JARED SANDOVAL
Irving,TX
Summary
Army Veteran and experienced Service Desk and Help Desk Technician with over 7 years of experience supporting users in fast-paced environments. Skilled in troubleshooting hardware, software, and connectivity issues, managing Active Directory accounts, and supporting Microsoft 365 applications. Strong background in tracking and documenting incidents, providing support via phone and remote tools, and delivering reliable customer service while working both independently and as part of a team.
Overview
1
1
Certification
8
8
years of professional experience
Work History
Help Desk Support Specialist, Contract
NextPath Career Partners
Riverview, FL
05.2025 - 03.2026
- Provided technical support for hardware and software issues via ticket system, Microsoft teams, Outlook, and phone ensuring timely resolution for users.
- Supported users with setup and troubleshooting of computers, printers, and desk phones, ensuring minimal downtime.
- Enhanced ticketing system management to track and prioritize support requests, improving response times.
- Created and managed user accounts, groups, and workstations through Active Directory, streamlining user access.
- Facilitated security badge requests through symmetry servers for employees.
- Assisted with O365 migration for users moving from our company to another
Service Desk Technician
ECA Staffing Solutions
Apollo Beach, FL
02.2024 - 07.2024
- Provided remote support by responding to calls from a diverse user base.
- Created and tracked tickets in Service now.
- Created and track tickets in Service now.
- Troubleshot Remote Desktop issues for applications including Citrix, SoftPro, Exos, Microsoft 365, Azure web portal, and SmartView.
Information Technology Specialist- Supervisor Role
United States Army Active Duty
Fort Drum, New York
01.2023 - 12.2023
- Managed a diverse team to enhance collaboration and achieve operational goals.
- Led team in fast-paced environment through effective communication and collaboration, enhancing mission readiness.
- Led and provided IT training to improve IT Security fundamentals.
- Maintained millions of dollars worth of Army IT assets, ensuring that the equipment was operational and mission ready at all times.
- Maintained millions of dollars worth of Army IT asset’s, ensuring that the equipment was operational and mission ready at all times.
- Maintained documentation of IT training for the Battalion to avoid any lapses in deployment readiness.
- Ability to adapt to changes in a fast paced environment and ability to make decisions in critical moments.
Information Technology Specialist
United States Army
Fort Drum, NY
03.2019 - 12.2022
- Managed user accounts and user computers in Active Directory as well as assigned permissions
- Tracked and uploaded user training in ATCTS to ensure compliance and effective user maintenance
- Installed, modified, and repaired software and hardware to resolve technical issues
- Provided basic end-user troubleshooting and desktop support
- Analyzed issues to identify troubleshooting methods needed for quick remediation
- Analyzed issues to determine troubleshooting methods for timely remediation
- Installed new desktop systems and migrated data to new machines
- Tracked and uploaded user training into ATCTS for the maintenance and compliance of end users
- Installed and configured user applications and re-imaged computers for end users.
- Logged activities in tracking system to maintain accurate, timely records
- Served as communications security clerk, managing sensitive information and ensuring data security protocols were followed.
Information Technology Specialist
United States Army
03.2019 - 03.2020
- Facilitated communication between agents
- Administered unclassified and classified systems, ensuring compliance with security protocols
- Provided basic troubleshooting and desktop support to optimize user experience and system functionality
Service Desk Technician
Cornerstone Staffing Solutions LLC
Richardson, Texas
07.2026 - Current
- Provide Tier 1 technical support for desktops, laptops, printers, mobile devices, and peripheral equipment.
- Troubleshoot Windows, Microsoft 365, VPN, connectivity, hardware, software, and application-related issues.
- Perform password resets, user account administration, and access management within Active Directory and Microsoft Entra ID (Azure AD).
- Respond to and resolve support requests through a ticketing system while meeting established service level agreements (SLAs).
- Support employee onboarding and offboarding, including account provisioning, hardware deployment, and workstation setup.
- Assist remote users using remote support tools.
- Document troubleshooting steps, resolutions, and customer interactions within the ticketing system.
- Escalate complex or unresolved issues to senior technical teams as appropriate.
- Assist with workstation imaging, software installations, updates, and patching activities.
- Deliver professional, customer-focused support to employees with varying levels of technical proficiency.
- Participate in occasional after-hours or on-call support as needed.
Education
Lennard High School
Ruskin, FLSkills
- Help Desk
- Technical Support
- Desktop Support
- Remote Support
- Software Troubleshooting
- Network Troubleshooting
- Network Connectivity
- Software Installation
- Printer Troubleshooting
- Active Directory
- User Account Management
- Permissions management
- Incident Response
- Tracking & Documentation
- Support Ticket System Management
- Ticket managements
- Service Desk Leadership
- IT Service Management
- Troubleshooting Windows Microsoft 365
- Azure Web Portal
- Citrix
- Remote Desktop Support
- Data Migration
- System Imaging
- Computer Hardware
- Computer Workstation Setup
- Experience supporting Apple IOS and iPad hardware, Windows 10/11 and hardware
- Strong communication with customers
- Customer service expertise
- Ability to prioritize work
- Ability to work with ServiceNow
- Ability to prioritize work
- Service Desk Leadership
Certification
CompTIA Security+ Certification
Timeline
Service Desk Technician
Cornerstone Staffing Solutions LLC
07.2026 - Current
Help Desk Support Specialist, Contract
NextPath Career Partners
05.2025 - 03.2026
Service Desk Technician
ECA Staffing Solutions
02.2024 - 07.2024
Information Technology Specialist- Supervisor Role
United States Army Active Duty
01.2023 - 12.2023
Information Technology Specialist
United States Army
03.2019 - 12.2022
Information Technology Specialist
United States Army
03.2019 - 03.2020
Lennard High School