BJ Gerona
San Pablo,CA
Summary
Service Desk Technician with 10+ years of experience delivering enterprise-level technical support for hardware, software, and network systems. Skilled in cross-functional collaboration, process documentation, and onboarding/offboarding support. Known for quickly diagnosing and resolving complex technical issues while maintaining a professional and customer-focused approach.
Overview
15
15
years of professional experience
1
1
Certification
Work History
IT Service Desk Technician
Alameda Alliance for Health
Alameda, California
07.2017 - 08.2025
- Diagnose and resolve complex hardware, software, mobile, and network issues while tracking trending issues to implement education to reduce repeat incidents.
- Provided technical support for software, hardware, network, and credential issues for 600+ internal and external end users on site and remote.
- Resolve an average of 50+ technical tickets weekly using Trackit! ticketing system, providing progress updates regularly.
- Manage employee onboarding/offboarding, including device setup and ship out, account provisioning, and system access.
- Author and maintain 100+ knowledge base articles including policies and procedures, end user guides for the Service Desk team and company.
- Monitor and escalate performance for 200+ servers, ensuring operational continuity.
- Collaborate with other IT teams to implement updates and troubleshoot specific applications issues.
- Point person in administering accounts related to external electronic hospital and patient record access.
- Troubleshoot and install A/V and printer equipment across multiple work sites.
- Provided on-call after hours and weekend support.
IT Service Desk Coordinator
Alameda Alliance for Health
Alameda, California
07.2014 - 07.2017
- First line of support via email, telephonically and the Trackit! ticketing system to prioritize and distribute incoming IT related requests, approximately 250+ weekly service requests.
- Identify, probe and escalate IT ticket requests between the Service Desk team and cross-functional IT divisions.
- Provided Tier 1–2 technical support across all company systems.
- Managed IT ordering and inventory for hardware and software licenses.
- Maintain documentation of all Service Desk related processes.
Medicare Complete Care Advisor
Alameda Alliance for Health
Alameda, California
02.2013 - 07.2014
Case Management Intake Coordinator
Alameda Alliance for Health
Alameda, California
03.2012 - 02.2013
Bio-Oncology Intake Coordinator
Genentech Access Solutions
San Francisco, California
06.2011 - 12.2011
Case Manager
Genentech Access Solutions
San Francisco, California
12.2010 - 05.2011
Education
Bachelor of Arts - Communications
San Diego State University
San Diego, CASkills
- Windows 7, 10, 11, Windows Server 2012
- Active Directory
- Microsoft Intune
- Microsoft Office 2010-2019 & O365 Suite
- Track-It! Ticketing System
- NinjaOne
- SecureLink
- Zoom
- Proxy Pro Host
- RightFax
- DocuSign
- FTP/SFTP
- Cisco AnyConnect, Cisco SSL VPN, Cisco UCCX, Cisco Unity Config Manager, Cisco WebEx, Cisco Jabber
- OKTA SSO
- HealthSuite
- TruCare
Certification
- CompTIA A+ Certification
- CompTIA Network+
- ITIL4 Foundation
- Installing, Configuring & Maintaining Windows 10
- Automating Administration with Windows PowerShell
- Supporting & Troubleshooting Windows 10
Timeline
IT Service Desk Technician
Alameda Alliance for Health
07.2017 - 08.2025
IT Service Desk Coordinator
Alameda Alliance for Health
07.2014 - 07.2017
Medicare Complete Care Advisor
Alameda Alliance for Health
02.2013 - 07.2014
Case Management Intake Coordinator
Alameda Alliance for Health
03.2012 - 02.2013
Bio-Oncology Intake Coordinator
Genentech Access Solutions
06.2011 - 12.2011
Case Manager
Genentech Access Solutions
12.2010 - 05.2011
Bachelor of Arts - Communications
San Diego State University
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