Auden Lasso Chavez
El Paso,TX
Summary
Experienced IT professional specializing in Azure administration and ServiceNow ticketing. Enhances operational efficiency through technical troubleshooting and incident response management. Facilitates team collaboration while delivering remote support and optimizing user experiences. Committed to continuous learning and implementing innovative solutions for common service issues.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Service Desk Analyst
CAI
09.2025 - Current
- Configured multi-factor authentication, enhancing security for user accounts
- Reset Active Directory passwords for users, ensuring access to systems
- Azure Admin
- Office 365 and Teams
- SNOW and SOW Ticketing
- Ivanti VPN
- Installed company portal software, facilitating user access to essential applications
- Log Me In Remote Control
Assembly
DCI
01.2024 - 09.2025
- Assembly of devices for factory automation.
IT Services
Lithia Inc.
06.2021 - 08.2023
- Managed customer support tickets and tracked service requests using ConnectWise.
- Administered Office 365 to ensure seamless user access and support.
- Office 365 Troubleshooting
- Azure Admin
- Cisco Anyconnect VPN
- Ricoh and HP MFP Troubleshooting
- Facilitated issue resolution and ticket management through Service Now platform.
- AD Password Resets
- CDK Password Resets and Account Creation
- FI Scanner Configuration
- Reynolds & Reynolds Installation and Configuration
- CDK Installation
Desktop Support
Lockton Companies
01.2021 - 06.2021
- Troubleshot Citrix connectivity issues to ensure seamless remote access for users.
- Outlook Troubleshooting.
- IGEL OS and terminal troubleshooting.
- Managed AD password resets, unlocks, and account creation to maintain user access and security.
- Avaya phone ext, account and voicemail setups.
- Configured Airlock system settings to enhance security protocols and protect sensitive data.
- Sysaid Ticket Creation
Desktop Support
Uplight
11.2019 - 01.2021
- Software Installation and Configuration (OS X and Windows 10)
- Troubleshoot Software and Hardware issues (Apple and Lenovo products)
- Managed incidents, ensuring timely resolution of technical issues for end users.
- Ordered and organized device peripherals and accessories, and managed cable organization for all meeting room devices.
- Configured Mac OS systems to meet user requirements and optimize performance.
- Google Suite Group and Account Management
- JumpCloud Account Management
- AWS Account Management
- 1Password Account Management
- Slack Account Management
- Office 365 Account Management
- Adobe Cloud Account Management
Desktop Support
Banner Health
04.2019 - 10.2019
- Re-Image replacement computers with Windows 10, usually 4 to 8 at a time.
- Prepared replacement computers for deployment by loading USMT from previous machines, installing additional software, configuring printers, and verifying Active Directory settings.
- Take computers for deployment, check with users to ensure no software, printers and/or files are missing.
- Check for any incompatible software with Windows 10.
- Check with head of department whether the incompatible software is being used.
- Tracked and documented each computer's asset details, including serial numbers and hard drive serial numbers for both replacement and replaced devices.
- Assign Asset numbers to new devices that have not yet been documented, document which devices are being re-imaged and which ones are being disposed of.
- Locate Windows 7 computers available for upgrade.
- Organized and secured cables to prevent tangling, ensuring a safe and efficient workspace.
- Provide end user contact information in case they need any further assistance.
Customer Engagement Specialist
Constant Contact
07.2018 - 04.2019
- Delivered excellent customer support, addressing inquiries and resolving issues effectively.
- Educated customers on using Email Marketing Editor, enhancing their engagement and campaign success.
- Troubleshoot Email Marketing Tools.
- Make Product Recommendations.
- Track Tool Defects and Feature Requests.
- Managed customer inquiries via phone, ensuring timely responses and satisfaction.
Systems Consultant
Nutrien
10.2016 - 04.2018
- Troubleshoot Remote Connectivity Including: AnyConnect VPN, Citrix and RSA Tokens.
- Resolved network connectivity issues to maintain system access and user productivity.
- Configuring/troubleshooting Outlook and other Office applications.
- Mobile iOS/Android email configuration and basic app support.
- Escalated critical issues to tier 2 and 3 teams.
- Followed up with clients on self-service ticket submissions, ensuring timely resolution and closure of all open tickets.
