Joaquin Ruiz

I’m a help desk and desktop support technician with hands-on Windows/macOS experience, strong customer communication, and a focus on resolving issues fast and correctly. In my current Tier 1.5 help desk role, I support about 125 users per week through incident intake, authentication problem solving, account recovery, and escalations via ServiceNow.

I take security seriously: I triage suspected phishing and potential account compromise, then route validated cases to the right Tier 2 teams in cybersecurity or networking. I also manage IAM tasks in Passport and Duo MFA, handling provisioning, revocations, and secure access recovery, while verifying user identity through photo ID checks and proofing procedures. I maintain accurate documentation and audit trails for account changes, incidents, and escalations.

I also build capability through training and labs, practicing front-line help desk workflows with ServiceNow and Jira for ticket intake and tracking. I construct Windows and Linux test environments to troubleshoot connectivity, printing, profile, and application issues, and I support Microsoft 365, Google Workspace, Zoom, and Adobe applications in lab and training settings.

My background in teaching and journalism shapes how I troubleshoot and communicate—turning complex problems into clear next steps. I’ve performed hardware and software diagnostics (SSD/HDD/battery and peripheral replacement) and practiced Active Directory user and group management in virtual labs, pairing technical rigor with calm, user-friendly support.