Meer Lihony
Sacramento,CA
Summary
Entry-level IT Professional with hands-on experience in desktop support, system troubleshooting, and enterprise deployment across cloud and SaaS environments. Skilled at delivering first-line technical support, documenting solutions, and maintaining high user satisfaction in fast-paced, secure, and data-sensitive settings. Experience with imaging, configuration, deployment of enterprise-level hardware & software in a healthcare setting, password resets, troubleshooting guidance, ticket triage and SLA handling. Skilled in troubleshooting hardware & software issues, optimizing IT support workflows, & enhancing system security. Proven ability to maintain high client satisfaction standards.
Overview
5
5
years of professional experience
Work history
Desktop Technician I
Sutter Health
Roseville, California
06.2025 - 11.2025
- Image and configure 40+ devices daily, including computers, laptops, all-in-ones, and workstation-on-wheels (WOW) carts.
- Install & configure between 4 & 8 healthcare software, and 3 scripts to meet deployment project needs on 10,650 devices across all Sutter Health locations.
- Apply hardware & software repairs & replacements across clinical workstations scanners, & LAN interfaces.
- Performed identity and access management tasks such as account creation, removals, and password resets through Active Directory to support onboarding and offboarding workflows.
- Provided first-line technical support to medical staff and internal teams, resolving tickets in ServiceNow while prioritizing requests based on urgency, severity, and business impact.
- Guided end-users through troubleshooting steps and self-service resources, empowering non-technical staff to resolve simple issues independently.
- Maintained and updated internal documentation and technical notes to improve support efficiency and knowledge transfer across technical team.
- Support medical staff transitions with minimal downtime, ensuring high satisfaction and seamless operations.
Experience Consultant
Samsung Electronics
Sacramento
04.2021 - 01.2022
- Acted as first point of contact for customers troubleshooting mobile devices, tablets, and connected ecosystems, resolving technical issues both in person and remotely.
- Guided customers through step-by-step troubleshooting with patience and clear communication, ensuring even non-technical users felt supported and confident.
- Built strong rapport and trust with users by listening first, validating concerns, and maintaining calm and positive approach — resulting in consistently high satisfaction ratings.
- Prioritized multiple user requests simultaneously, assessing urgency and impact to ensure high-value and time-sensitive issues were addressed quickly.
- Researched customer behaviour and implemented service-focused sales strategies that improved store revenue by 35% and product adoption by 67%.
- Frequently requested by returning customers and colleagues for support due to communication style, patience, and ability to solve problems quickly while maintaining positive experience.
Education
Bachelor of Science - Human Systems Engineering
Arizona State University
Tempe, ArizonaSkills
- IT Support Tools/CRM:
- ServiceNow
- Active Directory
- Salesforce
- Password Reset
- Troubleshooting Guidance
- Communication
- Operating Systems:
- MacOS
- Windows
- iOS
- Android OS
- Hardware & Software Support:
- Installation/ Repair
- Configuration
- Maintenance
Education & Projects
Network Security Enhancement, ASU (2024-01 - 2024-02):
Designed & deployed advanced security protocols in a simulated environment, reducing vulnerabilities by 30% & improving desk response times by 20%.
Robotics, Equine Facility Security System, ASU (2024-04 - 2024-08):
Built four CAD-designed autonomous security robots, improving coverage by 47% & reducing incidents by 66%.
Netflix UI Enhancement, ASU (2024-08 - 2025-01): Conducted Usability Testing and redesigns that boosted engagement by 18%, task speeds by 25%, & satisfaction by 55%.
Accomplishments
Dean's List, National Society of Leadership and Success
Timeline
Desktop Technician I
Sutter Health
06.2025 - 11.2025
Experience Consultant
Samsung Electronics
04.2021 - 01.2022
Bachelor of Science - Human Systems Engineering
Arizona State University