Summary
Overview
Work History
Skills
Certification
Languages
Affiliations
Timeline
Generic

Fernando Ponce De Leon

Vienna,VA

Summary

Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Dependable Help desk specialist with 1 year of helpdesk experience. Successfully assisted end-users with complex technical issues. Communicates complicated concepts clearly and professionally handles wide-ranging questions.

Overview

2
2
years of professional experience
1
1
Certification

Work History

Help Desk Specialist/Junior System Administrator

Agile Defence
Vienna, VA
12.2023 - Current
  • Delivered Service Desk support to multiple clinics located at military bases such as Dalhgren, Indian Head, and Patuxent River. Duties encompassed the identification, research, and resolution of technical problems for end users.
  • Assisted in installing and removing software from end-user computing systems.
  • Responded to telephone calls, emails, and personnel requests for IT support; document, track and monitor problems to ensure timely resolutions.
  • Contributed to the implementation and maintenance of an efficient system for managing help desk trouble tickets.
  • Managed and resolved endpoint incidents, including imaging, VPN setup, software installation request fulfillment, and printer management.
  • Fulfillment of Hardware requests for End User Devices.
  • Installed, tested and evaluated new systems, applications and patches.
  • Created user accounts in AD and managed access rights for users.
  • Performed regular backups of critical data and documents.
  • Demonstrated proficiency in diagnosing and resolving technical issues remotely, ensuring minimal disruption to business operations.

Help Desk Analyst

Still Water HC
Vienna, VA
06.2022 - 09.2023
  • Researched, diagnosed, troubleshot, and identified solutions for customer issues.
  • Provided technical support to customers over the phone and email.
  • Reported and tracked service requests using ticketing system.
  • Identified customer needs and provided solutions in a timely manner.

Skills

  • Office 365
  • Servicenow
  • MECM
  • SCAP
  • Bomgar
  • Active Directory
  • Computer Management
  • Network troubleshoot
  • Endpoint Imaging

Certification

  • CompTIA Security+ expires september 2025
  • CompTIA A+ expires July 2026
  • N.O.L.S Leadership Course

Languages

English
Native/ Bilingual
French
Limited
Spanish
Native/ Bilingual

Affiliations

Rock climbing, Kayaking, Running, Weight lifter, Saxophone player.

Timeline

Help Desk Specialist/Junior System Administrator

Agile Defence
12.2023 - Current

Help Desk Analyst

Still Water HC
06.2022 - 09.2023

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Fernando Ponce De Leon