Fernando Gamez
Santa Ana,CA
Summary
CompTIA A+ certified IT professional seeking an entry level Service Desk Analyst position. Hands on experience building and supporting a Microsoft enterprise style IT environment using Windows Server, Active Directory, Microsoft Entra ID, Microsoft Azure, and Azure DevOps Boards. Skilled in troubleshooting Windows systems, managing user accounts, configuring identity services, documenting technical solutions, and providing excellent customer service. Strong communicator with experience collaborating with cybersecurity professionals and translating technical concepts into clear documentation. Passionate about learning new technologies, delivering exceptional end user support, and growing within a Managed Service Provider environment.
Overview
2
2
Languages
1
1
Certification
Work History
Team Member
Target
- Delivered customer service in a fast paced retail environment by assisting customers, resolving concerns, and maintaining a positive customer experience.
- Managed multiple priorities while maintaining professionalism, attention to detail, and accuracy.
- Communicated effectively with customers and coworkers to resolve issues efficiently.
- Developed strong interpersonal, communication, problem solving, and conflict resolution skills applicable to service desk environments.
Cybersecurity Intern
KPMG
- Collaborated with cybersecurity professionals to develop educational cybersecurity presentations and best practice materials.
- Researched cybersecurity concepts and translated technical information into clear, understandable content for student audiences.
- Participated in discussions involving cybersecurity awareness, technology risks, and industry best practices.
- Strengthened communication, collaboration, technical writing, and presentation skills while working with experienced cybersecurity professionals.
Education
Some College (No Degree) - Computer Science Coursework
University of California, San Diego
Skills
Operating Systems
- Windows 10
- Windows Server 2025
- Mac
Microsoft Technologies
- Active Directory Domain Services (AD DS)
- Active Directory Users and Computers (ADUC)
- Microsoft Entra ID
- Microsoft Azure
- Azure Virtual Machines
- Azure Virtual Networks
- Azure DevOps Boards
- Self Service Password Reset (SSPR)
- SharePoint
Help Desk & Service Desk
- Level 1 Troubleshooting
- User Account Administration
- Password Reset Support
- Active Directory User & Security Group Management
- Microsoft Entra ID User Management
- DNS Configuration
- TCP/IP Fundamentals
- Windows Troubleshooting
- Ticket Documentation
- Technical Documentation
- Customer Support
Programming
- Python (Foundational)
- Java (Foundational)
Certification
CompTIA A+ Certified Professional (V15), CompTIA, 05/01/26
TECHNICAL PROJECT |Enterprise IT Help Desk Homelab
GitHub: https://github.com/fer78945/IT-Helpdesk-Homelab
Designed, deployed, and documented an enterprise style Microsoft IT support environment to develop practical service desk and systems administration skills.
- Built a Windows Server 2025 Active Directory environment within Microsoft Azure.
- Installed Active Directory Domain Services and promoted a Windows Server virtual machine into a fully functional Domain Controller.
- Created and administered Organizational Units, user accounts, administrator accounts, and security groups using Active Directory Users and Computers.
- Configured DNS and successfully joined a Windows 10 workstation to an Active Directory domain.
- Provisioned and managed cloud identities, users, and security groups using Microsoft Entra ID.
- Configured and validated Microsoft Entra Self Service Password Reset (SSPR), including authentication registration and password recovery testing.
- Developed an enterprise style ticketing workflow using Azure DevOps Boards to simulate a professional service desk environment.
- Created, documented, tracked, and resolved user onboarding, security configuration, and testing requests through the complete ticket lifecycle.
- Produced comprehensive technical documentation with over twenty annotated screenshots demonstrating infrastructure deployment, troubleshooting, validation, and support procedures.
- Diagnosed and resolved Windows, networking, DNS, and authentication issues encountered during deployment and testing.
Languages
English
Professional
Spanish
Professional
Timeline
Cybersecurity Intern
KPMG
Team Member
Target
Some College (No Degree) - Computer Science Coursework
University of California, San Diego