Summary
Overview
Work History
Education
Skills
Websites
Certification
Accomplishments
Timeline
Generic

Ulises Sierra

IT Help Desk Technician II
Bartow,FL

Summary

Skilled IT Help Desk Technician II with comprehensive experience in troubleshooting hardware/software issues, providing customer support, and managing mobile device deployments. Seeking to contribute to an innovative team with strong problem-solving and technical skills.


Overview

7
7
years of professional experience
2019
2019
years of post-secondary education
2
2
Certifications
2
2
Languages

Work History

IT Helpdesk Tech II

MITER Brands
06.2024 - Current
  • Provide Tier II support for internal employees, resolving complex hardware and software issues.
  • Support and maintain multi-factor authentication (MFA) and other security protocols.
  • Prioritize and manage support tickets to meet SLAs and resolve high-priority IT issues.

IT Help Desk Technician II

NewSouth Window Solutions
04.2023 - Current
  • Provide advanced technical support, troubleshooting hardware/software/network issues.
  • Collaborate with cross-functional teams to address complex technical problems.
  • Manage ticketing system and resolve service requests within SLAs.
  • Key Achievement: Reduced resolution time and handled high-priority cases related to network and security.

IT Help Desk Technician I

NewSouth Window Solutions
01.2023 - 03.2023
  • Provided first-level support for 400+ end-users, addressing basic issues such as software installation, password resets, and printer configurations.
  • Assisted with onboarding, including account setup and software installation.

Mobile Device Repair Technician

Phone Services Cell Fix
01.2019 - 12.2020
  • Diagnosed and repaired mobile phone issues, including hardware malfunctions and software problems.
  • Delivered exceptional customer service, explaining repair options and costs.

IT Specialist

Small Cyber Cafe
05.2018 - 12.2018
  • Set up and maintained 10 desktop computers, including software installation and network configuration.
  • Designed and implemented local area network (LAN) for secure internet access and troubleshooting.

Education

Associates Degree of Science - Registered Nursing/Registered Nurse

Universidad Michoacana De San Nicolás De Hidalgo

Certificate of Advanced Computer Assembly II - Information Technology

Centro de Capacitación para el Trabajo Industrial
01.2017 - 03.2017

Certificate of Advanced Computer Specialist - undefined

Centro de Capacitación para el Trabajo Industrial
05.2016 - 08.2016

Skills

  • Mobile Device Management

  • Mosyle management

  • ABM (Apple Business Manager)

  • Cloud & Office 365 Admin

  • Azure

  • Active Directory

  • Exchange Admin

  • Remote Support & Troubleshooting

  • Nable

  • TeamViewer

  • Ticketing & Service Management

  • ServiceNow

  • Device Management & Security

  • Intune

  • Universal Print

  • Print Servers

  • Adobe Console

Certification

Network+ (Course completed, exam not taken)

Accomplishments

"Recognized for independently managing a brand's tech operations, consistently resolving tickets on time, and maintaining 100% user satisfaction."

Timeline

IT Helpdesk Tech II

MITER Brands
06.2024 - Current

IT Help Desk Technician II

NewSouth Window Solutions
04.2023 - Current

IT Help Desk Technician I

NewSouth Window Solutions
01.2023 - 03.2023

Mobile Device Repair Technician

Phone Services Cell Fix
01.2019 - 12.2020

IT Specialist

Small Cyber Cafe
05.2018 - 12.2018

Certificate of Advanced Computer Assembly II - Information Technology

Centro de Capacitación para el Trabajo Industrial
01.2017 - 03.2017

Certificate of Advanced Computer Specialist - undefined

Centro de Capacitación para el Trabajo Industrial
05.2016 - 08.2016

Associates Degree of Science - Registered Nursing/Registered Nurse

Universidad Michoacana De San Nicolás De Hidalgo

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Ulises SierraIT Help Desk Technician II