Daniel Cellona
Summary
Experienced Desktop Support Specialist with a proven track record of providing exceptional customer service and achieving outstanding results as a top ticket closer. Committed to ensuring optimal technology performance in a private university setting. Proficient in utilizing tools such as Duo Mobile, Active Directory, Microsoft 365, Carbon Black Cloud, and Mitel Connect to deliver efficient and reliable support solutions.
Overview
1
1
year of professional experience
1
1
Certification
Work History
Desktop Support Specialist
La Sierra University Via Dynamic Campus
07.2022 - Current
- Utilized Zendesk as a ticketing system to resolve end-users issues.
- Acted as the primary point of contact for troubleshooting, problem resolution, and support requests received through ticketing system, phone calls, and emails. As a result, I have been the number 1 ticket closer by metric.
- Create a deep knowledge-base to document every issues that require multiple step of troubleshooting. Maintained accurate documentation of support activities, including ticket updates, resolutions, and troubleshooting steps.
- Cleaned up and implement a much more efficient inventory management system.
- Collaborated with the infrastructure team during network outages by assisting or directly solving the issue.
- Conducted thorough analysis and troubleshooting to identify root causes of technical problems by using the OSI Model to troubleshoot the issue.
- Provided remote support to users, resolving issues via TeamViewer or Zoom.
- Ensured compliance with security protocols by educating end-users and helping a user as soon as they are flagged by Carbon Black Cloud with a security breach.
- Provided training and guidance to end-users on the effective utilization of various software and hardware systems.
Education
Bachelor of Science - Environmental Science
University of California, Riverside
Riverside, CA2020
Skills
- DUO Mobile
- Zendesk
- Microsoft 365
- Active Directory
- Aruba Central
- LDAP
- Barracuda VPN
- Mitel Directory
- Google Admin
- Adobe Admin
- PaperCut
- Carbon Black Cloud
- Carbon Black App Control
- vSphere
- Extron
- CUPS
- Cisco IOS
- Macrium
- TeamViewer
Certification
CompTIA A+
Timeline
Desktop Support Specialist
La Sierra University Via Dynamic Campus
07.2022 - Current
Bachelor of Science - Environmental Science
University of California, Riverside
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