Summary
Overview
Work History
Education
Skills
Certification
Military Service
Timeline
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Roberto Seran

2022 Mcelroy Pl, Puyallup,WA

Summary

IT Support Specialist with over 5 years of experience in desktop, remote, and help desk support within enterprise environments. Expertise in troubleshooting complex technical issues and managing systems through Microsoft Intune and Entra ID. Proficient in Microsoft 365, Active Directory, and endpoint security tools, ensuring high-quality end-user service. Known for reliability, process orientation, and collaborative problem-solving skills.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Desktop Technician II

Compucom
Bellevue, WA
12.2021 - Current
  • Provided Tier 3 support to over 5,000 enterprise users, diagnosing and resolving technical issues.
  • Managed IT service tickets with help desk software for prompt resolution.
  • Administered user accounts through Entra ID and Microsoft 365, including group policy and MFA support.
  • Configured and managed over 4,000 endpoints using Microsoft Intune.
  • Maintained asset inventory and conducted routine audits for IT compliance.
  • Authored internal documentation and knowledge base articles to enhance support workflows.

Deskside Technician II

eXcell
Bellevue, WA
02.2021 - 12.2021
  • Executed hardware and software break-fix tasks for desktop and mobile users across multiple departments.
  • Managed device provisioning, user onboarding, offboarding, and inventory coordination.
  • Delivered remote and in-person technical support to over 25 users, escalating complex cases as necessary.

Apple Certified Technician

GoEBITS
Seattle, WA
07.2020 - 02.2021
  • Diagnosed and repaired Apple laptops and desktops according to Apple standards.
  • Replaced iPhone batteries and screens while maintaining exceptional customer service.
  • Collaborated with team members to enhance service efficiency and quality.

Advanced Repair Agent (Geek Squad)

Best Buy
Issaquah, WA
09.2019 - 07.2020
  • Resolved software and hardware issues for Windows and macOS systems in high-volume retail environment.
  • Installed operating systems, configured drivers, and upgraded hardware components efficiently.
  • Collaborated with team members to improve repair processes and enhance customer service.

Education

AAS - Computer Security and Network Technology

Lake Washington Institute of Technology
Kirkland, WA
03.2020

Skills

  • Operating systems: Windows 10/11, macOS
  • Microsoft 365 and Intune
  • Active Directory and Entra ID
  • Remote desktop tools
  • SCCM and endpoint management
  • Hardware and software troubleshooting
  • User onboarding and offboarding
  • Printer support and ticket resolution
  • Network configuration and VM deployment
  • OS configuration and cloud infrastructure basics
  • CompTIA A certification
  • Computer security and network technology proficiency

Certification

  • - CompTIA A+ - Valid through Nov 2024
  • - Certificate of Proficiency – IT Support Technician (March 2020 – Present)

Military Service

  • U.S. Army Reserve – Specialist (E-4)
  • July 2012 – July 2020
  • - Roles: Physical Therapy Specialist (68F), Health Care Specialist (68W)
  • - Developed discipline, adaptability, and technical documentation skills in medical and logistical environments.

Timeline

Desktop Technician II

Compucom
12.2021 - Current

Deskside Technician II

eXcell
02.2021 - 12.2021

Apple Certified Technician

GoEBITS
07.2020 - 02.2021

Advanced Repair Agent (Geek Squad)

Best Buy
09.2019 - 07.2020

AAS - Computer Security and Network Technology

Lake Washington Institute of Technology

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