Diayana Andabo
Dallas,TX
Summary
Technology-inclined professional possessing strong troubleshooting capabilities and a customer-oriented attitude. Experienced in providing network and software support to users in business and educational settings. Adept at analyzing system performance and security to drive optimal user experience. Proficient in ticket management, access management and providing first touch resolution to end users. I am dedicated to problem solving, providing efficient service for end users and working as a team to reach a common goal.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Service Desk Support Technician I
GameStop Headquarters
08.2023 - Current
- Managed inventory of hardware components for timely replacement or repair as needed.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
- Imaging computers (PC's and Mac's ) for onboarding remote and in office users
- Using Microsoft Intune to assign and deploy computers to users
- Using Microsoft Intune to add users to specific groups for different accesses
- Using JAMF to manage Macs and also assisting users with self-service for Macs to deploy company approved software
- Using OKTA admin to assist remote and in office users with Active Directory account issues and MFA issues
- Creating knowledge based articles for new issues and the steps on how to resolve it for others.
- Trained other team members on SOX controls for IT systems
- Answering IT related calls for all employees
- Managed company asset tracking system to ensure deployments and returns are properly being marked.
- Configured hardware, devices, and software to set up work stations for employees.
- Used ticketing systems to manage and process support actions and requests.
- Developed and implemented preventive maintenance procedures.
- MFA & VPN assistance
- Responsible for replacing hardware for PC's such as batteries, speakers, fans when they malfunction
- Using Remote Support Tools to remote in and assist remote corporate employees
- Responsible for completing all user access requests for corporate employees using SOX policy
- Responsible for active directory tasks such as password resets, creating security groups and distribution lists.
- Responsible for creating vendor active directory accounts and mailboxes.
Service Desk Analyst
IT Solutions- Texas Woman's University
08.2022 - 08.2023
- Provides remote hardware support for laptops, desktops, printers, phone, mobile devices, WLAN, classroom technology, video conferencing technology, and other institutional hardware platforms.
- Provides remote software support for all institutional systems and software including but not limited to the institutional learning management system and ERPs.
- Assists other departments as needed during software releases and rollouts.
- Performs preventative maintenance on various institutional systems.
- Serves as the single point of contact for information technology-related issues, problems and requests.
- Acts as an escalation point for advanced or difficult help requests from Service Desk Students or other Service Desk Analysts.
- Escalates problems (when required) to the appropriate area within ITS and other parts of the university.
- Records, tracks and documents the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
- Assists faculty, staff, and students with software and hardware training/instruction as needed.
- Develops help sheets, knowledge base articles, and FAQ lists for end users.
- Provides a high level of customer service while supporting faculty, staff, and students.
- Builds rapport with service desk customers.
- Manages end-user expectations.
- Maintains awareness of current practices, future trends, and best practices in information technology.
Education
Bachelor of Science - Informatics
Texas Woman's University
Denton, TX08.2021
Skills
- Office 365 Support
- Remote Technical Support
- Customer Communication and Empathy
- Issue and Resolution Tracking
- User Access Management
- White Glove Service
- Software installation
- Hardware repair
Certification
- CompTIA Security +- In Progress
- Google IT Support Professional Certificate- In Progress
Additional Information
- Operating Systems- Linux, Ubuntu, Windows, MAC
- Programming Languages: SQL, Python, Perl
- RDMS: MySQL, SQL server
- Ticketing systems- Team Dynamix, Jira
- Ring Central Admin Experience
- Microsoft Exchange Admin Experience
- VPN Experience : DUO VPN, Global Protect VPN
- MFA Experience : Google Authenticator, DUO, OKTA Verify
- OKTA Admin Experience
- Active Directory User Management
- SOX User Access Management
- JAMF Apple Device Management
- Bomgar Remote Support Representative Tool
- Keeper Admin Experience
- Microsoft Intune Experience
- WMS as400 user management experience
- KNAPP User Management
- Citrix Support Experience
Timeline
Service Desk Support Technician I
GameStop Headquarters
08.2023 - Current
Service Desk Analyst
IT Solutions- Texas Woman's University
08.2022 - 08.2023
Bachelor of Science - Informatics
Texas Woman's University
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