Rudy's Resume

Rudy

Information Technology Helpdesk technician

Male

Pre-sales technical support

Live in United States

Nationality United States

Summary

Skills ThreatLocker: Application Allowlisting and Elevation Control. Perimeter81: Managing VPN users, helping users install VPN on their computers, and installing the VPN itself. Windows Active Directory: Creating, Disabling, Resetting passwords, and adding users to distribution lists. Printers: Adding a printer to the print server, finding the right driver for the printer, and adding it via IP or by the print server. Adobe Admin Center: Purchase and assign Adobe Acrobat licenses. macOS and Windows Troubleshooting: Corrupted files, slow performance, and network connectivity issues. BeyondTrust and NinjaOne: Remoting via NinjaOne and BeyondTrust, and creating scripts on NinjaOne to deploy applications to the target computer. Shoretel and Microsoft Teams Phone Admin Center: Create and manage users & create hunt groups/ routing paths. Deploying New Computers: Imaging computers via bootable USB or Network Boot. Certificates ITIL® Foundation: ITIL 4, CompTIA Security +, CompTIA Network + and CompTIA A+.

Work experience

Information Technology Helpdesk Technician
Definitive Networks Inc, Pleasanton (Full-time)
2024.02-Current
(2 years)
Give IT Support to non-profits, firefighter stations, city halls, and medical clinics - Visit sites in person to troubleshoot servers, computers, and printers. Provide over-the-phone and remote desktop support as well. Use the Zendesk software to resolve tickets. Set up computers to give out to clients in need of replacement. Part of the Cybersecurity team. Experience with SentinelOne and ThreatLocker - Use Windows Active Directory heavily to create users and troubleshoot. 100% Windows Environment and experience in setting up Android and iOS phones by adding them to MDM.
Information Technology Helpdesk Technician
Cisco, San Jose (Full time)
2023.08-2024.01
(6 months)
Providing walk-in support and asset management to Cisco employees at the San Jose campus. Provide remote and in-person support to users via Webex, IP Phone, and email. 50/50 Windows and Mac environment. Monitoring computer hardware performance and diagnosing system issues. Imagining macOS and Windows computers for new hires. Using IT Service Management tools and systems to track and route cases. Communicating with third-party repair service providers to organize computer repairs under the device warranty. In charge of asset management and shopping out computers to either the repair, surplus, or loaner laptop team.
Information Technology Support Technician
EMR CPR, Multiple Sites in the Bay Area ( Part time)
2023.05-2023.08
(4 months)
Perform disconnect and reconnect services for IT workstation equipment, including Monitors, PCs, and USB peripherals. Deploy new workstations and related IT equipment. Assist project management with any delegated additional related duties.
Information Technology Helpdesk Technician
Sequoia Capital, Menlo Park ( Internship)
2023.02-2023.04
(3 months)
Set up new macOS and Windows computers following a detailed checklist and ship to remote users. Stage laptops, monitors, and all cables for the user’s work area. Prepare end-of-life computers for recycling using secure wipe tools. Provide fast, accurate, and personalized communication to your co-workers through a variety of communication mediums, including in-person, chat, email, Zoom, and phone. Identify surface trends and process improvements by collaborating with the team.