Christian Salesberry
Albuquerque
Summary
Experienced Program Analyst with a strong background in IT operations and customer service. Skilled in promoting cross-functional collaboration, resolving hardware/software issues, and efficiently documenting service tickets. Proficient in network operations, Microsoft systems, and effective use of troubleshooting tools. Adaptable and quick learner committed to delivering exceptional customer service and consistently improving skills. Seeking to utilize diverse skills in a dynamic IT Technician role.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Program Analyst
Akima Global Technology
12.2024 - Current
- I manage and support the Clearance Action Tracking System (CATS), making sure everything is up-to-date and accurate across multiple security programs.
- I build out reports and dashboards using Power BI, Excel, and SharePoint, translating complex data into clear, actionable insights.
- I tap into Oracle databases and write SQL queries to track performance and troubleshoot any issues that come up.
- I partner with teams across different offices — including DOE Headquarters — providing support, answering questions, and keeping things moving.
- I also use the Microsoft 365 suite and Adobe Acrobat Pro to keep documentation sharp and workflows efficient.
- On top of that, I help analyze budgets, review processes, and spot ways we can work smarter, not harder.
IT Service Technician
Goldbelt Inc.
02.2024 - 05.2024
- Technical Support & Troubleshooting: Provide customer support by diagnosing issues, including physical problems, software re-installation, hardware setup, and system navigation. Use knowledge of firewalls, VPNs, VLANS, security protocols, and networking fundamentals (TCP/IP, DNS, DHCP) to troubleshoot and maintain secure network operations.
- Customer Interaction: Handle customer calls, answer inquiries, provide guidance, and resolve issues for OIMT functions. Process incidents, problems, and change tickets efficiently.
- Issue Diagnosis & Resolution: Resolve issues in Microsoft Windows Enterprise environments, including connectivity, peripherals, and software (Office 365, Azure). Escalate outages and apply analysis across Microsoft tools (IP addressing, subnetting, routing).
- Documentation & Communication: Record all interactions and troubleshooting steps in the Service Center Ticket System, keeping customers updated on progress.
- Proactive Support Measures: Minimize ticket escalations by staying updated on trends and monitoring network performance to address issues early.
- Collaboration & Coordination: Work with Federal Functional Leads and other DOI/IA offices for support or resolution, following protocols.
- Reporting & Monitoring: Prepare reports on open issues and progress, assist with customer surveys, and analyze system performance.
- Tools & Programs: Skilled in Microsoft Office, Azure, Active Directory, PowerShell, VPNs, BeyondTrust, ServiceNow, Bison Connect, SailPoint, Apple Business Manager, Telax, ArcGIS, Dell Control Panel, and classified programs.
Sales Representative
Lowes Home Improvement
10.2021 - 01.2024
- Product Management: Utilize effective merchandising and sales techniques to manage technical products and optimize inventory.
- Equipment & Technology Proficiency: Skilled in operating store equipment and technology, including Microsoft Office, Windows Systems, UKG, Kronos, Active Directory, power tools, and forklifts.
- Merchandising & Sales Operations: Oversee merchandise layout, sales operations, and inventory management while ensuring compliance with company policies. Develop strategies to boost sales and monitor activities.
- Collaboration & Policy Analysis: Coordinate with the sales manager and departments to align with policies and streamline purchasing.
- Customer Satisfaction: Enhance customer experience by assisting with product selection and providing technical information.
- Vendor Relations: Maintain vendor relationships to secure technical supplies.
Financial Help Desk Technician - IT
Alorica inc.
02.2019 - 03.2020
- Technical Assistance & Troubleshooting: Act as the first point of contact to diagnose and resolve technical issues, including connection problems, login issues, software reinstallations, hardware setups, and mobile application troubleshooting.
- Customer Support: Manage incoming customer calls, answer questions, provide step-by-step guidance, and resolve service-related issues. Efficiently handle all reported incidents, problems, and changes.
- Technical Issue Resolution: Resolve technical issues in Microsoft Windows Enterprise networks, including hardware, software, network connectivity, and peripheral devices. Escalate major outages and use Microsoft tools for effective solutions.
- Documentation & Updates: Accurately document support interactions and troubleshooting activities in the Service Center Ticket System. Provide timely updates to customers on ticket progress.
- Preventative Support: Reduce ticket escalations by staying updated on trends and customer support needs. Monitor network tools to detect and address potential issues early.
- Collaboration & Coordination: Work with bank leads and management for advanced support or complex incidents, following established procedures based on issue type, urgency, and priority.
- Tools & Technology: Proficient in Microsoft Office, Azure, Active Directory, Command Prompt, Global Protect/Cisco VPN, Citrix, ServiceNow, iTunes, and Apple Business Manager.
Education
Central New Mexico Community College
07.2025
Skills
- Security Management
- IT Troubleshooting
- Networking proficiency
- Customer Service
- IT Documentation
- VPN/VLAN Troubleshooting
- Hardware Configuration
- Account Management
- Microsoft Office 365
- Communication
- Risk Management
- Teamwork
Certification
Comptia: Network+ Certification
Acquired: August 24th, 2024
Validation-Candidate Code: COMP001022594001
Timeline
Program Analyst
Akima Global Technology
12.2024 - Current
IT Service Technician
Goldbelt Inc.
02.2024 - 05.2024
Sales Representative
Lowes Home Improvement
10.2021 - 01.2024
Financial Help Desk Technician - IT
Alorica inc.
02.2019 - 03.2020
Central New Mexico Community College
Links
- Network Plus Certification
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