Ameer Reese
Upland,CA
Summary
Detail-oriented IT Support Specialist with expertise in troubleshooting Windows 10/11 and Microsoft 365. Managed IT assets and resolved incidents within SLA, ensuring high customer satisfaction while enhancing operational efficiency through effective desktop deployment and support.
Overview
1
1
Certification
3
3
years of professional experience
Work History
IT Intern
Jada Systems Inc
San Bernardino, California
05.2026 - Current
- Supported network administration tasks including configuration and monitoring.
- Assisted in maintaining IT infrastructure and troubleshooting hardware issues.
- Resolved technical inquiries and issues as part of user support.
- Resolved customer service issues related to IT systems in a timely manner.
Public Service Employee
Department of Public Health
San Bernardino, CA
02.2025 - 03.2026
- Provide Tier 1 and Tier 2 technical support for 50+ employees across multiple departments.
- Diagnosed and resolved Windows, Microsoft 365, printer, networking, hardware, and software issues, achieving high customer satisfaction.
- Install, configure, deploy, and maintain desktops, laptops, monitors, docking stations, printers, and mobile devices.
- Support Microsoft Intune device management and endpoint configuration.
- Troubleshoot VPN and Remote Desktop connectivity for remote users.
- Identified and implemented workflow improvements to reduce downtime and enhance IT support efficiency.
- Managed IT asset lifecycle using Apptricity, ensuring accurate inventory and warranty tracking for effective resource utilization.
- Escalate advanced technical issues while documenting resolutions for future knowledge sharing.
INTERN
Department of Public Health
San Bernardino, USA
12.2023 - 12.2024
- Imaged, deployed, and configured Windows workstations for new hires and hardware refresh projects.
- Assisted with Active Directory user account management including password resets and account support.
- Configured Microsoft 365 applications, printers, peripherals, and workstation hardware.
- Troubleshot Windows operating systems, application issues, and network connectivity.
- Supported VPN and Remote Desktop access for remote employees.
- Developed user documentation and delivered technical training, enhancing end-user productivity.
- Resolved high-volume help desk tickets, ensuring compliance with departmental SLA expectations.
- Partnered with senior technicians on enterprise IT deployments and support initiatives, contributing to project success.
Education
Bachelor of Science - INFORMATION SYSTEMS AND TECHNOLOGY
California State University, San Bernardino
CA07-2023
Skills
Technical skills in Microsoft 365
Windows 10 and 11
- Active Directory management
- Intune administration
- Desktop and endpoint support
- Help desk ticketing and incident resolution
- System imaging and laptop deployment
- Mobile device support and hardware installation
Device refresh strategies
- Networking fundamentals
- TCP/IP, DNS, and DHCP configurations
- VPN setup and remote desktop (RDP) access
- Printer troubleshooting techniques
- IT operations management
- Outlook and Teams proficiency
Certification
- AccessData Certified Examiner, 05/01/23
- Cyber Security Certificate, 05/01/23
- CompTIA A+, In Progress
Additional Information
Supported 50+ end users across multiple departments., Handled daily ticket resolution for hardware and software issues., Assisted with deployment and refresh of dozens of workstations.
Technical Environment
Windows 10/11, Helpdesk / Incident Tracking Systems, Active Directory, Microsoft Intune, Microsoft 365, VPN, Remote Desktop (RDP), Apptricity, Desktops, Laptops, Printers, Mobile Devices
Timeline
IT Intern
Jada Systems Inc
05.2026 - Current
Public Service Employee
Department of Public Health
02.2025 - 03.2026
INTERN
Department of Public Health
12.2023 - 12.2024
Bachelor of Science - INFORMATION SYSTEMS AND TECHNOLOGY
California State University, San Bernardino