Jesse Guthrie
Sherman Oaks,CA
Summary
Experienced Desktop Support Technician with over 5 years of delivering technical support services to large enterprises. Adept in troubleshooting, problem-solving, and resolving complex issues efficiently, while maintaining exceptional customer service and ensuring user satisfaction.
Overview
7
7
years of professional experience
Work History
L2 IT Helpdesk Support Technician
Penny Lane Centers (Thru Roth Staffing)
08.2024 - 02.2025
- Migration to Microsoft Entra Cloud: Assisted in the project to migrate all employees from on-premises systems to the Microsoft Entra cloud
- Remote Support: Provided remote support to over 500 employees using Zoho Assist and Microsoft’s Quick Assist
- Microsoft 365 Support: Supported Microsoft 365 cloud products including Office Suite, OneDrive, Windows 10 and 11, SharePoint, and Microsoft Teams
- Intune for MDM: Assisted in managing mobile device management through Intune
- Windows Migration: Assisted in the project to migrate employees from Windows 10 to Windows 11
- Employee Onboarding and Offboarding: Assisted in managing the onboarding and offboarding process for employees and handled all support tickets
- Administration: Assisted in managing employees and devices through various admin panels including Microsoft Entra, Microsoft 365, Microsoft Intune, Microsoft Exchange Online, and Microsoft SharePoint
- Ticketing system: Created and answered tickets using the Freshservice ticket systems
L2 IT Helpdesk Support Technician
Regal Medical Group (Thru Greenfield Partners)
10.2023 - 04.2024
- Responded to support requests via phone and electronically
- Provided helpdesk support for company software such as NextGen and EZ-CAP, as well as support for Windows 10, hardware, network, and printers to employees working remotely or in the office
- Diagnosed and resolved technical hardware, OS, software, network, and printer-related issues
- Setup and configured new or refurbished laptops and desktops and deployed as necessary
- Coordinated with team leaders to help identify new and emerging issues
- Demonstrated the ability to multitask with strong time management
- Documented issues within the 'Track-It' ticketing system with about a 90% overall ticket completion rate
White Glove Desktop Support Technician
US Bank/NTT Data (Thru GTN)
04.2023 - 07.2023
- Delivered service according to the client’s policy by performing installations, moves, adds, changes, and break fixes to desktops and laptops
- Provided daily status reports to White Glove employees detailing progress against service level agreements and suggesting improvements to meet or exceed expectations
- Helped decrease the number of tickets referred to the L2 team by 16% by working with new members to understand capabilities and limitations
- Coordinated with team leaders to identify migration issues, organize and conduct meetings with end-users to align and improve the migration process, which prevented the creation of tickets by 20%
- Educated users on features of the new system, providing onsite and remote assistance, demonstrating how to operate the system, and resolving any technical issues
Deployment Technician
Cedars Sinai/NTT Data (Thru GTN)
04.2022 - 03.2023
- Delegated work between a team of 10 to 20 employees
- Helped resolve customer issues with a 96% first contact resolution rate, using remote and deskside support, according to client policy
- Performed troubleshooting in a hospital environment, including parts replacement, system upgrades, and basic deployments & repair on employee assets in campus/remote locations when needed
- Deployed desktop workstations and laptops throughout the hospital/campus by imaging using SCCM
- Deployed new PCs, laptops, printers, and set up user accounts in Windows/Active Directory and M365
- Created and provided reports to supervisors and other team members that detailed the status of projects, resulting in improved organization and time management
Deployment Technician
Forest Lawn (Thru Robert Half)
10.2021 - 03.2022
- Used SCCM (Systems Center Configuration Manager) and the Windows Deployment Toolkit (MDT) to image, configure, and back up all computers and laptops for the Windows 10 Migration Project, resulting in 100% compliance by the end of the project
- Used Microsoft Endpoint Manager to add employees and assets to Microsoft Intune, enabling the company to remotely manage and monitor employee devices
- Helped maintain a 95% software deployment success rate for all desktops and laptops by pushing software and activating Windows through Quest’s Kace manager
- Helped guide each employee through the setup of recently deployed assets (laptops and mobile devices) by using Bomgar, TeamViewer, and in-person, resulting in a 50% reduction in time spent from the previous process
- Conducted regular follow-ups with end-users to ensure full satisfaction and maximum optimization of the newly configured systems
