Angel Palma

In a multi-vendor environment at Montana State University, collaborating primarily with Cisco and Aruba devices, I have gained extensive experience in troubleshooting and problem-solving basic network issues. This role has exposed me to a diverse range of technical challenges and solutions.

• Maintained a thorough understanding of local area and wide area networking and components.
• Identified and swiftly resolved issues with wireless devices.
• Collaborated with fellow IT team members to develop comprehensive strategies for network upgrades and expansions.
• Ensured optimal performance of data center systems through careful maintenance and upgrades.
• Troubleshot and maintained networking devices and infrastructures across campus.
• Configured and installed wireless controllers, routers and switches.
• Created support documentation that enabled other IT departments to extend skills, leverage system features and find resolutions to questions without intervention from the networking/wireless team.
• Monitored network alerts using SolarWinds to ensure timely detection and response to potential issues.

Assisted staff with technical issues and miscellaneous networking problems within the club. Maintained confidentiality of our members, while upholding functionality in member-facing services.

• Tested new product offerings prior to making them company-wide standard hardware.
• Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems and respond to questions.
• Maintained a comprehensive knowledge of current industry trends, developments, tools and techniques relevant to the role of an IT specialist.
• Provided tier l, tier ll, and occasionally tier lll IT support to assist non-technical personnel within the business with the latest versions of Windows OS and MacOS in person or via RDP.
• Provided back-end support using Office365 admin center and Azure/Entra.
• Modified, repaired and resolved technical issues within malfunctioning hardware.
• Was responsible for account creation and user modifications in Active Directory.
• Assisted Networking technicians with various arrangements of tasks including but not limited to cable mapping, server rack cleanups, and switch configurations.
• Programmed basic scripts for miscellaneous application issues using PowerShell, Batch and Python.
• Supported and troubleshot Apple mobile devices using Apple Business Manager and Microsoft Intune MDMs.
• Set up hardware, including employee workstations and Points-of-Sales for shops/dining areas within the club.
• Troubleshot AV systems in various restaurants/clubhouses.
• Restructured the imaging/deployment workflow within the department.
• Assisted with the purchasing of equipment using 3rd party vendors.

Oversaw and worked alongside IT technicians in order to learn how a professional IT operation is handled, and to learn how to work effectively in a fast-paced enterprise environment.

• Provided basic-intermediate level IT support to non-technical personnel within the business within our ticketing system.
• Remoted into employees using MetaLAN to solve software issues.
• Modified and repaired hardware and resolved technical malfunctions.
• Installed corresponding software by department to any personnel that required it using SCCM.
• Understood Active Directory at an intermediate level in order to create and modify Users/Groups, and assigned Users to their corresponding Groups
• Assisted Tier ll technicians with various arrangements of tier-specific tasks.
• Provided end-user troubleshooting and desktop support on Windows OS.
• Resolved issues in a clear, courteous and straightforward manner.
• Programmed management tools to automate driver package installation and inventory management using Python, PowerShell, and Batch.
• Managed deployments on Cisco phones, and Voicemail configurations.

Oversaw mail directed towards the IT department containing workstations and accessories. Deployed a multitude of workstations to departments within city domain.

• Imaged specialized versions of Windows 10 and 11 OS.
• Deployed, managed and installed end-devices for all government buildings within city limits.
• Resolved tickets under our department corresponding to deployments and hardware installations.
• Oversaw specific mail directed to the IT department.
• Programmed, personalized and installed Cisco Phones.

Boots on ground call center representative with the task of evaluating customer issues with their ISP connection and solving, documenting, and escalating them appropriately.

• Provided after-hours support as needed to accommodate customers in various time zones.
• Streamlined support processes for increased efficiency and improved response times.
• Trained new support representatives, ensuring a consistent level of service quality across the team.
• Managed escalated customer complaints, working closely with management to achieve satisfactory resolutions.
• Reduced overall average handle time by identifying underlying root causes behind common user inquiries.
• Collaborated with cross-functional teams to identify and resolve recurring product issues.