Valencia Dienhoue

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.

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.

IT Security Intern

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.

Registered Behavior Technician

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.

Dedicated Aide

Kennedy Krieger Institute — Aug 2019–Feb 2021

• Supported learners with assistive technology and data-driven progress tracking.

Front Desk Receptionist

Georgetown Suites — Apr 2017–Aug 2019

• Delivered white-glove guest service, coordinating with internal teams and maintaining accurate system records.

Bachelor of Science – IT Management (In Progress)

Western Governors University | Expected April 2026