Valencia Dienhoue
IT Support Technician
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About
Security+ certified IT Support Technician with 2+ years of enterprise IT experience providing Tier I–II support for hardware, software, and M365 environments. Skilled in advanced troubleshooting, workstation imaging, mobile device management (Intune), and Active Directory/Entra ID administration. Experienced supporting Teams, VoIP, and A/V setups for meetings and events.
Adept at creating knowledge base articles, SOPs, and user training materials to streamline Tier 1 resolution and escalate effectively to Tier 3. Known for delivering VIP-level support with a user-first, collaborative approach.
Experience
IT Support Technician
Children’s Spot — Sept 2023–Present
- Provided Tier I–II support for 200+ users, resolving Microsoft 365, Teams, SharePoint, and hardware issues.
- Delivered VIP-level support, including one-on-one assistance and coordination during special meetings/events.
- Supported Intune mobile device management: device provisioning, resets, and troubleshooting.
- Managed workstation refreshes: imaging, setup, moves/adds/changes.
- Created and updated knowledge base articles, SOPs, and onboarding guides to streamline Tier 1 resolution.
- Configured and supported Teams/Outlook, OneDrive sync, and access provisioning in Active Directory/Entra ID.
Children’s Spot — Jan 2022–Sept 2023
- Assisted with workstation patching, vulnerability scans, and firewall updates.
- Documented security policies and compliance requirements.
- Shadowed Tier 2/3 staff during incident response and integrity checks.
Kennedy Krieger Institute — Feb 2021–Jan 2022
- Trained staff on digital tools and documentation processes, ensuring HIPAA compliance.
- Managed secure records and supported adoption of new tracking systems.
Kennedy Krieger Institute — Aug 2019–Feb 2021
- Supported learners with assistive technology and data-driven progress tracking.
Georgetown Suites — Apr 2017–Aug 2019
- Delivered white-glove guest service, coordinating with internal teams and maintaining accurate system records.
Education
Bachelor of Science – IT Management (In Progress)
Western Governors University | Expected April 2026
