Open to opportunities

Ernesto Donado

@ernestodonado

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Bilingual IT Support Specialist with software engineering expertise.

United States

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What I'm looking for

I seek a role that fosters growth, values customer service, and encourages innovation.

I am a bilingual IT Support Specialist with a strong focus on customer service and technical troubleshooting. With experience in system administration and remote support, I have successfully managed over 100 endpoints, ensuring device security and compliance. My proficiency in Microsoft 365, macOS, and Windows environments allows me to deliver effective solutions and support to users.

Throughout my career, I have automated routine tasks using PowerShell and documented procedures with ITGlue, enhancing operational efficiency. My technical skills extend to QuickBooks support, networking, and various IT tools, which I leverage to resolve issues promptly. I am committed to continuous learning, as evidenced by my recent certifications in Microsoft 365 and Azure Fundamentals.

Experience

Work history, roles, and key accomplishments

Current

IT Support Specialist

Current

IT Fusion

Mar 2021 - Present (4 years 3 months)

Provided Level 1 support for over 100 endpoints using Kaseya VSA 9/10 and managed device security and compliance via ThreadLocker. Administered users in Active Directory and Microsoft 365, configured Exchange mail flow, and automated routine tasks using PowerShell.

Kaseya VSA ThreadLocker Quickbooks Active Directory Exchange PowerShell Remote Support Troubleshooting

Technical Support Specialist

Monitoring Systems

Feb 2020 - Present (5 years 4 months)

Delivered Tier 1-2 technical support remotely and via phone/email, resolving over 8 daily issues with a high resolution rate of 95-100%. Supported Active Directory, Exchange, operating system installations, and data backups.

Active Directory Exchange Data Backup Remote Support Troubleshooting Technical Support Customer Service Email Support Phone Support

Education

Degrees, certifications, and relevant coursework

URBE University

Bachelor of Science in Computer Engineering, Computer Engineering

Grade: 4.0

Completed a Bachelor of Science in Computer Engineering, achieving a perfect GPA of 4.0. The curriculum focused on core computer engineering principles and practices.

Zakky Foundations

Certificate, UX Design

Obtained a UX Design Certificate from Zakky Foundations in 2023. This program provided foundational knowledge and practical skills in user experience design.