Desktop Support
Protiviti Inc/LA Elections (Thru Robert Half)
10.2020 - 11.2020
- Provided onsite Field Service support for ePollbooks (iPads), BAM Printers, CradlePoint Router, UPS, and Ballot Marking Devices
- Collaborated with senior management to update inventory records for out-of-service or replaced equipment
- Recorded all service tickets in the Cherwell ticket system, using data gathered from in-person contact with employees
Deployment Technician
The Village Family Services (Thru Robert Half)
09.2019 - 03.2020
- Successfully migrated over 300 systems from Windows 7 to Windows 10 within a 7-month period
- Successfully migrated over 300 systems from Office 2013 to Microsoft 365 within a 7-month period
- Successfully migrated over 300 phones from Mobile Iron to Microsoft Intune within a 7-month period
- Provided full Windows 10 and M365 support on both PC and MAC, including password resets and new employee setup
- Created support documents for the installation of 110 workstations with new monitors, keyboards, and mice for an office move/relocation
- Performed trouble call resolution, diagnosis of complex problems, advanced problem resolution, tech support follow-up, and professional interaction with other IT employees, co-workers, and outside vendors
Deployment/Computer Helpdesk Technician
Parsons Corp (Thru System One)
10.2018 - 07.2019
- Helped install and upgrade 900+ PCs from Windows 7 to Windows 10 within a 10-month period using an MDT drive or PXE
- Created support documents and How-To’s which lowered employee support calls by up to 40% and helped IT staff resolve issues by 20%
- Configured all hardware and software as needed on every client workstation (including adding to the domain, backing up and restoring client data using either Parsons PC Backup (HP Product) or Microsoft’s OneDrive, mapping drives, setting up and verifying connection of Cisco AnyConnect VPN, printer setup, SCCM updates, and driver/BIOS updates)
- Performed trouble call resolution, diagnosis of complex problems, advanced problem resolution, tech support follow-up, and professional interaction with other IT employees, co-workers, and outside vendors
Deployment/Computer Helpdesk Technician
Worley Parsons (Thru Energy Resourcing)
04.2018 - 10.2018
- Helped Install and upgrade 300+ PCs from Windows 7 to Windows 10 within a 7-month period using an MDT drive or PXE
- Created support documents and How-To’s which lowered employee support calls by up to 40% and helped IT staff resolve issues by 20%
- Configured all hardware and software as needed on every client workstation (including adding to the domain, backing up and restoring client data using either Parsons PC Backup (HP Product) or Microsoft’s One Drive, mapping drives, setting up and verifying connection of Cisco AnyConnect VPN, printer setup, SCCM updates, and driver/BIOS updates)
- Performed trouble call resolution, diagnosis of complex problems, advanced problem resolution, tech support follow-up, and professional interaction with other IT employees, co-workers, and outside vendors
Education
Computer Networking and Desktop Support -
City College of San Francisco
San Francisco, CAGED -
City College of San Francisco
San Francisco, CAElectronics -
Middle Bucks Institute of Technology
Jamison, PASkills
- Desktop support
- IT helpdesk
- Field service support
- Windows
- Mac OS
- IOS
- Android
- Microsoft Teams
- ServiceNow
- Jira
- VPN
- Video conferencing tools
- Cisco AnyConnect
- Webex
- Hardware troubleshooting
- Software troubleshooting
- Software deployment
- Inventory management
Skills And Expertise
Proficient in desktop support, IT helpdesk, field service support, Windows, Mac OS, IOS, Android, Microsoft Teams, ServiceNow, Jira, Cisco AnyConnect, Webex, hardware and software troubleshooting, software deployment, inventory management
Timeline
L2 IT Helpdesk Support Technician
Penny Lane Centers (Thru Roth Staffing)
08.2024 - 02.2025
L2 IT Helpdesk Support Technician
Regal Medical Group (Thru Greenfield Partners)
10.2023 - 04.2024
White Glove Desktop Support Technician
US Bank/NTT Data (Thru GTN)
04.2023 - 07.2023
Deployment Technician
Cedars Sinai/NTT Data (Thru GTN)
04.2022 - 03.2023
Deployment Technician
Forest Lawn (Thru Robert Half)
10.2021 - 03.2022
Desktop Support
Protiviti Inc/LA Elections (Thru Robert Half)
10.2020 - 11.2020
Deployment Technician
The Village Family Services (Thru Robert Half)
09.2019 - 03.2020
Deployment/Computer Helpdesk Technician
Parsons Corp (Thru System One)
10.2018 - 07.2019
Deployment/Computer Helpdesk Technician
Worley Parsons (Thru Energy Resourcing)
04.2018 - 10.2018
GED -
City College of San Francisco
Electronics -
Middle Bucks Institute of Technology
Computer Networking and Desktop Support -
City College of San Francisco
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