Open To Work
Luis Gabriel Caguiat
IT Professional
Temecula,US
Summary
IT professional with a Bachelor of Science in Computer Science from California State University San Marcos and progressive experience supporting higher education, municipal, and enterprise healthcare environments. Began career providing Tier 1 & 2 support for 20,000+ university users, advancing to onsite municipal infrastructure support and currently supporting large-scale healthcare operations across 16,000+ users and 63 locations. Experienced in Identity and Access Management (IAM), Active Directory, Epic EHR support, Azure Multi-Factor Authentication, endpoint lifecycle management, and ITIL-based incident triage. Strong focus on secure access governance, operational continuity, and enterprise-scale technical support.
Work History
Service Desk Analyst
Scripps Healthcare
San Diego, CA
02.2025 - Current
- Maintained compliance with healthcare security and access control policies(HIPAA-aligned environments).
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Coordinated efforts with IT teams to troubleshoot and resolve complex issues,
maintaining optimal functionality for end users. - Facilitated user account recovery across various platforms, including Active Directory and Epic EHR.
- Managed IAM request tickets to ensure timely access to applications and creation of new user accounts.
- Assessed and triaged IT incidents across clinical and non-clinical departments, escalating to appropriate technical teams to minimize operational disruption across
63 healthcare locations. - Managed monitoring of Azure Two-Factor Authentication to enhance security protocols.
- Supported implementation of autopilot imaging devices to streamline processesand improve accuracy for Remote employees
IT Consultant
City of Menifee
Menifee, CA
05.2024 - 02.2025
- Apply IT hardware and software management principles, methods, and procedures for troubleshooting issues, email account management, audio/video/web teleconferencing capabilities, and smartphone technology.
- Implemented security measures including multi-factor authentication (MFA) DUO.
- Deployed mobile devices with the use of ADM and IBM Maas360.
- Assist users in gaining access to remote access applications, install the required software, train users, and resolve technical issues.
- Improved service quality by consistently monitoring SLA compliance and implementing corrective actions.
IT Consultant
Hyperion Creative Design Group
Cypress, CA
01.2024 - 05.2024
- Assisted in various issues associated with Microsoft365, AutoCAD, and other various software required for drafting architectural plans.
- Installation of Desktops, network printers, and also Mesh wifi routers.
- Consulted with engineering team members to determine system loads and develop improvement plans.
Help Desk Technician /Floor Coordinator
California State University San Marcos
San Marcos, CA
09.2022 - 01.2023
- Oversaw 20,000+ users on a wide range of issues related to hardware and software.
- Identified, diagnosed, and worked with other groups to resolve Tier 1 & 2 technical problems for hardware and software-related issues.
- Assisted users with account issues including, but not limited to password resets, inability to access programs, and new student account questions.
- Maintained a 98% Satisfaction Rating with 2000+ resolved tickets and request.
- Monitored employee performance, providing constructive feedback for continuous improvement and development.
- Walked individuals through basic troubleshooting tasks.
Education
Bachelor of Science - Computer Science
12.2023
- Elected to Vice President of Growth and Recruitment for Alpha Sigma Phi in 2022-2023
Associate of Science - Computer Science And Information Systems
06.2021
Skills
- Mobile Device Deployment
- Windows/Mac systems
- Technical issues analysis
- Data recovery
- Troubleshooting and diagnostics
- IT Asset Management
- Software Installation
- Ticket management
- Hardware Repair
- Customer Service
Work Preference
Work Type
Full TimeLocation Preference
On-SiteRemoteHybridTimeline
Service Desk Analyst - Scripps Healthcare
02.2025 - Current
IT Consultant - City of Menifee
05.2024 - 02.2025
IT Consultant - Hyperion Creative Design Group
01.2024 - 05.2024
Help Desk Technician /Floor Coordinator - California State University San Marcos
09.2022 - 01.2023
California State University San Marcos - Bachelor of Science, Computer Science
Palomar College - Associate of Science, Computer Science And Information Systems