Antonio Zavala

IT Support Specialist with 20+ years of experience providing desktop support, help desk troubleshooting, endpoint deployment, hardware repair, user account administration, and technical support across healthcare, corporate, education, and retail environments. Skilled at resolving Windows, Mac, Active Directory, Exchange, network connectivity, printer, mobile device, remote access, and ticketing-system issues while delivering clear communication and dependable service to end users. Recognized for strong troubleshooting, documentation, customer service, and the ability to support high-volume environments with professionalism and urgency.

Lead Desktop Support Technician - City of Hope Orange - Irvine, CA

(2015-11)

• Provide Tier 1/Tier 2 desktop support for networked workstations, tablets, peripherals, printers, and end-user applications in a healthcare environment.
• Install, configure, deploy, test, and maintain clinical and business software to support daily operations and departmental workflows.
• Diagnose and repair computers, tablets, handheld devices, audio-visual equipment, and peripherals by isolating faulty components, replacing parts, and validating proper operation.
• Troubleshoot hardware, software, network connectivity, data communications, access, and endpoint issues while maintaining responsive service for users.
• Maintain documentation for support procedures, asset inventory, equipment moves, disposal records, software licensing, and daily technical responsibilities.
• Manage conference rooms, meetings, hybrid video calls, and live presentation support for corporate and business environments.
• Set up and install cables, speakers, displays, microphones, and related equipment for live events and permanent meeting spaces.
• Operate sound, video feeds, displays, and collaboration tools during presentations, meetings, concerts, and broadcasts.
• Perform equipment testing, preventive maintenance, repairs, and hardware replacement to ensure reliable event and classroom operations.
• Resolve technical issues quickly during live events, classes, and meetings to minimize disruption.

Help Desk Analyst - Morgan Drexen

(2012-02 - 2015-06)

• Supported daily desktop administration operations, including user support, system maintenance, and endpoint troubleshooting.
• Supported VoIP networks and phone systems, including TeleVantage and Cisco VoIP phones.
• Administered Windows Server 2008 R2 and Active Directory, including user creation, Group Policy, file server access control, and print server management.
• Managed VMware vSphere Client.
• Provided Mac support for Legal and Marketing/Media teams, including user assistance, configuration, troubleshooting, and application support.
• Managed and resolved support tickets promptly using the Spiceworks ticketing system.
• Managed Symantec Backup Exec 2012 for backup/recovery.
• Configured Android and iPhone email accounts through Microsoft Exchange and supported mobile device connectivity issues.
• Administered M86 WebMarshal web filtering and supported secure internet access for end users.
• Configured RDP remote access and wireless network connectivity for users.
• Reimaged PCs, removed malware and viruses, restored user productivity, and validated system performance after remediation.
• Created guides and documentation of policy and procedure within IT Department.
• Configured, deployed, supported, and serviced computers, printers, mobile devices, and endpoint equipment across the organization.
• Supported technologies included Active Directory, Windows XP/7, Microsoft Exchange 2010, TeleVantage 8, Dell and HP hardware, Windows Server 2008 R2, Microsoft Office, Mac OS X, Cisco VoIP phones, Fog Imaging System, Symantec Backup Exec, Spiceworks, SonicWall, M86 WebMarshal, Trend Micro, VMware, thin clients, TCP/IP, MS Communicator, Eyebeam softphone, iPhone and Android devices, SQL Server, IIS, remote connections, Adobe software, and help desk operations for 300+ users.

Customer Service Technician - Insight Investments LLC

(2007-02 - 2012-02)

• Provided help desk support to school districts nationwide.
• Troubleshot, diagnosed, repaired, audited, and tested hardware and software according to technical specifications.
• Setup equipment for employee use.
• Installed cabling, operating systems, and software while ensuring systems were configured correctly for employee use.
• Conduct computer diagnostics to investigate and resolve problems.
• Provide technical assistance and support to internal and external customers.
• Maintained records of daily data communication transactions, reported issues, actions taken, and installation activities.
• Developed close and personal relationships with clients to ensure customer loyalty and retention.
• Supported technologies included Active Directory, Windows XP/7, Microsoft Exchange 2010, Dell, HP, IBM, Toshiba, Windows Server 2008 R2, Microsoft Office, Mac OS X, Cisco VoIP phones, Symantec Antivirus, Ghost, and Remedy Ticketing System.

RMA/Quality Control - Adesso Inc. RMA - Walnut, CA

(2006-03 - 2007-01)

• Test and refurbish computer inputs.
• Initiated customer and manufactures calls and performed data entry. (Ingram Micro, Frys, Best Buy)
• Tech support over the phone.
• Aid product manager to test and evaluate product for retail sales, shipping and receiving.

Consultative Sales Specialist - Office Depot

(2005-12 - 2006-03)

Desktop Technician Supervisor - Fry's Electronics - City Industry, CA

(2004-01 - 2005-12)

• Repair, troubleshoot and support computer systems, Laptops, Apple, and printers.
• Installation of Windows XP Microsoft software.
• Diagnosing and repairing personal computer
• Build computers from scratch for customers.
• Performed all aspects of customer support, including answering telephones, and providing details for products and services.
• Performed routine maintenance on all types of computer equipment and printers at store.
• Performed hardware and software support and installation.
• Performed in-home repair and setup of computer systems and related equipment by removing and replacing-components or reconfiguring and restoring systems.
• Operated computer help desk aiding users with problems and solutions.
• Resolved billing questions and disputes, started customer calls, and performed data entry.
• Supervise a group of 7 technicians for any problems they had.
• Help customer on the counter for any computer problems.
• Technology supported: Windows OS 98 XP, Dell, HP, Server 2003, Mcafee Antivirus, Microsoft Office 2003, MAC OS X, Symantec Antivirus, Ticketing Systems

Parts Delivery Driver - Power Toyota of Buena Park

(2002-01 - 2004-01)

Desktop Support Analyst - The Walt Disney Studios

(2000-07 - 2002-01)

• Repair, troubleshoot, and support computer systems, Laptops, Apple, and printers.
• Prepare computers for donation.
• Transfer and recover data.
• Install and configure several types of software required by the client
• Technology supported: Windows OS 98 NT, Dell, HP, Windows 2000, Microsoft Office, Lotus, Symantec Antivirus, Ticketing System

Diploma - Computer Networking Systems - ITT Technical Institute (2000 - 2003)

Diploma - Buena Park High School (1998 - 2000)