- Troubleshoot and configure Xerox and/or Ricoh MPF Printers.
- Tracked and processed company cell phone orders, ensuring timely fulfillment and accurate inventory management..
- Replace, Activate and order new Company cell phones, track phone numbers, serial numbers of devices and who they are being assigned to. Also track any devices that are being disposed of.
Comcast Tech Support
Startek
11.2014 - 10.2016
- Troubleshot internet service, computers, cell phones, tablets, smart TVs, routers, modems to resolve technical issues.
- Troubleshoot Cable TV boxes, TVs, HD and coax connectors.
- Troubleshoot cameras, touchscreens, keypads and door/window sensors for home security service.
- Work with different OS platforms Windows, Mac, IOS, Android.
- Work with most common browsers IE, Firefox and Chrome.
- Ensured customer satisfaction by addressing concerns and providing tailored solutions, exceeding customer expectations with personalized support.
NOC
HP
05.2014 - 10.2014
- Monitored server performance and availability to ensure optimal operation.
- Acknowledged alerts to ensure timely response to issues.
- Followed up with resolver group hourly to expedite issue clearance.
- Identify the issue and the group it belongs to.
- Escalate to ProdOps or DevOps accordingly.
- Created ticket in OTRS prior to escalation to facilitate issue resolution.
- Check KB for document regarding issue and resolution process to be followed.
- Run hard drive cleanups in Linux and Windows hosts.
- Restart hogging processes.
- Send production notice about the services that are down.
- Followed up with Emergency Chat to address urgent issues.
Customer Service Rep
Enterprise
05.2014 - 08.2014
- Booked auto rental reservations for customers.
- Modified reservations based on customer requests.
- Email confirmation to customer.
- Handled customer calls to resolve inquiries promptly.
NPS Helpdesk
IBM
08.2012 - 04.2014
- Managed multiple accounts for IBM, including Fluor, BestBuy, Navistar, Nstar, Dow, and Munichre, ensuring effective support and service delivery.
- Resolved password issues for AD, SAP, Oracle, and Novell applications, enhancing user access and security.
- Troubleshot network and internet connectivity issues, restoring service and minimizing downtime for users.
- Provided VPN support for remote users utilizing RCM, RSA, and Cisco AnyConnect, ensuring secure access to company resources.
- Email issues in Outlook, OWA and Lotus Notes.
- Software IE, Firefox, Windows XP, Vista and 7.
- Hardware NIC, Cables, Ports.
- Citrix client and metaframe.
- Limited Blackberry, IPhone, IPAD and Android support.
- Ticketing systems: Impact, Service Now, Maximo and TDS(Tivoli).
ITS Service Desk
USDA/OCIO
07.2011 - 05.2012
- Answered inbound calls to resolve log in issues, enhancing user access.
- Perform password resets & unlock accounts.
- Troubleshoot IE browser compatibility issues.
- Documented customer interactions in remedy system for tracking and follow-up. in remedy and provide number to customer or employee.
Helpdesk POOL 1
IBM
02.2010 - 07.2011
- Troubleshot point of sales systems to resolve technical issues and minimize downtime.
- Re-image Point Of Sales Systems and back office servers.
- Troubleshoot proprietary applications.
- Troubleshoot Citrix Metaframe and Applications.
- Troubleshoot AnyConnect VPN.
- Troubleshoot Thinkvantage VPN.
- Identified and resolved minor connectivity issues to ensure smooth network operations.
- Basic MS Office troubleshooting and tutoring.
- Perform Password Reset/Account Unlocks in AD.
- Handled high urgency tickets by coordinating with resolving parties to expedite solutions and recorded IVR messages for anticipated high call volumes.
Tech Support Tier 2
Webroot
07.2009 - 11.2009
- Took calls to troubleshoot anti-virus software, ensuring system resources were available for proper installation and functionality.
- The Remote Assist service: for conflicting software, like other Anti-Virus software, check for virus infections, reinstall the Webroot software if damaged, and collect logs.
- Collected logs from infected computers; escalated unresolved virus issues to the next level of support.
- Sold remote services to customers, utilizing GoToAssist software for direct support.
