I am a desktop support and IT support professional with more than 20 years of experience helping organizations maintain reliable technology operations. My background includes troubleshooting hardware and software issues, supporting enterprise systems, and assisting end users in large-scale environments.
I have worked extensively with Windows, macOS, Microsoft 365, Active Directory, SCCM, Intune, networking technologies, mobile devices, and ticketing systems. I am comfortable resolving technical issues, supporting deployments, and providing clear guidance to users and teams.
Throughout my career, I have contributed to service delivery by coordinating technical support, documenting solutions, and improving the user experience. I have also supported network, voice, and data services across multiple locations while collaborating with vendors and stakeholders.
My experience includes senior-level technical leadership, Tier 3 escalation support, and hands-on infrastructure and workstation maintenance. I have installed, configured, and maintained systems while ensuring operational performance and availability.
I am also experienced in user training and technical documentation, including knowledge base articles and support materials. I value effective communication and customer service, and I have consistently delivered support with a strong focus on end-user satisfaction.
I am bilingual in English and Spanish, which helps me support diverse teams and users. My goal is to continue contributing my technical expertise, problem-solving ability, and service-oriented approach in an IT support or desktop support role.
Provide technical leadership and support for enterprise technology services; coordinate resolution of technical issues affecting staff and end users; support network, voice, and data services across multiple locations; collaborate with technical teams, vendors, and stakeholders; create technical documentation and user support materials; deliver user training and technical assistance.
Installed, configured, and maintained network infrastructure and workstation environments; diagnosed and resolved hardware, software, and connectivity issues; provided Tier 3 technical support and escalation assistance; supported DNS, DHCP, server services, and enterprise systems; assisted users with troubleshooting and technical support requests; maintained system availability and operational performance.
Provided desktop, network, and mobile device support; supported Windows, macOS, iOS, and Android devices; managed Active Directory user accounts, permissions, and groups; troubleshot VPN, DNS, DHCP, TCP/IP, and network connectivity issues; installed, configured, and upgraded hardware and software; created technical documentation and knowledge base articles; delivered executive-level technical support with high customer satisfaction.
Bachelor of Science in Information Technology
Miami, Florida
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