Jun 2022 - Present
IT Help Desk Specialist
Fastly
San Francisco, CA
● Provided technical assistance and support for incoming tickets and issues related to both computer systems, software, and support using applications via Jira Ticketing System
● Maintain daily performance of computer systems
● Onboarded users by creating their accounts using Okta, Better Cloud, and JAMF ; ran the bi-weekly onboarding for new hires
● Maintained daily performance of computer systems
● Provide technical service for local and remote Fastly employees
Jan 2022 - Jun 2022
JR IT Engineer
Saatva
Whitestone, New York (Remote)
● Managed all assets and inventory from hardware to software, VOIP phones, and desktops
●Supported various operating systems: predominantly Windows and macOS
● Maintained enterprise applications: GoogleApps,Zoom,Okta, Atlassian (Confluence/Jira), GitHub, Better Cloud
● Used FreshService as the main ticketing system to create and respond to users who had issues within daily operations
●Kept track of all of the user’s equipment’s and software that was given access using Tugboat Logic
● Assisted in opening up store locations and making sure the equipment was setup for the retail stores
● Supported users with purchasing devices and equipment that would be necessary for daily use upgrades
●Created documentation for processes that would entail day to day operations
2021 - 2022
Desktop Support
Guardant Health
Redwood City, California
● Managed all assets and inventory from hardware to software, including printers, VOIP phones, and desktops
● Supported various operating systems: predominantly Windows and macOS
● Maintained all enterprise applications: Google Apps, Zoom, Okta, Outlook
● Used software’s like Jira and Zoom to help solve tickets and provide support for both on-site and remote users
● Used applications like Asset Panda and internal applications to keep track of all devices and assign them to its specific user
● Ensured the highest levels of security were met when creating shared folders, drives and other resources containing
sensitive information
● Provided procurement to upper management for all hardware, network and software purchases as well as upgrades
● Developed training and support documentation of internal systems, user systems and processes
2020 - 2021
Co-Founder
Alpha PC Builds
Fresno, CA
● Purchased computer components from online retailers
● Put together PC part lists for customers to build custom personalized desktops used for gaming and work.
● Assembled custom built computers for customers and would set up all the updates that new devices needed
● Installed a clean version of Windows and set computers up for clients with designated software’s that the client wanted on the system. Ran graphic, audio, and software tests when completing a build to confirm the system was running smoothly.
● Troubleshot any issues that would occur with builds and would troubleshoot and change settings in the Bios
● Upgraded components on computers such as GPU’s, RAM, CPUS, Fans, and Storage to systems that needed this
● Provided in home support to those that requested help with personal computers that were running slow
● Upgraded and installed Modem and Routers in homes and offices when requested and set up the new internet settings
when needed
2020 - 2021
Help Desk Specialist
Jim Enterprises
Fresno, California
● Assisted with the installation of new hardware and software components
● Created user accounts for applications like Zoom, G-Suite, and AutoSoft Net
● Managed all of the assets that were provided for the dealership
● Provided on-site support for users and kept track of issues that were occurring
● Created documentation for future use of many of the systems that were implemented
2019 - 2020
Technical Specialist
Apple
Fresno, CA
● Supported individuals bringing in their devices into the Genius Bar for repair
● Diagnosed the issues using the internal software used at Apple and used the information that was provided to fix the issues of the device
● Reset and Restored devices that were having issues with their software and would provide advice on how to keep the issues from happening
● Troubleshot devices that would come into the store which included iPhones, iPads, Apple Watches and would help assist with some of the MacBook software issues that would arise like
● Proficient in the knowing what settings are used for on Apple Devices
Education
2019 - 2021
California State University Fresno
B.S. Business Administration - Computer Information Systems
Fresno, California
I attended Fresno State and earned my degree in B.S. Business Administration - Computer Information Systems. I finished my coursework with a 3.4 GPA. I took classes that pertained to networking, Databases, Web Design, Marketing, Management, and Project Management. I finished in May of 2021.
Professional Skillset
Jira & Confluence
iOS, macOS, iPad OS Support
Teamwork & Collaboration
G Suite, Office 365
Windows 10/11
PC Hardware Assembly
Languages
English (native)
Spanish (proficient)
Interests
Technology
Soccer
PC Building
Football
Basketball
Weightlifting
Certifications
CompTIA (IP)
CCNA (IP)