- Managed Spanish callbacks by reviewing a dedicated mailbox for customer information submitted by agents.
- Document troubleshooting in RNT ticketing system.
JNJ DSM Helpdesk
IBM
03.2008 - 07.2009
- Handled calls to troubleshoot VPN connectivity, ensuring end users had necessary permissions and internet access before connection.
- Troubleshoot network connectivity: make sure the computer is recognizing the network and that it has a valid IP Address; make sure that the NIC is communicating with the computer.
- Executed password resets for network access using DRA to ensure users regained access promptly. using DRA, a similar application to AD.
- Verified application support for Helpdesk, documenting troubleshooting steps in Remedy for issues outside Helpdesk's scope for further referral.
- Troubleshoot issues with Outlook.
- Assessed problem severity by documenting impact on user productivity and number of affected individuals.
Wildblue Technical Escalations
Startek
08.2006 - 03.2008
- Handled Technical Support calls, ensuring troubleshooting was documented and effectively forwarded to the appropriate department.
- Assisted customers by identifying internet connectivity issues on Windows 2000, XP, and Vista; verified hardware compatibility by confirming NIC drivers were installed, advising customers to contact OEM if issues persisted.
- Provided ticket number to customers for tracking and reference of resolved issues.
Customer Service Rep
Asurion
05.2005 - 08.2006
- Ensured customer satisfaction through effective communication and support.
- Handled customer calls to facilitate cell phone replacements.
- Recorded call details to maintain accurate service records.
Student Assistant
Aims Community College
03.2003 - 01.2005
- Assisted students with ESL and software applications, enhancing their technical skills and academic performance.
- Troubleshot software and hardware issues, ensuring reliable operation of computer systems for student use.
- Replaced computer parts, including ram, hard drives, and motherboards, to restore functionality.
- Developed and modified databases in Excel and Access 2003 to support academic projects and improve data management.
- Performed cleaning and maintenance on computer systems to ensure optimal functionality.
Prodigy Technical Support
Sykes Enterprises
08.2001 - 03.2002
- Resolved dial-up connectivity issues with Internet Explorer and Windows 98, enhancing user access reliability.
Education
Associates Degree - Computer Information Systems
Aims Community College
Greeley, COSkills
- CDK
- Reynolds & Reynolds
- ServiceNow ticketing
- Azure administration
- Remote support
- MacOS
- Active directory management
- VPN configuration
- Office 365 administration
- MS Windows 10 and 11
- Linux
- Adroid
- iOS
- Team collaboration
- Adaptability
- LAN/WAN
- Wi-Fi
- Technical troubleshooting
- Incident response management
Certification
ITIL 3.0 Certified
References
- Chris Friedberg, 303-385-7875
- Phil Logalbo, 970-768-4299
- Jerry Pearson, 720-421-4664
Timeline
Service Desk Analyst
CAI
09.2025 - Current
Assembly
DCI
01.2024 - 09.2025
IT Services
Lithia Inc.
06.2021 - 08.2023
Desktop Support
Lockton Companies
01.2021 - 06.2021
Desktop Support
Uplight
11.2019 - 01.2021
Desktop Support
Banner Health
04.2019 - 10.2019
Customer Engagement Specialist
Constant Contact
07.2018 - 04.2019
Systems Consultant
Nutrien
10.2016 - 04.2018
Comcast Tech Support
Startek
11.2014 - 10.2016
NOC
HP
05.2014 - 10.2014
Customer Service Rep
Enterprise
05.2014 - 08.2014
NPS Helpdesk
IBM
08.2012 - 04.2014
ITS Service Desk
USDA/OCIO
07.2011 - 05.2012
Helpdesk POOL 1
IBM
02.2010 - 07.2011
Tech Support Tier 2
Webroot
07.2009 - 11.2009
JNJ DSM Helpdesk
IBM
03.2008 - 07.2009
Wildblue Technical Escalations
Startek
08.2006 - 03.2008
Customer Service Rep
Asurion
05.2005 - 08.2006
Student Assistant
Aims Community College
03.2003 - 01.2005
Prodigy Technical Support
Sykes Enterprises
08.2001 - 03.2002
Associates Degree - Computer Information Systems
Aims Community College