 365, Microsoft Teams, Microsoft Authenticator, Edge, Chrome, Adobe Acrobat, Citrix Workspace, Zscaler, Company Portal, and specialized business applications.

Managed, imaged, deployed, and configured Windows laptops and desktops using Microsoft Intune.

Administered Azure AD / Entra ID user and device accounts, including account creation/deletion, device ownership, and software group membership.

Administered on-premises Active Directory, including password resets, account creation, group membership, employee name changes, and contractor/partner account management.

Supported Microsoft MFA through Microsoft Authenticator, including user enrollment, device token management, and MFA resets.

Managed Microsoft Exchange mailboxes and distribution lists and performed user access changes.

Used Footprints to manage, prioritize, distribute, track, and document technical support incidents and requests.

Used Dell Command Update to maintain Dell endpoint systems and support device performance and stability.

Supported Dell desktops/laptops, Apple mobile devices, VoIP phones, printers, scanners, docking stations, monitors, cameras, wireless access points, and network equipment.

Coordinated equipment deployment, shipping, replacement, and returns for new hires and remote employees. Service Desk Technician Level II SECURITY SERVICE FEDERAL CREDIT UNION San Antonio, TX Jan 2021 – Jun 2024

Provided Level II service desk support through phone, email, Microsoft Teams, screen sharing, and remote support tools in a high-volume enterprise environment.

Installed, configured, and supported Microsoft 365, Teams, Genesys Cloud, VMware Horizon, FortiClient VPN, PuTTY, Tera Term, and other enterprise applications.

Adam Reyes San Antonio, TX Senior IT Support / Systems Support

Administered Active Directory user and computer accounts, including password resets, account unlocks, group membership, Exchange access, and network/file-share permissions.

Imaged and prepared Windows computers for deployment using SCCM and USB imaging.

Configured work-from-home environments, including VPN connectivity and required enterprise software.

Provided on-site technical support at branch locations for desktops, laptops, IP phones, printers, networking equipment, and peripherals.

Supported the organization's transition from Avaya to Genesys Cloud phone systems.

Provided VDI support using VMware Horizon.

Documented incidents and service requests using Serv-U.

Participated in after-hours and weekend on-call support. IT Support Technician — Independent Contractor HIGHWAY INFRASTRUCTURE SAFETY SERVICES San Antonio, TX Feb 2020 – Jan 2021

Provided desktop support across four offices, troubleshooting hardware, software, networking, and user issues.

Installed and configured workstations, monitors, printers, IP phones, scanners, webcams, and other endpoint equipment.

Performed desktop hardware upgrades including hard drives, RAM, and graphics cards.

Supported Microsoft 365, Adobe Acrobat, TeamViewer, QuickBooks, and other business applications.

Designed and implemented cloud-based file storage and backup infrastructure with recovery procedures.

Installed Cat5/Cat6 network cabling and data drops for workstations and IP phones.

Configured IP phones and supported office relocations and workstation deployments. Desktop Support Technician Level III / Team Lead CITIBANK San Antonio, TX Jan 2017 – Jan 2020

Provided Level III desktop support across a three-building enterprise environment.

Imaged and deployed Windows 7 and Windows 10 Enterprise desktops and laptops in a break/fix environment.

Installed and supported Avaya and Cisco IP phone systems.

Troubleshot enterprise applications through remote-support tools and on-site technical assistance.

Configured network data ports and patched Cat5 connections through Cisco Catalyst switching infrastructure.

Assisted with installation, removal, and decommissioning of servers, routers, switches, and other network equipment.

Managed technical incidents through ServiceNow and Resolve IT.

Provided VDI support using VMware Horizon View and Horizon 7.

Served as a technical resource and team lead for desktop support operations. Remote Support Specialist — Contractor USAA

San Antonio, TX May 2016 – Jan 2017

Provided remote technical support to work-from-home employees for hardware, software, networking, VPN, and virtual desktop issues.

Supported Cisco routers, Avaya and Cisco VoIP phones, modems, laptops, thin clients, and dual-monitor configurations.

Troubleshot Citrix, VMware, Microsoft Office, WebEx, VPN, and other enterprise applications.

Used VMware vSphere to assign and troubleshoot virtual machines.

Configured Cisco 881 routers and performed network troubleshooting.

Coordinated with multiple ISPs to resolve connectivity, modem, and service issues.

Documented troubleshooting steps and resolutions using USAA Service Manager. IT Field Technician IBC BANCSHARES INC.

San Antonio, TX Dec 2012 – May 2016

Provided technical support for branch offices covering hardware, software, networking, applications, and connectivity.

Deployed replacement workstations, printers, switches, and routers throughout Texas and Oklahoma.

Provided remote desktop support using Dameware.

Administered VMware Mirage for workstation imaging and Microsoft security-patch deployment.

Performed Active Directory user account administration and TCP/IP troubleshooting. U-Verse Technical Support / Tier 2 Technical Team Lead 2WIRE/PACE San Antonio, TX Aug 2011 – May 2012

Adam Reyes San Antonio, TX Senior IT Support / Systems Support

Provided Tier 2 technical support for broadband, LAN, wireless, router, VoIP, and connectivity issues.

Troubleshot IP configuration and DNS issues across customer networks.

Promoted to technical advisor/team lead supporting escalated Tier 1 and Tier 2 issues. EDUCATION

Associate’s Degree, Network Administration — Career Point College, San Antonio, TX 2012–2014 High School Diploma — East Central High School, San Antonio, TX 1998–2002

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