JOSE R. CERDA
Sacramento,CA
Summary
Professional with solid experience in providing technical support and resolving IT issues. Adept at troubleshooting, network management, and software installation. Strong focus on team collaboration and achieving results, ensuring reliability and adaptability in dynamic environments. Skilled in customer service, communication, and problem-solving, bringing both technical expertise and proactive approach to every challenge.
Overview
14
14
years of professional experience
5
5
Certifications
Work History
Help Desk Support Specialist
Pacific Gas & Electric
Sacramento, CA
12.2024 - 10.2025
- Provided phone and web-based technical support for Windows and iOS platforms in an enterprise service desk environment
- Troubleshot desktop, laptop, mobile device, network, and peripheral issues (Tier 1 support)
- Supported endpoint device management through Microsoft Intune MDM including device enrollment and policy application
- Assisted with Azure administration tasks including user account support and identity troubleshooting in Azure AD
- Created and prioritized incident tickets and work orders within enterprise ticketing systems
- Monitored alerts and escalated issues to infrastructure and engineering teams
- Documented incidents and solutions to improve internal knowledge base resources
- Provided technical support for hardware and software issues, ensuring timely resolution for end-users.
- Troubleshot network connectivity problems, improving overall system performance and user satisfaction.
Spanish Tier 2 Continuity+ iOS & macOS Technical Support
Apple
Sacramento, CA
08.2021 - 11.2023
- Performed advanced troubleshooting across iOS, iPadOS, and macOS, including diagnostics of Continuity features such as Handoff, AirDrop, Cellular Data, Continuity Camera, and Wi-Fi/Bluetooth interoperability
- Analyzed system, kernel, and crash logs using internal Apple tools to isolate software defects, configuration conflicts, and service-level failures
- Collaborated directly with Apple engineering and QA teams to escalate reproducible issues, supply detailed log packages, and validate fixes during internal testing cycles
- Led Tier 1-to-Tier 2 escalations by performing root-cause analysis, evaluating device telemetry, and providing resolution paths for complex hardware–software interactions
- Delivered expert Spanish-language technical support for AppleCare, ensuring accurate issue classification and high customer satisfaction in a fast-paced support environment
iTunes Tier 1 and Tier 2 Advisor
Apple
Sacramento, CA
05.2011 - 08.2021
- Supported digital media services by troubleshooting account and content issues
- Collaborated with internal teams to resolve complex platform issues
- Handled sensitive customer data while maintaining privacy standards
- Recognized with ACEA award and Top Performer status in 2012 and 2013
- Analyzed customer feedback data to identify trends, driving improvements in service delivery.
- Mentored junior advisors, fostering skill development and promoting a culture of continuous improvement.
Education
Licensed Pharmacy Technician -
California State Board of Pharmacy
Sacramento, CA01-2009
Skills
- Microsoft Azure
- Microsoft Intune MDM
- Azure Active Directory
- Active Directory
- Microsoft 365
- BMC Remedy
- SAP 770
- Asset Management
- Cisco Finesse
- Windows OS
- MacOS
- IOS
- WatchOS
- Software installation
- Remote support
- Network connectivity
- Incident management
- Hardware diagnostics
- Help desk software
- Ticketing systems
- Operating systems
- Report creation
- Customer education
- Technical support
- Endpoint Device Management
- Incident Management
- Technical Support
- Troubleshooting
- Customer Service
- Business Communications
- Call Monitoring for Quality Assurance
Certification
- Information Systems Risk Manager (ISRM) – Adams Academy Jan 2026
- CompTIA Security+ – Adams Academy Mar 2026
- Azure Administration – Adams Academy Mar 2026
- Cybersecurity with Mobile Device Management – Adams Academy Mar 2026
- Hardware, Operating Systems, Network & Security, Windows 10 Administration – Hemmersbach Technician Academy Sep 2024
Languages
Spanish
Native or Bilingual
Timeline
Help Desk Support Specialist
Pacific Gas & Electric
12.2024 - 10.2025
Spanish Tier 2 Continuity+ iOS & macOS Technical Support
Apple
08.2021 - 11.2023
iTunes Tier 1 and Tier 2 Advisor
Apple
05.2011 - 08.2021
Licensed Pharmacy Technician -
California State Board of Pharmacy