Izamal Cadosa

• Provided clients with onsite and remote desktop, laptop, IT technical service desk, IT help desk, IT assets management, IT administrative tasks, mobile device management, and network support, at 90%+ satisfaction rate. • Supported over 3,000 employees and clients in a 2 years and 4 months period. • Installed, tested and troubleshooted Microsoft, Google, Apple, and third-party applications for clients and employees. • Set-up, configured and tested iPhones, Samsung Notes and S-Series phones, iPads, MacBooks/MacBook Pros, smart tablets, audio/video devices and equipment, including Crestron, Emerson and Phillips audio/video devices troubleshooting, with 90%+ satisfaction rating. • Set-up, configured and tested Cisco VoIP phones, Cisco and Palo Alto VPN’s and internet/network Wi-Fi for clients and users, with 95%+ satisfaction rating. • Provided V.I.P. white-gloves support for business owners, their employees and general clients, at 90%+ satisfaction rating. • Supported Windows 10/11 and MacOS Catalina, Big Sur, Monterey, Ventura, Somona, Sequoia, and Tahoe; Supported Dell, Lenovo and HP laptops, and MacBook Pro set-up and troubleshooting, at a 95%+ end-users satisfaction rating. • Utilized iPads, iPhones, iPods, Macbooks, Macbook Pros, Apple Airwatch System, Apple Business Manager and Apple iTunes, with 99% accuracy. • Utilized Data Dog Agent Manager and Splunk Enterprise EDR/IDS/IPS for network scanning, detection, filtering, prevention, security, and as an endpoint detection and response system; Utilized Microsoft Bitlocker for encrypting hard drives; Utilized JAMF Pro for MacBook Pro provisioning. • Provided Level 1 IT help desk/IT service desk support for clients and employees; Installed HP, Lexmark and Sharp laser jet network printer drivers for users via IPP or TCP/IP network protocols. • Utilized Microsoft OneDrive and Google Drive for saving, for migrating/transferring and syncing data/files.

• Contract through GTN. • Windows 11 Enterprise refresh project involving over 1,000 Dell PCs and 500 Dell laptops that were deployed in 4-months. • Provided IT technical support and troubleshooting for hospital staff, nurses and physicians, at 100% compliance rating. • Reimaged 24 to 48 Dell PCs per day, and 12 to 24 Dell laptops daily on Cisco LAN switches via Microsoft SCCM and PXE. • Completed Level 1/Level 2 troubleshooting based on a tight schedule with hospital staff, nurses and physicians. • Worked on and resolved between 5 and 10 IT incidents tickets per day, at a 90%+ employee satisfaction rating. • Helped support around 11,000 hospital staff, nurses, physicians, and other hospital employees, at 90%+ satisfaction rating. • Troubleshot and utilized Citrix Studio, Citrix Suite and Citrix VDI (Virtual Desktop Infrastructure) for employees. • Familiar with Cerner (Oracle Health), Kronos Workforce Central (UKG Workforce Central) and Footprints (IT help desk) tool. • Troubleshot and tested imaging-related technologies (X-rays, MRIs and CT scan systems) for basic issues, at 90% rating. • Provided medical devices and equipment troubleshooting and testing for hospital staff, nurses and physicians, at 90% rating. • Mapped shared drives for hospital staff, nurses and physicians; Mapped printers for employees. • Provided audio/video troubleshooting and testing of Crestron, Emerson and Phillips audio/video devices within conference rooms, and resolved 95% of Teams and Zoom audio/video issues for employees. • Set-up, configured and tested iPhones, iPads and Samsung phones for hospital staff, nurses and physicians, at 100% rating. • Utilized Microsoft SCCM Client Manager for organizing and managing devices and systems, at a 95%+ efficiency rating. • Utilized Microsoft Bitlocker for encrypting hard drives and files on Windows 10/Windows 11. • Provided V.I.P. white-gloves support for physicians, nurses, hospital staff, and other employees, at 95%+ satisfaction rating.

