SUMMARY
Hands-on experience providing desktop support for hardware, software, Windows systems, Microsoft 365, and end users in remote and onsite environments. Skilled in Active Directory, Entra ID, Intune, VPN, imaging, and networking. Strong customer service, documentation, and problem-solving skills with PowerShell and Python knowledge.
EXPERIENCE
Managed Service Provider | Help Desk Analyst II (Desktop Support Technician) | Mar 2025 – Current
- Manage IT service desk queue, resolve 30 incidents/service tickets daily while meeting SLA targets.
- Provide technical support for laptop/desktop, triage network, access points, and hardware repair issues.
- Administer M365 and Exchange, manage end user and computer accounts and permissions, backup files, MFA, domain join, VPN, BitLocker.
- Document technical procedures and perform root cause analysis for recurring user issues and implemented long-term resolutions.
Managed Mobility Services Provider | Service Desk Technician | July 2024 – Mar 2025
- Diagnosed and resolved 150+ weekly endpoint, software, and connectivity issues across enterprise devices.
- Installed, configured, and maintained inventory of Windows systems, printers, scanners, applications.
Manufacturing Company | Production Technician | Aug 2017 – July 2023
- Supported workstations, printers, and peripheral systems through maintenance and troubleshooting.
- Performed preventive maintenance to minimize downtime and maintain operational continuity.
CERTIFICATION
CompTIA Network+, Security+, AZ-900 Azure Fundamentals, Course Careers Practical Help Desk Professional (PHDP)
Studied: CompTIA A+, MS-900 MS365 Fundamentals, MD-102 (in-progress)
TECHNICAL SKILLS:
PowerShell scripting, Python, Active Directory, Group Policy, DNS, DHCP, Intune, Outlook, Word, Excel, Teams, SharePoint, Salesforce, ServiceNow,
Operating Systems: Windows 7/10/11, Windows Server, Linux and MacOS exposure
Networking: SNMP, access points, Wi-Fi, ethernet, LAN/WAN, TCP/IP protocols, OSI model
Tools: Azure, Hyper-V, Virtual Machine (VM), Citrix, Parallels, Ninja RMM, RDP, Zabbix
CORE COMPETENCIES:
Strong knowledge of software programs, computer programming, troubleshooting and problem solving, collect data, establish facts, verbal communication skills, math skills, excellent customer service, time management and multitasking, analytical, and technical documentation
EDUCATION
Bachelor of Science B.S. in Engineering Private University
PROJECTS
- Built and configured Windows Server lab using VMware virtual machines, SQL, IIS.
Platform and Technology Used: VMware Workstation, AD DS, DHCP, DNS, GPOs, file and storage services - Hands-on knowledge of an Azure Active Directory/ Microsoft Entra ID.
Platform and Technology Used: Azure virtual machine, Active Directory, PowerShell script - Utilized PowerShell commands to explore Azure and networking concepts.
Platform and Technology Used: Azure VM, Network Security Groups, Windows 10, Linux
