Diana Tourville
Los Lunas,NM
Summary
Motivated IT expert with 14 years in break-fix solutions and nearly 3 years in hands-on data center operations, recognized for proactive approach and robust work ethic.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Support Space/Help Desk Technician
Meta
Los Lunas, NM
11.2022 - 06.2025
- Troubleshot network, hardware, and software issues for desktop, laptop, and mobile devices.
- Resolved audio-visual problems related to matrix systems, digital signage, and sound systems.
- Guided users through scripted solutions using Chef and technical troubleshooting protocols.
- Collaborated with cross-functional teams to gather project specifications and feedback effectively.
- Identified and resolved technical issues promptly to enhance debugging efficiency.
- Developed training materials for junior analysts on best practices and development tools.
- Monitored system performance, reporting anomalies to relevant departments without delay.
- Documented support processes in knowledge base for team reference and training purposes.
IT Systems Specialist
Bridgers & Paxton
Albuquerque, NM
09.2021 - 11.2022
- Provided technical support for software and hardware, including office applications and mobile devices.
- Configured and managed network devices, such as routers, switches, and firewalls.
- Developed and maintained documentation for IT procedures and system best practices.
- Conducted training sessions for staff on new systems and updates.
- Analyzed system data to enhance efficiency and identify improvement areas.
- Implemented security measures to safeguard sensitive information from unauthorized access.
- Monitored system performance to proactively identify and resolve potential issues.
- Managed Active Directory accounts, overseeing user creation, modification, and deletion.
Deskside Specialist
Ball Aerospace
04.2021 - 09.2021
- Resolved network issues related to LAN and wireless connectivity.
- Addressed VDI, VPV, and remote desktop challenges efficiently.
- Replaced and upgraded memory, graphics, and video cards to enhance performance.
- Coordinated with various departments to optimize workflow processes.
- Provided technical support for customers to resolve complex issues.
- Analyzed customer feedback to identify improvement opportunities.
- Reviewed documents for accuracy before submission or publication.
- Maintained positive relationships with staff and management.
Technology Support Specialist II
Blake's Lotaburger
12.2019 - 04.2021
- Supported desktops, laptops, mobile devices, restaurant POS, back-office systems, and network equipment.
- Monitored DSL/network connectivity across multiple restaurants statewide.
- Programmed modems and firewalls to enhance security.
- Installed and troubleshot security cameras, ensuring proper configuration.
- Provided technical support for restaurant equipment and software systems.
- Documented support procedures and created user guides for staff reference.
- Trained end users in various software applications to improve usage efficiency.
IT Support Services
Ernest Health
Albuquerque, NM
07.2017 - 03.2019
- Resolved customer desktop, network, and peripheral issues using PowerShell scripts.
- Enabled hospital printer access through file and print servers across multiple locations.
- Created, maintained, and disabled user network and exchange accounts.
- Managed employee access to personal and group shares at various facilities.
- Operated within Putty and Citrix environments for enhanced support capabilities.
- Coordinated IT support services, including hardware and software installations.
- Ensured compliance with organizational policies during application system support.
- Provided technical support for networking equipment like routers and switches.
Application Support Analyst
Thomson Reuters
Albuquerque, NM
03.2015 - 11.2016
- Resolved software issues through effective troubleshooting and collaboration with development teams.
- Performed backups and reboots of servers to ensure system stability and reliability.
- Configured Microsoft IIS and web services for optimal performance.
- Captured, documented, analyzed, and reconciled customer software applications and related inquiries.
- Monitored system performance, identifying areas for improvement and optimization.
- Provided technical support for various applications, ensuring timely resolution of user inquiries.
- Conducted root cause analysis of application issues, implementing solutions to enhance functionality.
- Managed user account access by assigning credentials, distributing permissions, and terminating inactive accounts.
Data Security Analyst
KEMTAH at Presbyterian Hospital
Albuquerque, NM
11.2014 - 03.2015
- Executed procedures to protect information systems from unauthorized access and destruction.
- Oversaw account management, including creation, modification, and deactivation for employees and contractors.
- Analyzed data security threats across hospital systems and networks.
- Developed and enforced security policies to safeguard patient information.
- Reviewed access controls to ensure protection of sensitive patient data.
- Ensured compliance with data privacy laws and regulations.
- Assessed security vulnerabilities within computer networks and applications.
- Mentored junior employees on departmental activities and security protocols.
Field Services Technician/Mobility
Sandia National Laboratories
Albuquerque, NM
01.2011 - 09.2014
- Monitored inventory levels and requested reorders to maintain optimal stock.
- Resolved network and hardware issues, ensuring minimal downtime for operations.
- Configured mobile devices, provided training, and addressed technology-related concerns.
- Executed Windows migrations, transferring data and completing software installations.
- Conducted routine system maintenance to optimize performance and reliability.
- Collaborated with engineers to troubleshoot technical challenges and implement solutions.
- Trained junior technicians on safety protocols and procedural standards.
- Participated in team meetings to address project updates and challenges.
Education
Bachelor of Science - Computer Systems
American InterContinental University
Atlanta, GA/OnlineSkills
- Network security and IT support
- Cloud computing and virtualization
- System administration
- Programming languages: Python, Ruby, Visual Basic
- Software proficiency: Adobe Photoshop, Git, Microsoft Office
- Network troubleshooting
- Hardware installation and maintenance
- Incident response coordination
- Support ticket management
- Asset management
- Collaboration with partner teams
- Root cause analysis and hardware diagnostics
- Remote troubleshooting techniques
- Leadership and mentoring
Certification
HDI Support Center Certification
References
References available upon request.
Timeline
Support Space/Help Desk Technician
Meta
11.2022 - 06.2025
IT Systems Specialist
Bridgers & Paxton
09.2021 - 11.2022
Deskside Specialist
Ball Aerospace
04.2021 - 09.2021
Technology Support Specialist II
Blake's Lotaburger
12.2019 - 04.2021
IT Support Services
Ernest Health
07.2017 - 03.2019
Application Support Analyst
Thomson Reuters
03.2015 - 11.2016
Data Security Analyst
KEMTAH at Presbyterian Hospital
11.2014 - 03.2015
Field Services Technician/Mobility
Sandia National Laboratories
01.2011 - 09.2014
Bachelor of Science - Computer Systems
American InterContinental University
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