Daniel Munoz
Phoenix,AZ
Summary
IT Support Specialist with 6+ years of experience supporting enterprise environments of 500+ users. Experienced in Active Directory administration, Microsoft 365 support, VPN connectivity, workstation deployments, and enterprise desktop support. Proven ability to troubleshoot complex technical issues, support infrastructure teams, and maintain reliable IT operations in fast-paced environments.
Overview
7
7
years of professional experience
Work History
IT Support Technician
Amwins
Phoenix, AZ
06.2025 - Current
- Resolved 20–30 enterprise technical support incidents daily while maintaining high customer satisfaction.
- Provided on-site and remote enterprise desktop support for 500+ users across multiple departments.
- Install and configure desktops, laptops, printers, and peripherals
- Support Microsoft 365 applications, including Outlook, Teams, OneDrive, and OneNote
- Administered Active Directory accounts and security groups, enhancing user access management and security
- Troubleshoot VPN connectivity using Cisco AnyConnect and GlobalProtect
- Assisted with workstation deployments and upgrades, supporting new employee onboarding and offboarding processes.
- Recorded incidents and solutions in ServiceNow, contributing to knowledge base and improving customer service responsiveness
PC Administrator
LabCorp
Phoenix, AZ
03.2022 - 06.2025
- Acted as a technical escalation point for complex workstation and connectivity issues
- Installed and configured desktops, laptops, printers, and specialized laboratory workstations
- Supported large-scale workstation refresh and hardware deployment projects, enhancing operational readiness
- Maintained IT asset inventory and hardware lifecycle replacement tracking
- Assisted networking teams with switch lifecycle replacements and connectivity troubleshooting
- Coordinated with vendors to support theonboarding of new laboratory instruments, ensuring workstation setup and connectivity with laboratory information systems (LIS)
- Mentored junior technicians, providing guidance on complex troubleshooting cases to enhance team capabilities
IT Help Desk Analyst
American Airlines
Phoenix, AZ
03.2021 - 03.2022
- Provided on-site and remote technical support for employees across multiple departments, resolving hardware, software, and network connectivity issues
- Provided technical support for software and hardware issues across various platforms
- Troubleshot hardware, printer, and application issues
- Diagnosed network connectivity and access problems
- Escalated complex technical issues to Tier 2 support teams for advanced resolution
- Documented and tracked support requests in ticketing systems to streamline issue resolution
Radio Microwave Technician
Motive Energy
Phoenix, Arizona
05.2019 - 03.2020
- Installed and maintained telecom microwave, fiber, and power systems
- Bench-tested microwave communication equipment to ensure performance
- Troubleshot hardware failures and alignment issues for telecom systems
- Identified improvement areas and proposed upgrades, enhancing system performance.
- Maintained detailed logs and service reports, ensuring regulatory compliance.
- Participated in team meetings to review project status and collaboratively resolve technical issues.
Education
Information Technology Systems Administrator Program -
MyComputerCareer
Raleigh, NCSkills
Systems:
Windows 10, Windows 11, Active Directory, Group Policy
Enterprise Tools:
Microsoft 365, ServiceNow
Networking:
DNS, TCP/IP, VPN, Network Troubleshooting
Cisco AnyConnect, Palo Alto GlobalProtect
Hardware:
Desktops, Laptops, Printers, Workstations
Timeline
IT Support Technician
Amwins
06.2025 - Current
PC Administrator
LabCorp
03.2022 - 06.2025
IT Help Desk Analyst
American Airlines
03.2021 - 03.2022
Radio Microwave Technician
Motive Energy
05.2019 - 03.2020
Information Technology Systems Administrator Program -
MyComputerCareer