Samuel Cordova
Oakland,CA
Summary
Dynamic Desktop Support Technician with proven expertise at Gap Inc., adept at enhancing user satisfaction through effective communication and meticulous troubleshooting. Skilled in managing ticket queues via ServiceNow and deploying imaged laptops, ensuring seamless onboarding and operational efficiency. Bilingual and detail-oriented, committed to delivering exceptional IT support across Mac and Windows platforms.
Overview
3
3
years of professional experience
Work History
Desktop Support Technician
Ross Stores
Dublin, California
03.2026 - Current
- Prepared workstations for new employees to enhance productivity from day one.
- Troubleshot printer, hardware, and software issues promptly to minimize downtime.
- Resolved Microsoft Outlook, Teams, and OneDrive issues to enhance user experience.
- Created daily images to facilitate new hire onboarding and maintain computer functionality.
- Used intune, SCCM, Active Directory.
Desktop Support Technician
Gap Inc.
San Francisco, California
08.2023 - 02.2026
- Leveraged ServiceNow to manage and prioritize 20+ ticket queues daily, streamlining task assignments and resolution processes for improved support efficiency.
- Provided deskside assistance to users, resolving hardware issues and troubleshooting computers promptly, enhancing overall user experience and satisfaction.
- Diagnosed and resolved issues on Windows and MacOS platforms, utilizing effective troubleshooting techniques.
- Deployed 15+ Imaged laptops daily, ensuring smooth onboarding with timely installation of necessary applications and hardware optimization.
- Manage the efficient collection, meticulous review, systematic stocking, and meticulous organization of 250+ pieces of equipment daily, ensuring seamless offboarding processes.
- Managed inventory of 100+ accessories, implementing tracking protocols and conducting regular audits to maintain integrity, while providing timely updates to users regarding shipment status and enhancing customer satisfaction.
Education
Year Up - Bus.101, Cis101, Cis 102, Technology information
Year Up
San Francisco07-2023
Skills
- ServiceNow
- Ticket management
- Mac and Windows expertise
- Computer imaging
- IT fundamentals
- Excel proficiency
- Audio visual support
- Attention to detail
- Adaptability
- Effective communication
- Interpersonal relations
- Bilingual fluency
Timeline
Desktop Support Technician
Ross Stores
03.2026 - Current
Desktop Support Technician
Gap Inc.
08.2023 - 02.2026
Year Up - Bus.101, Cis101, Cis 102, Technology information
Year Up