Drandi Ledesma

End-User Technical Support:

• Diagnosed and resolved technical incidents related to operating systems (Windows, macOS), applications (Office Suite, Adobe Creative Cloud), and network connectivity (VPN, Wi-Fi).
• Provided support for enterprise applications including ERP systems (SAP, Oracle), CRM systems (Salesforce), and custom-built applications.
• Addressed network-related issues including IP configuration, DNS resolution, and connectivity problems, using tools.
• Provided exceptional troubleshooting skills to address end-user technical issues, effectively resolving them whether on-site or remotely connected to their devices.
• Utilized ticketing systems such as Zendesk to track, document, and report on technical issues, ensuring accurate and up-to-date information.
• Provided support for the setup, installation, and troubleshooting of hardware components such as printers, monitors, desk phones, and more.
• Supported new hires in their technological onboarding with comprehensive walk-throughs.
• Developed self-help tools, user guides, and training materials to support technology initiatives and enhance user proficiency.

Active Directory:

• Created and managed user accounts and groups, configuring permissions and access control to align with organizational policies.
• Developed and enforced Group Policy Objects to standardize configurations and enhance security across the network.
• Administered domain controllers, managing replication and FSMO roles to maintain system performance and reliability.
• Configured Active Directory Federation Services for single sign-on, improving user authentication processes.
• Integrated Active Directory with third-party applications for seamless user management and authentication.
• Managed DNS services related to Active Directory, including zone and record management.
• Enforced security policies within Active Directory, including password and account lockout policies, and conducted audits to ensure compliance.

Network Configuration Experience:

• Configured and managed IP addressing schemes, including static and dynamic IP assignments using DHCP, and addressed issues related to subnetting and IP conflicts.
• Implemented and managed VLANs to segment network traffic, improve security, and optimize network performance using Cisco Meraki.
• Configured routers and switches to manage network traffic, including setting up static routes, dynamic routing protocols, and VLAN routing.
• Installed and configured wireless access points and controllers, managed SSIDs, and optimized Wi-Fi performance and coverage.

Configuration Management with Jamf Pro and Kandji:

• Automated provisioning and configuration of macOS and iOS devices using Jamf Pro and Kandji, applying consistent profiles, device settings, and application deployments across the organization.
• Developed and managed configuration profiles and security policies using Jamf Pro and Kandji’s Blueprints, ensuring adherence to security standards and organizational requirements.
• Implemented Automated Device Enrollment using Jamf Pro and Kandji for streamlined device setup and policy enforcement.
• Automated macOS and iOS updates and patches with Jamf Pro and Kandji, maintaining up-to-date and secure devices.
• Monitored and reported on device compliance with security policies using Jamf Pro and Kandji, addressing non-compliance issues as needed.
• Managed application deployment and configuration through Jamf Pro and Kandji, ensuring consistent availability and settings.
• Kept accurate records of device configurations and statuses in Jamf Pro and Kandji, supporting effective asset management.
• Integrated Jamf Pro and Kandji with Active Directory and LDAP for efficient user authentication and device management.

Remote Desktop Support Experience:

• Utilized remote access tools such as TeamViewer, ConnectWise, and AnyDesk to provide technical support and troubleshoot issues on end-user devices.
• Installed, configured, and updated software remotely, including operating systems and application updates, ensuring systems are up-to-date and functional.
• Conducted remote system diagnostics with built-in tools and third-party applications to identify and address hardware and software problems.
• Configured and maintained remote desktop settings and permissions, deploying remote desktop clients and managing user access.

• Delivered technical support for desktops, laptops, tablets, and smartphones, diagnosing and resolving hardware and software issues.
• Assisted in the setup and configuration of new systems, including Windows and macOS operating systems and peripherals.
• Addressed and resolved technical issues while providing clear explanations and maintaining high customer satisfaction.
• Used tools like Malwarebytes, Norton, and McAfee to remove viruses and protect against malware.
• Installed, updated, and maintained software applications and security patches.
• Installed and configured a wide range of hardware components, such as SSDs, RAM, and graphics cards, ensuring compatibility and optimal performance.
• Maintained documentation of service procedures and customer interactions for reference and knowledge sharing.
• Managed spare parts inventory for repairs and upgrades.
• Provided on-site technical support, troubleshooting and resolving issues in customer environments.
• Advised customers on technology upgrades and improvements, including recommending hardware and software solutions to enhance system performance and meet evolving needs.
• Assisted customers with integrating and managing cloud services, such as Google Drive, Dropbox, and Microsoft OneDrive, including setup, configuration, and troubleshooting.
• Executed data migration projects, including transferring data between systems.
• Provided technical support for business clients, including setting up and managing office IT infrastructure, troubleshooting network issues, and ensuring operational continuity.
• Performed BIOS and UEFI configuration for systems.
• Provided support for enterprise software applications such as Microsoft Office 365, Salesforce, and QuickBooks, including setup, configuration, and troubleshooting.