• Contract at The Bravo Law Firm, APC through Grind Reel LLC. • Increased work outputs by 50% by streamlining IT support processes for 12 attorneys and over 125+ law office employees enhancing overall productivity. • Spearheaded a project to upgrade and replace 150+ workstations from Windows 10 to Windows 11 ahead of schedule, boosting system performance by 40% and improving security compliance by 30%. • Delivered remote IT help desk support for clients and employees while providing comprehensive onsite desktop support to employees, maintaining a 90% satisfaction rate, including password resets for clients and employees. • Maintained robust network support, conducted security/system monitoring, and prepared detailed reports to ensure seamless operations for law firm initiatives. • Resolved critical IT business issues using advanced problem-solving and analytical skills, increasing operational efficiency by 35% for The Bravo Law Firm, APC. • Provided data analytics, business intelligence, and IT expertise, enabling the law firm to achieve a 25% growth in its operational scope within its IT department. • Utilized and troubleshot G-Suite/Google Workspace (Docs, Forms, Sheets, Slides, Chats, Calendars, and Meets) for users. • Utilized and troubleshot Microsoft Office (Word, Excel, Access, PowerPoint, OneNote, Outlook, and Teams) for end-users. • Proficient with ServiceNow IT incidents ticketing system, worked on 8-12 IT tickets per day on average, supporting end-users. • Provided Dell and HP laptops set-up, testing and troubleshooting; Provided audio/video set-up, testing and troubleshooting. • Provided Macbook/Macbook Pro/MacBook Air set-up, testing and troubleshooting for employees.

• Contract at California State University, Los Angeles through Deloitte. • Windows 10 to Windows 11 Enterprise refresh project involving 4,000 Dell, HP, Lenovo, and MacBook laptops that were deployed in 5-months. • Supported 2,500 university faculty and staff employees, and over 1,500 special needs students with IT incidents and issues. • Worked on 4-16 IT tickets per day supporting senior staff members; Provided IT assets and devices management of over 5,000 units; Provided laptop refreshes for faculty, staff and special needs students. • Provided audio/video troubleshooting and testing of Crestron audio/video devices. • Delivered desktop level 2 support, hardware devices and equipment set-up, IT assets management; IT administrative support, IT data center support, IT project management, relationships management; Technical support, testing and troubleshooting for faculty, staff and special needs students, as well as IT service desk support. • Utilized PXE and Microsoft SCCM for reimagine Windows laptops; Utilized JAMF Pro for reimagine macOS devices. • Utilized Microsoft Intune and Windows Autopilot for mobile device enrollment/management and configuration. • Deployed 2 to 8 laptops/MacBook Pros per day and set them up for users. • Delivered outstanding V.I.P. white gloves support for senior staff, directors, the university president, vice presidents, and deans of colleges, at a 95%+ users satisfaction rating. • Offered break/fix hardware support, apps and OS installation services for hardware devices, addressing those issues as they arose; Repaired laptops and desktops from scratch, and deployed them to employees and students; Conducted break-fix duties and troubleshooted IT issues relating to hardware and software; Provided break-fix reactive hardware support and installation for hardware devices; Provided passwords resets for employees/students. • Maximized work outputs between 33% and 50% in reference to IT troubleshooting efficiency and desktop IT support.

• Resolved 90% of IT incidents and issues for clients and employees efficiently. • Delivered Level 1/Level 2 IT help desk support for 120 employees from a home call center, achieving an 80%-90% first-call resolution rate. • Installed, tested, and resolved 90% of technical issues with Microsoft Office 2016 (Word, Excel, Access, and Outlook) for employees, enhancing productivity. • Supported 66% Windows, 33% macOS, and 1% iOS environments, troubleshooting macOS Catalina, Big Sur, Monterey, iPads, iPods, MacBooks, and MacBook Pros, resolving 90% of user-reported issues. • Provided VIP white-glove IT support via remote access to day traders, directors, and senior management, maintaining a 100% satisfaction rate. • Resolved 90% of IT tickets (5–15 per day) and handled 30–40 inbound calls daily, offering technical support for both employees and day traders. • Troubleshot and optimized Market Data Applications (Bloomberg L.P., Moody’s) and financial platforms (Bloomberg Terminal, Market Axess Terminal, SoFi Trading Platform, Morningstar Data Center, FactSet Research System), reducing downtime by 30%. • Improved IT support efficiency from 33% in the first 12 months to 66% in the last 12 months by optimizing workflows and enhancing technical processes. • Implemented Level 1 network support by installing, testing, and troubleshooting proxy servers and VPNs, maintaining 90%-99% connectivity for employees. • Provided audio/video troubleshooting and testing of Crestron, Samsung and Sony audio/video devices within conference rooms, and resolved 90% of Teams and Zoom audio/video issues for employees. • Utilized PXE and Microsoft SCCM for reimagine Windows laptops; Utilized JAMF Pro for reimagine macOS devices. • Utilized Microsoft Intune and Windows Autopilot for mobile device enrollment/management and configuration. • Utilized remote support tools like Microsoft Bomgar and Apple Remote Desktop (ARD) to resolve 90% of technical issues for remote employees.

