Summary
Overview
Work History
Education
Skills
Certification
Websites
Timeline
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GIOVANNI BALL

East Palo Alto,CA

Summary

Proficient in providing exceptional service and resolving technical issues across diverse IT environments. Dedicated to ongoing professional development through certifications and hands-on project experience. Demonstrated ability to enhance technical skills and contribute to team success.

Overview

2
2
years of professional experience
1
1
Certification

Work History

IT Technician L2

Metalsa
Fremont, CA
03.2025 - Current
  • Provided technical support to over 650 users for various IT-related issues
  • Assisted in troubleshooting network connectivity problems for employees
  • Supported over 700 new hires
  • Responded to or escalated tickets based on severity and internal policies governing responses
  • Provided assistance with user access, ensuring proper business justification

I.T. Technician

Kirkland & Ellis
San Francisco
11.2024 - 12.2024
  • Discharged new & existing iPhones from WorkspaceOne & Migrated into Intune
  • Provided desktop support for end-users
  • Prepared office rooms
  • Imaged & Deployed Thinkpads & HP devices
  • Setup MFA for user via Microsoft
  • Created iCloud accounts for users
  • Updated BIOS for Thinkpads & HP devices
  • Inventoried Monitors, iPhones, HP & Thinkpads via ServiceNow
  • Activated user ESIM for AT&T and Verizon
  • Set meetings for end-user support

I.T. Help/Service Desk Support

CapitalOne
San Francisco
04.2024 - 10.2024
  • One Identity Administrator: Reset & Unlock ActiveDirectory Accounts and ensured user followed password requirements
  • Configured end-user MFA such as Yubikey, TouchID, WindowsHello
  • Jamf & Intune Admin: Recovered end-user devices via Recover keys & Bitlocker
  • Ensured user had proper Access & helped request access to company resources via All-Access
  • Troubleshooted F5 VPN issues
  • Troubleshooted Hardware & Software issues in HP & MacOS devices
  • Resolved over 500 Tickets in ServiceNow
  • Documented all troubleshooting involved with ticket resolution

I.T. Support (Part-Time)

LeadOptik
San Jose
05.2024 - 07.2024
  • Configured Synology NAS
  • Deployed Synology NAS
  • Wrote articles to for features & 'How to' guides for Synology NAS
  • Setup back-ups via Google Workspace
  • Setup MFA

I.T. Front-Desk Support Intern

Roblox
San Mateo
07.2023 - 01.2024
  • Provisioned new Macbooks through JAMF Device Endpoint Management
  • Troubleshooting experience with Dell, MSI, Titan Desktops, Yeiyan Desktops
  • Install, configure, test, and troubleshoot end-user computers and supported software/applications
  • Okta administrator: reset passwords, and reset MFAs
  • PC hardware reconfiguration: replace motherboards, RAM, storage, etc.
  • Worked with Senior IT Techs and managers to revamp end user pickup experience at the Ro-Bar (Roblox helpdesk)
  • Helped end-users identify technical issues with computers and reported them to the Asset Manager to send to Dell or Apple for repair
  • Acted as front line support for software and hardware requests via walk ups and tickets
  • Documented all troubleshooting involved with ticket resolution
  • Resolved over 900 tickets within six months via Zendesk Managed assets in ServiceNow and Asset Tiger
  • Active Directory admin to reset passwords, pull bitlocker recovery keys, and unlocking accounts.
  • Created internal articles via Confluence for common errors faced on user end

Education

Yearup Trainee - Information Technology

Year Up
Menlo Park
01.2024

Skills

  • Imaging macOS and Windows devices
  • Software troubleshooting
  • Hardware troubleshooting
  • Zendesk ticketing systems
  • Microsoft 365 Office
  • Okta admin
  • Google Workspace
  • Synology setup
  • Active Directory admin
  • ServiceNow admin
  • Atlassian article creation
  • Duo
  • 1Password
  • One Identity
  • Jamf Admin
  • Asset management
  • Intune admin
  • Device imaging

Certification

Google IT Support Certificate - https://coursera.org/share/705da2cb36ec9993a448923cea1af2f

Timeline

IT Technician L2

Metalsa
03.2025 - Current

I.T. Technician

Kirkland & Ellis
11.2024 - 12.2024

I.T. Support (Part-Time)

LeadOptik
05.2024 - 07.2024

I.T. Help/Service Desk Support

CapitalOne
04.2024 - 10.2024

I.T. Front-Desk Support Intern

Roblox
07.2023 - 01.2024

Yearup Trainee - Information Technology

Year Up

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