Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
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Elvin Diaz

Stamford,CT

Summary

Detail-oriented and dedicated professional with extensive experience in computer troubleshooting and desktop support, providing exceptional service to onsite and offsite customers. Proven ability to multitask effectively while quickly learning new concepts and applying relevant skills to enhance organizational functionality. Strong background in systems analysis, with a track record of streamlining processes and improving system efficiency through the identification and resolution of complex technical issues. Bilingual in English and Spanish, leveraging analytical skills and technical expertise to drive strategic initiatives that align with business objectives.

Overview

16
16
years of professional experience
1
1
Certification

Work History

IT Systems Analyst and Desktop Support

IBM/Kyndryl
Stamford, CT
02.2015 - 06.2025
  • Performed software troubleshooting on undocumented issues affecting single or multiple machines
  • Mitigated issues by updating, modifying, re-installing or removing software installing local and network printers
  • Performed hardware analysis to diagnose issues or identify sources of performance degradation. Replaced, upgraded or modified hardware
  • Provided general desktop support to external customers visiting onsite, ensuring proper network connectivity regardless of operating system
  • Evaluated and tested new software products via virtual team participation. Provided recommendations and if necessary, implementation planning and assistance upon testing completion
  • Supported remote support tools Team viewer, Dameware, MS Teams, MS Quick Assist, Remote Desktop Protocol
  • Managed users and computers via Active Directory, managing devices compliance via MS Intune and provisioning laptops, desktops for deployment with MS Autopilot
  • Deployed software via SCCM, MS Company Portal, Cyber Ark
  • Provided hardware, software, and networking support
  • Provided support for Apple and Android IOS mobile devices
  • Provided support for Microsoft Windows OS 10 and 11 pro
  • Deployed more than 700 combined laptops and desktop onsite and offsite.
  • Removed 80 percent of local printers in local campus and assisted 40 percent of user connecting to network printers per company policy.

IT Systems Analyst and Desktop Support

Thomson Reuters
Stamford, CT
09.2012 - 02.2015
  • Evaluated and tested new operating systems via virtual team participation. Provided recommendations and if necessary, implementation planning and assistance upon testing completion
  • Provided technical input to management on improving department processes
  • Demonstrated aptitude for analytical problem solving by balancing the use of troubleshooting tools with a practical application of experience and creativity
  • Possessed and consistently displayed strong customer service skills when working with customers, co-workers, and lead staff. This included following through on commitments, using appropriate communication tools, providing options and alternatives for problem resolution, and projecting a positive and professional demeanor
  • Displayed competence in prioritizing tasks, managing project responsibilities, consistently meeting deadlines, and showing autonomy in completing tasks to balance phone and project work
  • Deployed more than 400 combined laptops and desktop onsite and offsite.

IT Systems Analyst - Consultant

ISupport
02.2009 - 09.2012
  • Provided desktop support both onsite and remotely
  • Set up computers, printers, phones, cellular phones and blackberry devices
  • Gained software, hardware, operating systems and networks skills including MS Office Suites 2003 – 2010
  • Managed objects on the network using Active Directory
  • Worked on Windows Operating Systems including Windows XP, Vista, Windows 7 and MAC OS

Education

CompTIA A+ Certified -

Ace Technical School
New York, NY
04.2002

Some College (No Degree) - Programing

CEISE University
Dominican Republic

High School Diploma -

Instituto Evangélico
Dominican Republic

Skills

  • Apple IOS
  • Android IOS
  • MS O365
  • Windows 10
  • Windows 11 Pro
  • MAC OS
  • VPN Cisco
  • Palo Alto Network
  • Zscaler
  • VC/MS Teams
  • Zoom
  • Ticketing Systems Remedy
  • Service Now
  • Jira
  • MS Intune Company Portal
  • Printer Logic
  • Citrix

Accomplishments

Partnered with HR during onboarding/offboarding, ensuring timely account provisioning and hardware setup.


Recovered critical data from corrupted user profiles, minimizing downtime for executive staff.


Assisted SOC team Implementing BitLocker encryption and enforced password policies across the organization, aligning with company’s cybersecurity standards.


Hands and feet for SOC, Active Directory, and Exchange team for local campus.

Certification

  • Ace Technical School, New York, NY, CompTIA A+ Certified
  • Windows 11 Systems Certified
  • Windows 11 Desktop troubleshooting Certified
  • Getting Started in Outlook 365 Certified
  • Dell Client Foundations 2021 Certified

Languages

Spanish
Professional Working
English
Professional Working

Timeline

IT Systems Analyst and Desktop Support

IBM/Kyndryl
02.2015 - 06.2025

IT Systems Analyst and Desktop Support

Thomson Reuters
09.2012 - 02.2015

IT Systems Analyst - Consultant

ISupport
02.2009 - 09.2012

CompTIA A+ Certified -

Ace Technical School

Some College (No Degree) - Programing

CEISE University

High School Diploma -

Instituto Evangélico

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Elvin Diaz