First Contact Resolution
Enterprise Endpoint & Hardware Support

Tier 2 IT Support
Enterprise & Escalation

Enterprise IT Field Technician with 663+ documented service tickets supporting Windows endpoints, hardware diagnostics, and network troubleshooting across multi-site environments. I reduce downtime, improve resolution efficiency, and strengthen operational stability.

Download Resume
Diane — IT Field Technician carrying hardware
Documented field and remote support tickets completed over 12 months, spanning hardware, OS, and network issues
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Tickets Resolved
Laptops, desktops, workstations, and printers serviced across Lenovo, HP, and other enterprise brands
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Devices Serviced
Field deployments across Los Angeles County including Ventura, El Segundo, Santa Monica, Beverly Hills, and more
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Cities Served
Clients across law, finance, education, government, corporate, and residential environments
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Industries Supported
Hybrid Enterprise Support
Support Model
On-Site Execution • Remote Coordination • Escalation Support
Consistent on-time ticket resolution within defined service windows across enterprise accounts
✓
Service Window Compliance
Deployed across 21+ cities supporting distributed enterprise environments with consistent service quality
✓
Multi-Site Enterprise Support
Tier 2 fault isolation: hardware-to-OS root cause analysis, escalation triage, and structured resolution workflows
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Escalation-Level Diagnostics
Deep expertise in Windows 10/11 configuration, imaging, patch management, and enterprise endpoint management
✓
Windows 10/11 Endpoint Specialist

Help Desk Capabilities

Ticketing Systems
Fieldcode · ServiceNow
Remote Troubleshooting
TeamViewer · Teams · AnyDesk
Documentation Standards
SOPs · Client-facing notes
SLA Awareness
Priority triage · First-contact resolution · Escalation protocols

Operational Impact

🎫High-volume enterprise ticket resolution
🔧Hardware-to-OS fault isolation
🔍Structured root cause troubleshooting
📋Detailed documentation supporting repeatable workflows
🌐Cross-site support consistency

Technical Toolkit

Skills & Technologies

Operating Systems
Windows 11Windows 10Windows 7macOSBIOS / UEFISafe Mode RecoveryOS Reinstall
Hardware Repair
RAM Replacement→System Running Slow
SSD Replacement→No Boot / Storage Failure
LCD Display Replacement→No Video Display
Speaker Replacement→No Audio Output
Keyboard Replacement→Keyboard Input Failure
Cooling Fan Replacement→System Overheating
Battery Replacement→Battery Not Charging
Camera Module Replacement→Camera Not Detected
Smart Card Reader Replacement→Smart Card Authentication Failure
USB / Port Repair→Peripheral Connection Issues
Motherboard Replacement→System Board Failure
Printer Hardware Repair→Printer Hardware Malfunction
Networking
TCP/IPWi-Fi TroubleshootingDNSDHCPVPN ConfigPort IssuesLAN / WAN
Ticketing & Remote
FieldcodeServiceNowTeamViewerAnyDeskRDP
Microsoft Suite
Microsoft 365Active DirectoryTeamsSharePoint
Security
MFA SetupEndpoint ProtectionMalware RemovalSmart Card AuthBitLockerUser Access Mgmt

Education & Credentials

Academic Background & Certifications

Formal education in design, paired with earned and active technical certifications — a rare combination in IT field support.

Formal Education
Bachelor of Arts (BA)
Graphic Design
California State University, Dominguez Hills
Design & Visual Communication
Certificate
Cybersecurity
California State University, Long Beach
Network Security & Defense
Technical Certifications
CompTIA A+ Certified
CompTIA A+
CompTIA
✓ Certified
Microsoft 365 Fundamentals
Microsoft
In Progress
Google IT Support
Google / Coursera
In Progress
CompTIA Network+
CompTIA
Planned
CompTIA Security+
CompTIA
Planned
Azure Fundamentals (AZ-900)
Microsoft
Planned

CompTIA A+ Certified · Additional certifications in progress — updated as credentials are earned.

About Me

Enterprise IT Support Specialist

I am an enterprise IT support professional with 663+ documented service tickets spanning hardware diagnostics, Windows 10/11 systems administration, networking, and multi-device infrastructure. My experience includes high-volume ticket environments across Lenovo and HP enterprise hardware, supporting clients in law, finance, education, government, and corporate sectors across 21+ cities in Los Angeles County.

I specialize in root cause analysis, hardware-to-OS fault isolation, and structured troubleshooting workflows that improve resolution consistency. I operate within SLA-driven environments, managing on-site execution and remote coordination across distributed enterprise accounts.

By integrating AI-assisted documentation and troubleshooting tools into my workflow, I enhance resolution speed and maintain consistent ticket quality. My background in graphic design and cybersecurity strengthens my ability to communicate complex technical issues clearly while maintaining security-focused precision.

Enterprise Support Methodology

Structured Troubleshooting Framework

Every ticket follows a disciplined five-phase process — from triage and root cause isolation to validated resolution and knowledge capture. Consistency and accountability at every step.

PHASE 01

Intake & Triage

  • Analyze ticket priority and SLA impact
  • Identify scope, affected systems, and business impact
  • Clarify user-reported symptoms vs underlying conditions
PHASE 02

Environment & Dependency Analysis

  • Verify OS version, firmware, and hardware configuration
  • Review network connectivity and authentication status
  • Identify recent changes, updates, or policy shifts
PHASE 03

Root Cause Isolation

  • Differentiate hardware vs OS vs network-layer faults
  • Reproduce errors when possible
  • Validate assumptions before implementing fixes
PHASE 04

Resolution & Validation

  • Apply corrective actions with minimal operational disruption
  • Confirm system stability and user functionality
  • Validate against SLA requirements
PHASE 05

Documentation & Knowledge Capture

  • Record resolution steps clearly
  • Note root cause patterns for future prevention
  • Support repeatable troubleshooting workflows

Field Work Log

IT Support Ticket Log — Real Field Work

Documented tickets from active enterprise field assignments. Click any ticket to view full details, diagnostic evidence, and resolution summary.

More Tickets Coming

New field tickets are documented and added regularly as real enterprise work is completed.

Get In Touch

Have an IT challenge or need support? I'd love to hear from you. Fill out the form and I'll get back to you as soon as possible.

Phone
(909) 637-1441
Location
Koreatown, CA