Christian Semano
Cloud Support Engineer
San diego,California
Summary
Dynamic IT professional with over 5 years of experience delivering advanced support and troubleshooting to enhance end-user satisfaction and system reliability. Proven track record in leading helpdesk operations, mentoring junior staff, and collaborating with IT teams to implement solutions and maintain robust infrastructure. Expertise in cloud technologies, network administration, and user training, combined with a strong commitment to continuous improvement and adherence to security best practices. Adept at troubleshooting technical issues to minimize downtime while leveraging effective communication and customer service skills to ensure seamless user experiences and efficient issue resolution.
Overview
12
12
years of professional experience
8
8
Certifications
Work History
Service Desk Agent
SAIC
01.2021 - 01.2025
- Provided advanced technical support and troubleshooting for over 2,000 end users, achieving a 90% first-contact resolution rate.
- Acted as a technology subject-matter expert, delivering advice, guidance, and training sessions that improved junior staff performance and knowledge transfer.
- Analyzed and maintained IT hardware and systems, supporting day-to-day operations that ensured 99.9% system uptime.
- Escalated complex technical issues efficiently, minimizing downtime and ensuring timely resolution.
- Managed network account administration following strict security protocols for over 1,000 users.
- Authored detailed documentation of procedures and troubleshooting steps, reducing repetitive ticket submissions by 20%.
IT Enterprise Service Desk Jr
Apex Systems
01.2020 - 01.2021
- Delivered advanced end-user support using remote tools, resolving over 85% of issues within the first interaction.
- Acted as a subject-matter expert providing staff training and technical guidance, improving team knowledge and efficiency.
- Managed maintenance and troubleshooting of IT hardware and systems, supporting infrastructure stability and reliability.
- Supported implementation of new technologies alongside the Infrastructure Team, accelerating system upgrades by 10%.
- Administered network account permissions while maintaining departmental security compliance.
- Documented problems and solutions clearly, contributing to the knowledge base and streamlining support processes.
NPWE IT Specialist
Veteran’s Administration
01.2019 - 01.2020
- Optimized system and application performance for over 250 computers, boosting end-user satisfaction and productivity.
- Diagnosed and repaired 200+ hardware and network issues, reducing user downtime significantly.
- Successfully replaced 60+ workstations and migrated data seamlessly to Windows 10 systems with zero data loss.
- Installed and maintained over 100 workstations, laptops, and peripherals, ensuring readiness and functionality for daily operations.
- Provided hands-on support to 100+ users, maintaining high satisfaction levels through effective technical solutions.
Airfield Systems Technician
USAF, Luke Air Force Base
01.2013 - 01.2016
- Maintained and repaired $5.6 million worth of advanced airfield communication equipment, ensuring operational readiness.
- Inspected, aligned, and optimized 155 critical communication assets to exceed Air Force standards.
- Enhanced performance of 9 Air Traffic Control and Navigational Aid systems, contributing to safer and more efficient airfield operations.
Education
Bachelor of Science - Cloud Computing
Western Governors University
Millcreek, UTAssociate of Science - Information Technology
San Diego City College
San Diego, CASkills
Network issue resolution
Remote connectivity
Technical assistance expertise
Experience with Azure cloud solutions
End-user training
Linux system management
Analytical problem-solving
Effective time management
Proficient in AWS cloud solutions
System monitoring
Cloud technology implementation
Technical troubleshooting
Certification
LE-1 Linux Essentials
Timeline
Service Desk Agent
SAIC
01.2021 - 01.2025
IT Enterprise Service Desk Jr
Apex Systems
01.2020 - 01.2021
NPWE IT Specialist
Veteran’s Administration
01.2019 - 01.2020
Airfield Systems Technician
USAF, Luke Air Force Base
01.2013 - 01.2016
Associate of Science - Information Technology
San Diego City College
Bachelor of Science - Cloud Computing
Western Governors University