• Contract through Akorbi. • Provided device, hardware and software IT support for Internal/external clients and employees, IT help desk, IT service desk, IT support of Android, Chrome OS, Linux, macOS, and Windows 10/Windows 11 eco systems, at a 90%+ end-users resolution rate. • Provided desktop technical support (Tier 1/Tier 2) for Google employees; Worked on 6-12 (Tier 1/Tier 2) IT tickets per day, on average, supporting over 600 employees and clients, at a 95%+ IT resolution rate. • Provided password resets, added permissions and purchased software licenses for clients and employees. • Provided audio/video troubleshooting and testing of Crestron, Samsung and Sony audio/video devices within conference rooms, and resolved 95%+ of Google Meets, Microsoft Teams and Zoom audio/video issues for employees. • Utilized Jira IT ticketing system for tracking IT incidents and documenting resolved IT issues, at a 90%+ resolution rate. • Utilized Google Chrome Remote Desktop, Apple Remote Desktop and Microsoft Quick Assist for remote troubleshooting. • Utilized patience, great communications and writing abilities when providing V.I.P. white gloves IT support for Google directors, principles, managers, supervisors, and team leads, with a 90%+ end-users satisfaction rating. • Utilized and troubleshot G-Suite/Google Workspace (Docs, Forms, Sheets, Slides, Chats, Calendars, and Meets) for users. • Utilized and troubleshot Microsoft Office (Word, Excel, Access, PowerPoint, OneNote, Outlook, and Teams) for end-users. • Utilized Google Drive for saving essential end-user data and for migrating that data from the Google Cloud to desktops and laptops; Utilized Microsoft OneDrive for saving, transferring and syncing users’ data from one device to another. • Utilized Microsoft Bitlocker and Apple File Vault 2 for encrypting hard drives and files on devices. • Onboarded/offboarded clients and employees utilizing different platforms and software, with a 100% accuracy rating.

• Windows 7 to Windows 10 Pro refresh project involving between 200 and 220 Samsung, HP and Dell laptops. • 8x “Customer Service Champion of the Month Award Winner” in reference to customer service and IT support. • Worked on 8-24 IT incident tickets per day supporting customers and employees’ technical needs, at a 90%+ resolution rate. • Supported 50-60 employees within the corporate store by troubleshooting their devices and resolving those IT issues, at a 90%+ employees satisfaction rating. • Supported 16-32 customers per day with hardware, software and network connectivity issues, at a 90%+ customers satisfaction rating. • Supported 30-40 POS’s, RPOS’s, Pin Pads, and Xstore Software at the retail store level across 5 stores. • Set-up, configured and tested iPhones, iPads and Samsung phones for customers and employees. • Service Desk IT support for customers and employees; Supported Microsoft Office 2010, 2013, 2016, and 2019 for customers and employees; Supported network and Wi-Fi issues; Supported VoIP, VPN and network printers’ issues; Created tech support tickets (Level 1/Level 2) for employees via ServiceNow. • Supported macOS Sierra, High Sierra and Big Sur; Supported Windows XP, Windows Vista, Windows 7, and Windows 10. • L2/L3 tech support on Samsung devices, smart phones, laptops and tablets; Repaired Apple and Samsung devices. • Offered break/fix hardware support and OS installation services for hardware devices, addressing those issues as they arose; Repaired laptops and desktops from scratch, and deployed them to customers and employees; Conducted break-fix duties, tested and troubleshooted IT issues relating to hardware and software; Provided break-fix reactive hardware support and installation for hardware devices. • Utilized PXE and Microsoft SCCM for reimagine Windows laptops; Utilized JAMF Pro for reimagine macOS devices. • Utilized Zendesk and ServiceNow for IT incidents and ticketing, and Microsoft Bomgar for remote support.

Graduated/Received Degree in 2023