Hugo Zavala
Arlington
Summary
Senior Desktop Support Technician with 10+ years of experience supporting enterprise IT environments, healthcare systems, and military operations. Holds an active U.S. Government Security Clearance. Proven expertise in Active Directory, VMware, endpoint security, and network troubleshooting. Track record of leading infrastructure migrations, compliance initiatives, and security deployments in fast-paced, regulated environments. Recognized for reliability, technical depth, and the ability to bridge complex IT operations with clear end-user support.
Overview
22
22
years of professional experience
Work History
Manager
USMD Hospital at Arlington
Arlington, TX
01.2017 - Current
- Oversaw Active Directory migration projects from hospital to corporate domains to facilitate efficient integration and continuity of operations.
- Supported Microsoft Azure environment including Azure Active Directory, user provisioning, and cloud-based identity management for hospital staff
- Gained hands-on experience with Microsoft Azure services including virtual machines, resource groups, and cloud infrastructure management
- Deployed and managed Microsoft Defender for Endpoint across the enterprise, replacing legacy AV solutions and strengthening threat protection
- Configured Microsoft Defender security policies, managed endpoint detection and response (EDR) alerts, and remediated identified threats
- Administered VMware environments - virtual machines, clusters, and hypervisors - supporting high-availability workloads
- Managed AD accounts, GPO updates, file permissions, and access control for a large user base
- Resolved complex LAN/WAN, routing, and switching issues, reducing network-related incidents and improving uptime
- Monitored security logs and responded to threats across Defender, AV, and firewall systems per security policy
- Led desktop support initiatives to enhance system performance and user satisfaction across hospital departments.
- Provided advanced troubleshooting for hardware and software issues, resolving complex technical problems efficiently.
- Oversaw daily operations, ensuring compliance with healthcare regulations and standards.
- Led interdisciplinary teams to enhance patient care and operational efficiency.
Information Technology Specialist (25B)
Texas Army National Guard - 56th IBCT HHC
Fort Worth, TX
01.2004 - Current
- Hold an active U.S. Government Security Clearance, enabling support for classified and sensitive military networks
- Provide IT support and systems administration for brigade headquarters, maintaining mission-critical communications infrastructure
- Install, configure, and troubleshoot hardware, software, and network systems in both garrison and field environments
- Manage user accounts, permissions, and access controls; ensure data integrity and system security across military networks
- Support and maintain classified and unclassified network systems in compliance with Army cybersecurity policies (RMF/STIG)
- Perform diagnostics and repairs on computers, servers, and communications equipment to ensure operational readiness
- Train and mentor junior soldiers on IT systems, equipment operation, and technical troubleshooting procedures
- Coordinate with higher headquarters on network connectivity, equipment requisitions, and technology upgrades
- Maintain detailed records of IT assets, maintenance activities, and technical documentation
Desktop Support Lead
Texas Regional Medical Center at Sunnyvale
Sunnyvale, TX
09.2014 - 01.2016
- Led desktop support for clinical and administrative environments in a fast-paced healthcare setting
- Supported specialized healthcare applications: Clinical Suite (AS400), MedHost, Centricity, ComplyMD, and Novius
- Managed Active Directory accounts, user access provisioning, and security group memberships
- Configured HL7 interfaces and supported healthcare system integrations across clinical platforms
- Maintained VoIP systems including NEC phones and SpectraLink wireless handsets
- Performed enterprise system imaging and deployments using KACE
- Supported mobile devices (iPhone, iPad, Android) for clinical and remote staff
- Tracked and resolved incidents using Remedy ticketing system; supported remote physicians and offsite users
Level 2 Support Technician
Alcon (Novartis Company)
Fort Worth, TX
08.2012 - 08.2014
- Provided Tier 2 desktop support for 5,000+ users across the Fort Worth region
- Diagnosed and resolved hardware/software issues, minimizing downtime and improving user productivity
- Managed Active Directory accounts, password resets, and access requests
- Imaged and deployed laptops for new hires; maintained IT inventory and asset tracking
IT Field Support Technician
MetroStat
Garland, TX
08.2011 - 07.2012
- Diagnosed and resolved hardware, software, and connectivity issues across multiple client sites
- Deployed and maintained desktop/laptop images using remote deployment tools
- Installed and configured systems, software, and peripherals; provided end-user training and support
Education
Computer & Information Sciences, Information Technology
Central Texas College
01-2011
Skills
- Active Directory
- Group Policy (GPO)
- VMware
- Endpoint Protection
- LAN/WAN
- RDP
- Windows OS
- Android
- HL7 Interfaces
- System Imaging & Deployment
- Remote Support
- Backup & Recovery
- Asset Management
Additional
Active member, Texas Army National Guard (20+ years of service) - demonstrating discipline, leadership, and commitment to duty alongside a full professional IT career., Hands-on experience with HL7 integrations, clinical application support, and HIPAA-aware IT operations.
Timeline
Manager
USMD Hospital at Arlington
01.2017 - Current
Desktop Support Lead
Texas Regional Medical Center at Sunnyvale
09.2014 - 01.2016
Level 2 Support Technician
Alcon (Novartis Company)
08.2012 - 08.2014
IT Field Support Technician
MetroStat
08.2011 - 07.2012
Information Technology Specialist (25B)
Texas Army National Guard - 56th IBCT HHC
01.2004 - Current
Computer & Information Sciences, Information Technology
Central Texas College