Adrian Estrada
San Diego,CA
Summary
Enterprise IT Professional experienced in delivering technical support across healthcare, pharmaceutical, SaaS, and financial services. Achieved successful Windows 11 migration, modernized conference room technology, and enhanced IT documentation through effective endpoint management and collaboration technologies. Focused on providing exceptional executive support and maintaining high customer satisfaction.
Overview
1
1
Certification
8
8
years of professional experience
Work History
Service Delivery Technician
Catalent Pharma Solutions
San Diego, California
04.2024 - Current
- Lead Windows 11 deployments using Microsoft Intune Autopilot and SCCM, ensuring seamless device provisioning and upgrades.
- Deliver Tier II desktop support for Windows devices, Microsoft 365, Active Directory, Azure AD, networking, printers, mobile devices, and enterprise applications.
- Managed incidents and service requests through ServiceNow, consistently meeting SLA expectations and ensuring accurate documentation for streamlined operations.
- Partner with Infrastructure, Cybersecurity, Facilities, and vendors to resolve complex technical issues and support enterprise technology initiatives.
- Developed technical documentation and standardized support procedures to enhance team efficiency and improve end-user experience across multiple platforms.
- Provided executive white-glove support and maintained conference room technologies, including Microsoft Teams Rooms and AV systems, to ensure seamless meeting experiences.
Software Support Technician
ResMed
San Diego, CA
07.2023 - 11.2023
- Managed trouble ticket queues to maintain SLAs and expedite resolution of high-level issues.
- Provided direct customer support to resolve issues with various CPAP devices.
- Compiled comprehensive reports for team performance analysis using Salesforce. using Salesforce for management review.
Helpdesk Technician
Vistage
San Diego, CA
06.2021 - 06.2023
- Delivered tier I and tier II desktop support for Windows workstations, Microsoft 365, and mobile devices.
- Diagnosed and resolved hardware, software, networking, and peripheral issues while meeting service level expectations.
- Provisioned, deployed, and maintained desktops and user accounts for onboarding and lifecycle management.
- Prioritized communication and customer experience in all technical support interactions, fostering positive user engagement.
- Created technical documentation and knowledge base articles to standardize support procedures, improving team efficiency.
NOC/ Helpdesk Technician
Xifin Inc
San Diego, CA
06.2018 - 06.2021
- Administered ServiceNow ticket queues while consistently meeting SLA expectations.
- Managed Microsoft 365 accounts, Active Directory administration, password resets, and onboarding/offboarding.
- Imaged and deployed Windows and macOS devices using SCCM and enterprise deployment tools.
- Provided support for OKTA, DUO, JAMF, VPN technologies, Microsoft Teams, and Exchange to ensure seamless operations.
- Conducted new hire technology onboarding and workstation deployments.
Education
General Studies
San Diego City College
San Diego, CASkills
- Microsoft Intune and Autopilot
- SCCM and ServiceNow expertise
- Enterprise desktop support
- Windows 10/11 management
- Microsoft 365 and Azure AD
- Exchange Online administration
- Teams support
- Incident resolution
- User onboarding support
- VPN configuration and troubleshooting
- Device lifecycle management
- Endpoint management strategies
- Process improvement
- Root cause analysis
- Executive support
Certification
- Comp TIA A+ (Enrolled)
- Comp Tia Networking+ (Enrolled)
Personal Information
Title: Enterprise Technology Specialist
Timeline
Service Delivery Technician
Catalent Pharma Solutions
04.2024 - Current
Software Support Technician
ResMed
07.2023 - 11.2023
Helpdesk Technician
Vistage
06.2021 - 06.2023
NOC/ Helpdesk Technician
Xifin Inc
06.2018 - 06.2021
General Studies
San Diego City College