Giovanni Figueroa
Olympia,WA
Summary
Detail‑oriented IT specialist with experience in hardware support, Microsoft 365 troubleshooting, and Windows device maintenance. Through my internship with the Department of Health, I gained hands‑on practice with ticketing systems, account support, and device provisioning. I regularly assisted users with technical issues through clear, patient communication. I bring a strong learning mindset and a reliable, solution‑oriented approach to IT support.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Fulfillment Center Warehouse Associate
Amazon
Lacey, WA
10.2021 - Current
- Utilized Inventory Management System (IMS) to process inbound/outbound shipments, including sorting, picking, packaging, inventory control, and storage.
- Efficiently processed 15,000–20,000 boxes in the receiving section per shift, ensuring timely distribution within a 10-hour window.
- Assisted new fulfillment employees with operational procedures and safety techniques to maintain compliance and efficiency.
- Supported team members in meeting tight deadlines within a fast-paced, high-volume environment with shifting priorities.
- Downloaded truck shipments to prevent distribution delays and minimize wait times.
- Used industrial power equipment (PIT) including pallet drivers and conveyor belts for merchandise transport and logistics flow.
- Increased accuracy in order picking by utilizing electronic scanning devices and following established procedures.
Intern
Department of Health
Tumwater, WA
10.2016 - Current
- Shadowed front desk and phone support teams to learn daily IT workflows, ticket triage, and customer service protocols.
- Performed surplus processing on retired laptops: removed RAM/SSD/HDD, updated Service Central records, and organized recycling documentation.
- Assisted with password resets, RSA token recovery, and account troubleshooting using Active Directory.
- Troubleshot Wi‑Fi and performance issues by reinstalling adapters via Device Manager and performing system updates.
- Supported onboarding of new employees: domain joins, laptop provisioning, and equipment setup.
- Resolved Microsoft 365 issues including Outlook sync failures, OneDrive errors, and shared mailbox access problems.
- Installed applications via Company Portal and performed device cleanup (storage management, profile removal).
- Set up monitors, docking stations, and peripherals across multiple workstations; relocated hardware between buildings.
- Tracked support requests and asset updates in Service Central, following established IT service desk procedures.
- Reviewed legacy documentation and identified outdated entries, contributing to improved asset records and knowledge base accuracy.
- Gained hands-on experience with VPN reconnection support, phishing email reporting, and remote assistance tools.
- Communicated technical solutions clearly to non-technical users during walk-in and phone support interactions.
- Gained hands-on experience with phishing email reporting, VPN reconnection steps, and Microsoft 365 troubleshooting.
Education
Bachelor of Applied Science - Cybersecurity
Clover Park Technical College
Lakewood, WAAssociate of Applied Science - Information Technology Computer Support
South Puget Community College
Olympia, WA12.2020
High School Diploma - undefined
North Thurston High school
Olympia, WA06.2017
Skills
- Microsoft 365 (Outlook, Teams, OneDrive, Excel, Word)
- Windows 10/11 troubleshooting
- Active Directory (password resets, account lookups, RSA token recovery)
- Service Central / ServiceNow ticketing systems
- Hardware diagnostics (docking stations, monitors, peripherals, POST checks)
- Basic networking concepts (Wi‑Fi adapters, VPN connectivity, Ethernet setup)
- Device provisioning (domain joins, laptop setup, mobile device provisioning)
- Application installation and updates (Company Portal, system cleanup)
Certification
- CompTIA A+ Certification - Originally certified May 23, 2022-2025; currently pursuing re-certification (expected 2026)
- Cisco Networking Essentials - September 25, 2023
- Mentoring Certificate (Mentee) - November 2023
Timeline
Fulfillment Center Warehouse Associate
Amazon
10.2021 - Current
Intern
Department of Health
10.2016 - Current
Associate of Applied Science - Information Technology Computer Support
South Puget Community College
High School Diploma - undefined
North Thurston High school
Bachelor of Applied Science - Cybersecurity
Clover Park Technical College
Customer Service & Collaboration
- Delivered high-quality customer service in a fast-paced food service environment, ensuring quick resolution of guest concerns and smooth daily operations.
- Shared technical knowledge with team members, contributing to skill development and improved productivity.
- Promoted equity and inclusion by respecting diverse perspectives and fostering a collaborative support culture.
- Maintained detailed documentation of troubleshooting steps and resolutions to support knowledge transfer and process improvement.