Alicia Quintanilla

Houston,United States

Summary

Detail-oriented IT Support Specialist with 4+ years of experience delivering high-quality technical support in fast-paced environments. Skilled in endpoint administration, Intune MDM, Microsoft 365 management, and ticket-based troubleshooting. Known for resolving issues quickly, improving system reliability, and supporting users across multiple departments. Seeking roles in IT Support, Desktop Support, Service Desk, or Junior System Administration.

Overview

years of professional experience

Certification

Work History

IT Support Desk Technician

Goodwill Industries of Houston

Houston

10.2019 - Current

Resolved 100+ weekly tickets using ManageEngine, Intune, and remote tools, achieving a 95% SLA resolution rate.
Configured and managed mobile & endpoint devices through Intune, improving device compliance and reducing setup time.
Administered user accounts, MFA, licenses, and permissions in the Microsoft 365 Admin Center, reducing onboarding delays by streamlining account setup.
Used N-able to monitor device health, apply patches, and ensure endpoint security, reducing recurring issues.
Conducted remote troubleshooting that resulted in a 20% reduction in on-site visits through accurate diagnosis and ticket ownership.
Supported organization-wide software rollouts and upgrades, contributing to a 15% improvement in system efficiency.
Conducted remote troubleshooting through diagnostic techniques and pertinent questions, resulting in a 20% reduction in on-site visits.
Supported IT improvement initiatives across multiple departments, resulting in a 15% increase in overall system efficiency.
Collaborated with cross-functional teams to resolve escalated technical issues, elevating overall service satisfaction.

Support Clerk

Acara Solutions

Houston

04.2019 - 10.2019

Managed and justified expenses per company policy, resulting in a 10% reduction in overall expenditure.
Achieved a 98% accuracy rate in performing basic office tasks, including data entry, answering phones, taking messages, sorting mail, maintaining and updating filing, operating office machines, and arranging equipment maintenance and repairs.
Successfully planned and prepared for office events, such as meetings, conferences, and promotional activities, resulting in a 20% increase in attendee engagement.

Education

High School Diploma -

Penn Foster High School

Scranton

05.2019

Skills

Endpoint & Device Management: Intune, ManageEngine, N-able
Administration: Microsoft 365 Admin Center, AD User Management
Troubleshooting: Windows 10/11, Outlook, Teams, OneDrive, VPN, printers
Ticketing Systems: ManageEngine Service Desk (and similar)

Remote Support: Quick Assist, RDP, TeamViewer-style tools
Networking: DNS, DHCP, Wi-Fi, VPN basics
Other: Hardware deployment, MFA support

Certification

IBM Hardware & Operating Systems Certificate, 2025
Google IT Support Professional Certificate, 2020

Languages

English - Native speaker

Hobbies

Personal Investing, Hiking, Reading, Sudoku, Travel

Timeline