Peter Diaz
Queens
Summary
Helpdesk Support Engineer with experience working at a Managed Service Provider (MSP), supporting a wide range of clients across various industries in both remote and onsite environments. Skilled at troubleshooting hardware, software, networking, and access issues across Windows and macOS systems. Regularly provide in-person support for high-priority clients while managing tickets, calls, and emails from users across multiple organizations. Comfortable working with SaaS platforms and cybersecurity tools, with a strong focus on clear communication, dependable support, and a proactive approach to problem-solving. Known for building strong, positive relationships with users and collaborating effectively with teams.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Helpdesk Support Engineer
Managed Service Provider EkoTechs
09.2022 - Current
- Provide Tier 1 & Tier 2 technical support for Windows and macOS laptops, desktops, and peripherals across 70+ client environments.
- Administer Active Directory, Azure AD (Entra ID), Office 365, Google Admin Console, and JumpCloud including account provisioning, password resets, group management, and routine monitoring/maintenance to ensure compliance
- Deploy, configure, and troubleshoot end-user devices, applications, and AV setups while managing hardware inventory and coordination of shipping/receiving of laptops and peripherals to ensure smooth onboarding and support
- Manage and troubleshoot Slack, Microsoft Teams, and Zoom environments for hybrid collaboration.
- Monitor and maintain endpoint security tools including CrowdStrike, IRONSCALES, and Bitdefender, strengthening endpoint protection across client systems.
- Troubleshoot network connectivity issues (TCP/IP, DHCP, DNS, Wi-Fi, VPN) and resolve service requests through ticketing systems (Jira, Atera) to minimize downtime for onsite and remote users.
Education
Associate Degree - Information & Network Security
Laguardia Community College
Long Island City, NY06.2022
Skills
- Windows, macOS
- Active Directory, Office 365 Admin, Google Admin Console, JumpCloud, Apple Business Manager (ABM), familiarity with Jamf
Operating Systems
Identity & Administration
- Slack, Microsoft Teams, Zoom
- CrowdStrike, IRONSCALES, Bitdefender, Barracuda
Collaboration & Communication
Security & Endpoint Management
Certification
- CompTIA Network+ - In Progress
- CompTIA Security+ - In Progress
Additional Highlights
- Strong experience supporting multi-client environments under fast-paced MSP conditions
- Comfortable balancing daily remote support with onsite visits and client-facing communication
- Actively developing skills in cybersecurity operations, endpoint security, and systems administration
Languages
Spanish
English
Timeline
Helpdesk Support Engineer
Managed Service Provider EkoTechs
09.2022 - Current
Associate Degree - Information & Network Security
Laguardia Community College
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