Ruben Ayala
Mechanicsville
Summary
Accomplished IT professional with expertise in Azure AD management and Microsoft 365 support, honed at BakerTilly. Renowned for enhancing user satisfaction through effective problem-solving and clear communication. Proven ability to integrate cloud-based systems, reducing downtime by 30%. Adept at team collaboration and managing customer relationships, ensuring seamless access to essential tools.
Overview
16
16
years of professional experience
1
1
Certification
Work History
IT Support Analyst
Epic Personnel
08.2023 - Current
- Created and maintained user accounts in Azure AD, provisioned hardware for new and existing users, supported and troubleshot Microsoft 365 applications, developed clear knowledge base documentation, and resolved daily technical issues across Windows 10 and Windows 11 systems.
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
IT Analyst
BakerTilly
01.2011 - 01.2025
- Supported hundreds of end users across multiple offices by resolving hardware, software, networking, and cloud-based system issues, enhancing overall user experience.
- Utilized Azure AD, Intune, SCCM, Copilot, ChatGPT, Citrix DaaS, and Microsoft 365 to provide secure, seamless access to necessary tools for users.
- Established reputation for patience and clear communication while efficiently resolving complex issues, contributing to reduced downtime and increased user satisfaction.
IT Consultant
Robert Half
01.2010 - 01.2011
- Imaged new computers and provided desktop support to staff using Novell, Patchlink, Zen, Citrix, Sophos, Last Word, and Deep Freeze.
- Analyzed client needs to develop customized IT solutions.
- Collaborated with teams to implement software and system upgrades.
- Provided technical support for hardware and software issues.
Education
Lincoln Technical Institute - Network Communication and Information Systems
Lincoln Technical Institute
Philadelphia, PA06-2009
Associate of Information Technology - Information Technology
Urban League of Greater Hartford
Hartford, CT06-1998
Skills
- Microsoft 365 support
- Azure AD management
- Incident management
- Support ticket management
- Network troubleshooting
- Cloud integration
- Hardware provisioning
- Customer management
- Team collaboration
- Time management
- Adaptability
- Good Telephone Etiquette
Languages
Spanish
Professional
Certification
ITIL Foundations
Timeline
IT Support Analyst
Epic Personnel
08.2023 - Current
IT Analyst
BakerTilly
01.2011 - 01.2025
IT Consultant
Robert Half
01.2010 - 01.2011
Lincoln Technical Institute - Network Communication and Information Systems
Lincoln Technical Institute
Associate of Information Technology - Information Technology
Urban League of Greater Hartford