CLAUDIA LEYVA
Elk Grove,CA
Summary
Skilled IT Support Specialist with over 15 years of experience configuring computers, servers, and peripheral devices to work within established companies and security parameters. Experienced with troubleshooting and resolving technical issues promptly. Utilizes strong communication and problem-solving skills to effectively assist users and ensure optimal system performance. Knowledge of various hardware and software platforms, providing comprehensive support and technical guidance.
Overview
18
18
years of professional experience
Work History
IT Help Desk Technician
Victor Community Support Services
Sacramento, CA
05.2025 - Current
- Resolved technical issues for end-users, enhancing system functionality and user satisfaction.
- Provided timely support via phone, email, and chat, improving communication efficiency.
- Managed ticketing system to streamline problem resolution and prioritize urgent requests.
- Collaborated with cross-functional teams to implement software updates and maintain network security.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Configured and tested new software and hardware.
Lead IT Support Specialist
RFG Foods/Calavo Growers Inc
Rancho Cordova, CA
06.2018 - 01.2025
- Support requests from end users and walk individuals through basic troubleshooting tasks.
- Onboarding new hires and deprovisioning users in Active Directory and Microsoft 365.
- Provide Technical assistance on-site & remotely.
- Configure hardware, software, and devices to set up workstations for employees.
- Repair hardware and software as necessary.
- Maintain desktop, laptop, and phone inventory.
- Follow up with clients to verify optimal customer satisfaction after support engagement and problem resolution.
- Maintaining the organization’s information system for security, privacy, and confidentiality policies and procedures.
- Maintaining security and systems and supporting users to ensure 24/7 operations for hardware, software, and networks.
- Providing hands-on and remote support for configuration, installation, and maintenance of networked workstations.
- Investigating and resolving software/hardware problems of computer users.
- Implementation of new ticketing system and training to all users.
Operations and Application Support
Finastra
San Francisco, CA
11.2012 - 05.2018
- Provided consultation, application, and technical support to clients who purchase and use Finastra wire products.
- Executed escalation procedures when customer business was negatively impacted.
- Configured and maintained RSA SecurID authentication tokens for remote access.
- Continually created, updated, and monitored customers incidents within SaleForce CRM.
- Documented and followed proper change protocol to meet compliance requirements.
- Conducted annual Disaster Recovery testing.
- Created and maintained documentation pertaining to daily operations of PayPlus/GFX support groups.
Technical Support Specialist
First Republic Bank
San Francisco, CA
04.2008 - 12.2011
- Provided technical assistance to end users onsite and remotely.
- Resolved PC hardware, software, network, and communication problems on desktop, laptops, and mobile devices.
- Deployed new workstations and upgrades.
- Performed first level network administration in Active Directory.
- Diagnosed and resolved technical issues that required in-depth analysis in an enterprise network environment.
- Documented all support interactions in system for future reference.
- Tracked computer equipment. Peripherals, and network servers.
Education
General Education Degree -
John Adams Community College
08.2000
Skills
- Application Support
- End-User Support & Troubleshooting
- On-Site & Remote Technical Support
- Excellent Verbal & Written Communication
- Zendesk Ticket Support
- 12 Years of Customer Service
- Active Directory
- Windows 10/11
- Microsoft InTune
- Microsoft 365
- Zoom/Microsoft Teams
- Android/iPhone
Languages
English
Spanish
Additional Technical Skills
Cisco POE Switches, Meraki Access Points, Routed Protocol (TCP/IP), DHCP, DNS, MS365, Windows 10/11, MS ADMT, SentinelOne, BitTitan Migration Wiz, Microsoft Office Suite: Word, Excel, Outlook, PowerPoint, Dell Sonicwall, Appgate, Duo, Google Authenticator, Produce Pro, Zebra label printers, Network printers
Timeline
IT Help Desk Technician
Victor Community Support Services
05.2025 - Current
Lead IT Support Specialist
RFG Foods/Calavo Growers Inc
06.2018 - 01.2025
Operations and Application Support
Finastra
11.2012 - 05.2018
Technical Support Specialist
First Republic Bank
04.2008 - 12.2011
General Education Degree -
John Adams Community College