Ray Siguenza
Auburn,WA
Summary
Dynamic EUS Support Specialist with proven expertise at Sound Credit Union, excelling in Active Directory management and remote troubleshooting.
Overview
14
14
years of professional experience
1
1
Certification
Work History
EUS Support Specialist II
Sound Credit Union
Tacoma
05.2024 - 08.2025
- Transformed onboarding processes by efficiently setting up new user accounts and deploying essential hardware, ensuring a smooth and high-performance start for new employees.
- Spearheaded the seamless deployment and management of desktops, laptops, printers, and essential IT equipment across all branches.
- Enhanced communication infrastructure by provisioning and managing new email accounts via Microsoft Exchange and Office 365 Admin, strengthening organizational connectivity.
- Maximized system reliability by executing PC refreshes, managing asset inventory, and imaging new machines via SCCM.
- Elevated helpdesk capabilities by mentoring new staff in technical troubleshooting, discovery methodologies, and advanced diagnostics, covering hardware, software, and network systems.
- Strengthened remote support efficiency through proficiency in various remote software applications, training new support staff in best practices for secure and effective remote access.
- Orchestrated execution of 15 local and remote telecommunication projects, ensuring timely completion from inception to implementation.
- Revitalized SharePoint sites with updated content and strategic edits, enhancing workflow and accessibility through data querying expertise.
EUS Support Specialist II
F5 Networks
Seattle
10.2020 - 09.2023
- Optimized system processes and operational support across all branches and corporate offices, ensuring seamless functionality and efficiency.
- Diagnosed and eliminated hardware, software, and network connectivity issues, delivering swift resolutions that minimized downtime.
- Improved end-user experience through implementation of maintenance strategies and upgrades to PCs and related equipment.
- Executed comprehensive troubleshooting across desktops, laptops, servers, WAN, LAN, and remote systems, ensuring system reliability and peak performance.
- Resolved complex technical issues as a trusted resource for problem identification and resolution.
- Identified root causes of technical problems, systematically addressing, escalating, and verifying fixes with end-user confirmation.
- Consistently surpassed established SLA benchmarks while maintaining superior customer satisfaction ratings.
- Collaborated within IT organization to leverage expertise in resolving complex issues and facilitating information flow.
- Maintained precision in ticket management, ensuring accurate documentation and timely status updates to streamline support operations.
Digital Enterprise Support Analyst II
Sound Credit Union
Tacoma
07.2020 - 10.2020
- Deployed and configured hardware, devices, and software to set up workstations for employees.
- Patches software and installed new versions to eliminate security problems and protect data.
- Performed remote support tasks for mobile devices such as smartphones and tablets, resolving issues on iOS and Android units.
- Resolved customer support inquiries through specialized ticket tracking platforms, ensuring prompt and effective issue resolution.
- Coordinated service follow-up communications to confirm satisfactory resolution of customer service requests via email and phone.
- Updated and maintained tracking documents in Jira Helpdesk software, enhancing accuracy and efficiency of record-keeping.
- Maintained asset and inventory records with precision and attention to detail.
Senior Regional Desktop Support Technician
Dorsey & Whitney LLP
Seattle
10.2019 - 05.2020
- Eradicated malware, ransomware, and cybersecurity threats with precision, safeguarding systems and fortifying defenses against future intrusions.
- Uploaded new software, rolled out updates, and applied patches to laptops and desktops upon release to thwart malware and virus threats from penetrating networks.
- Managed end-user accounts and permissions for over 100 employees, ensuring accurate provisioning of access rights in accordance with security best practices.
- Identified hardware performance trends and common issues, reporting findings for targeted remediation.
- Revamped repair workflows and update procedures, promoting precision and uniformity in support actions to achieve seamless issue resolution.
- Created documentation capturing service call resolutions, providing insights into personnel performance and informing remediation strategies.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.
Desktop Support Technician
F5 Networks Inc.
Seattle
05.2019 - 10.2019
- Identified and removed malware, ransomware, and other security threats from laptops and desktop systems.
- Patched software and installed new versions to eliminate security problems and protect data.
- Analyzed hardware performance trends and identified common issues afflicting systems, reporting findings for immediate remediation.
- Processed daily support requests for technical assistance on diverse software and hardware issues, enhancing resolution efficiency.
- Developed and maintained comprehensive support documents for support personnel and end-users, improving knowledge sharing and consistency.
