Roosevelt B. Segura


Summary

Experienced IT support representative with great customer service skills which are use to provide techinical support. Someone who is always in pursuit of new knowledge as well as how to apply them to business goals.

Skills & Abilities

  • Microsoft 365
  • Microsoft Azure
  • Jira Service Management
  • ServiceNow
  • Network Security
  • Superior Customer Service
  • Web Development (Basic)
  • Powershell Scripting (Basic)
  • Bilingual (English and Spanish)

Certifications

CompTIA Security+ CE Apr/2016 – Apr/2019

Azure Fundamentals May/2021

Training

  • Windows Server
  • Network+
  • Security+
  • Linux

Experience


Senior Help Desk Technician
Jounce Therapeutics
Cambridge, MA
July/2021 – Feb/2022

First point of support across the company for all information systems
Create Virtual Machines for end-users and business needs.
Managed Microsoft 365 accounts.
Creation of M365 Teams and email distribution list.
Managed Box accounts and permissions to company’s folders
Troubleshoot SSO issue.
Coordinated with vendors for lab equipment maintenance.
Provides basic training to users as needed.
Allocate equipment for onboarding and offboarding personnel.
Responded to alerts from endpoint protection software.

Desktop Support Analyst
Massachusetts General Hospital
Boston, MA
May/2019 – Jul/2021

Collaborate and communicate effectively with colleagues, and other hospital personnel, to facilitate day to day operations.
Troubleshoot / repair hardware and software problem
Install patches / upgrades to Desktop / Office based applications.
Coordinates with System Administrators on mission critical application issues.
Provide training and documentation instructions for hardware and software operation for clinical systems.
Provide phone, e-mail, on-site, and off-site direct user support as required.
Investigates, plans, implements, tests, and debugs operating system software.
Troubleshoots and resolves hardware, software, and connectivity problems, including user access and component configuration.
Provide advanced technical assistance and maintenance support to department and users.
Records and maintains hardware and software inventories for ende user license agreements.
Performs problem resolution and provides on-call support for computer/network systems.

IT Helpdesk Support Specialist
Netscout
Westford, MA
Nov/2018 – Mar/2019

Provide desktop end-user support, PC setup/configuration and resolution of all IT Client Services requests, for local and remote employees.
Provide technical support to end users in support of hardware, software, peripherals, and network infrastructure.
Build and deploy various brands of personal computers with associated configurations.
Deploy and support VOIP phone hardware and software.
Maintain and enforce corporate hardware, software, and anti-virus policies.
Update online helpdesk ticketing system, to track progress and status.
Attend regular staff meetings to report on tasks.
Act as a resource for all employees regarding technical questions, and training.

Line Assembler
MilliporeSigma
Danvers, MA
Apr/2018 – Oct/2018

Followed detailed instructions and established procedures during the assembly of product.
producing and packaging medical disposables in a biopharmaceutical environment.
Maintains a safe and clean working environment by complying with procedures, rules, and regulations.

Help Desk Technician I
1Path
North Andover, MA
Aug/2017 – Jan/2018

Install, modify, and repair computer hardware and software.
Manage Active Directory.
Manage and Troubleshoot Office 365 email.
Troubleshoot MS Windows 7 & 10.
Coordinate with remote users for PC repairs and diagnostics.
Troubleshoot network connectivity issues, working with remote users on a corporate network.

Help Desk Technician I
G4S Secure Integration
Burlington, MA
Oct/2016 – March/2017

Monitor hardware, software and networks.
Used internal ticketing systems to track, manage, review machine issues.

Military

21W Carpentry Specialist
E-4 Specialist
U.S. Army Reserves
Mar/2010 - Mar/2018

Education

Field of Study: Cybersecurity
Middlesex Community College