- Collaborated with software development team on reported errors and bugs in newly released software, facilitating timely deployment of fixes.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
System Support Engineer
Lakefield Veterinary
Kent
10.2018 - 04.2019
- Successfully managed over 15 local and remote telecommunication projects from conception to completion.
- Trained new helpdesk staff in technical troubleshooting and diagnosing hardware and software issues for desktops, laptops, servers, WAN, LAN, and remote systems.
- Proficient in various remote software applications and trained new support staff in the proper use of remote access protocols.
- Managed adds, moves, and refreshes of desktops, laptops, printers, and related equipment for 50+ animal hospitals and clinics nationwide.
- Established new user accounts to enable access to company resources. and distributed new hardware appropriately.
- Created new email accounts using Microsoft Exchange and Microsoft Office 365 Admin tool.
- Conducted PC-refreshes, maintained asset inventory, and imaged new machines using SCCM.
- Updated SharePoint sites and edited content, knowledgeable with Easy Vista and data querying.
Regional Technology Coordinator
Moss Adams
Seattle
04.2017 - 10.2018
- Diagnosed and resolved network infrastructure and device issues to maintain operational continuity.
- Pinpointed and resolved hardware failures with precision by diagnosing hard drive issues, assessing memory integrity, and conducting in-depth hardware tests to identify and eliminate root causes, ensuring peak system performance and reliability.
- Configured devices and updated software for enhanced system performance and user experience.
- Managed server accounts to ensure efficient network resource allocation.
- Maintained an up-to-date inventory of hardware and software licenses.
- Conducted staff training on new technologies to facilitate integration into instruction and administration.
- Facilitated donation of outdated equipment to support community initiatives and reduce electronic waste., including desktops, laptops, and printers.
Lead Desktop Support Technician
Microfocus
Seattle
09.2011 - 04.2017
- Managed approximately 500 in-office users as well as all remote employees, including account executives and system engineers.
- Addressed issues and requests promptly, consistently meeting established SLAs.
- Performed troubleshooting and diagnostics on all hardware and software issues, including, but not limited to desktops, laptops, servers, WAN, LAN, and remote systems.
- Installed, upgraded, and configured workstations for new and existing users.
- Installed and updated new software versions on all laptops and desktops, ensuring optimal performance.
- Administered Active Directory, group policies, and file system security, ensuring data integrity within the desktop environment.
- Maintained IT assets, including desktop hardware and peripherals inventory, within the asset management system in accordance with established procedures.
- Developed policies and procedures defining acceptable use of the desktop environment, enhancing operational effectiveness.
Education
FCC License & Certification - Radio and Television Broadcasting
Ron Baile School of Broadcasting
San JoseSkills
- Active Directory
- MS Office 365 administration
- MS Exchange administration
- MS Teams administration
- Windows 10
- Windows 11
- Windows Pro
- Windows Enterprise
- Mac PC
- Mac laptops
- Jamf
- Azure
- ServiceNow
- Jira
- Intune
- Autopilot imaging
- SharePoint
- Asset inventory
- Screen Connect
- Ms RDP
- PC/laptop upgrades
- PC and laptop installations
- lan
- Wan
- VoIP
- Mobile device administration
- HW routers
- hubs
- Switches
- New system deployment
- Ticket management
- Workflow distribution
- Application support
- Technical issues analysis
- Operational improvement
- Process improvement
- Support documentation generation
- Desktop support
- Remote troubleshooting
- IT equipment management
Certification
- MCDST
- Dell Certified
- A+ Certified
- CompTIA
Timeline
EUS Support Specialist II
Sound Credit Union
05.2024 - 08.2025
EUS Support Specialist II
F5 Networks
10.2020 - 09.2023
Digital Enterprise Support Analyst II
Sound Credit Union
07.2020 - 10.2020
Senior Regional Desktop Support Technician
Dorsey & Whitney LLP
10.2019 - 05.2020
Desktop Support Technician
F5 Networks Inc.
05.2019 - 10.2019
System Support Engineer
Lakefield Veterinary
10.2018 - 04.2019
Regional Technology Coordinator
Moss Adams
04.2017 - 10.2018
Lead Desktop Support Technician
Microfocus
09.2011 - 04.2017
FCC License & Certification - Radio and Television Broadcasting
Ron Baile School of Broadcasting