Open to opportunities

Samuel Ruiz

@samuelruiz

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IT Support Engineer delivering fast, secure remote and deskside resolutions for end users.

United States

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What I'm looking for

I’m looking for an Information Technology environment where I can deliver reliable remote and deskside support, own troubleshooting to resolution, and improve systems through imaging, security, and Microsoft 365/Active Directory best practices.

I’m an IT Support Engineer and Help Desk professional focused on getting users back to work quickly through hands-on troubleshooting, imaging, and clear ticket updates. I’ve supported a wide range of environments—from Windows desktops and servers to Microsoft 365 and Exchange—while prioritizing dependable, customer-friendly service.

I install, upgrade, and configure hardware and systems, including Intel motherboards, RAM, storage (IDE/EIDE/SATA), network interface cards, and video devices. On the software side, I support Windows 7/8.1/10 and troubleshoot with Device Manager, while also handling backups/restores using Symantec Backup Exec and workstation imaging with WDS and SCCM.

For remote support and administration, I use tools like Bomgar, Kaseya, and Dameware, and I handle user/account and security operations across Active Directory, Office 365, Azure, and Azure Entra AD. I’ve troubleshot VPN issues remotely, supported mobile device migrations (Samsung to iPhone), and configured MFA/Intune for user devices.

I work efficiently in ticketing systems including ServiceNow, ConnectWise, and JIRA, and I regularly escalate or resolve issues using Powershell and environment-specific diagnostics (e.g., Office 365, Active Directory, LANDESK). My experience also includes broader network/system support such as uptime maintenance and VPN appliance administration (e.g., Sonicwall TZ170), plus ongoing freelancing and seasonal support for owner-managed environments.

Experience

Work history, roles, and key accomplishments

Current

IT Consultant

Current

Orion Tax Service

Jan 2008 - Present (18 years 5 months)

Served as a seasonal IT consultant providing network and server support for the owners’ desktop environment. Installed and maintained tax software (Intuit ProSeries) and Microsoft Office applications for end users.

Network Support Servers Desktop Support Installation

IT Support Engineer

Akkodis

Oct 2025 - Oct 2025 (0 months)

Managed incoming Zoom phone inventory by sorting units by floor and end user, and labeling phones for assigned users. Ensured each phone was provisioned correctly and performed quality assurance to confirm devices were functioning properly.

VoIP Device Setup Quality Assurance Testing Troubleshooting

Help Desk Engineer

WCA Technologies

Mar 2022 - Apr 2022 (1 month)

Provided remote desktop support to end users, troubleshooting issues and escalating to the appropriate teams when needed. Managed ticket intake through ConnectWise and troubleshot Office 365, Active Directory, and Azure problems to reach resolution.

Remote Desktop Support ConnectWise Ticketing Active Directory Microsoft Azure Client Communication

Help Desk Support

Two Sigma

Apr 2021 - Nov 2021 (7 months)

Provided remote desktop support for end users, inventorying old and returned laptops and performing monthly maintenance. Assisted with remote laptop buildouts for new users using a Jira ticketing workflow.

Remote Desktop Support Laptop Buildouts Maintenance Scheduling end user support

Help Desk Support

Purvis Systems

Oct 2020 - Mar 2021 (5 months)

Delivered break/fix help desk support for end users by imaging desktops with Acronis and performing monthly maintenance. Conducted monthly inventory checks for Purvis equipment to support ongoing asset management.

Acronis

Desktop Support Rep

Refinitiv

Jan 2020 - Aug 2020 (7 months)

Provided Level 2 desktop and tech bar break/fix support, performing inventory and SCCM imaging to Windows 10. Managed user accounts and permissions via Active Directory and Azure Entra AD, troubleshot VPN and Office 365 issues, and assisted with iPhone configuration using MFA and Intune.

SCCM Active Directory Azure Entra VPN Troubleshooting Intune MFA

Desktop Support Rep

IBM

Aug 2019 - Sep 2019 (1 month)

Provided desktop support and conducted inventory of laptops, docking stations, servers, and power supplies. Imaged laptops using SCCM into loaner inventory and coordinated RMA requests with PC manufacturers for parts or repairs.

Desktop Support SCCM Loaner Inventory Management Inventory

Coverage Support

Pearl Cohen LL P

Jul 2019 - Jul 2019 (0 months)

Provided coverage support for an IT technician, delivering white-glove deskside support for law firm partners. Assisted with deskside user support needs in the office environment.

White Glove IT Support IT Support

Level 2/3 Desk Side Support

Kings County Hospital

Feb 2016 - Jan 2018 (1 year 11 months)

Provided Level 2/3 deskside support to approximately 3,000 employees, troubleshooting Dell OptiPlex workstations running Windows 7/XP and building mobile COWs desktops. Used Remedy and SharePoint Asset Manager for ticketing and inventory sign-outs, imaged workstations with SCCM, and troubleshot printers and Qudramed connectivity and installation issues.

SCCM SharePoint Asset Manager Active Directory Printer Troubleshooting Qudramed Support

LAN Consultant

NY State Unified Courts

Jul 2015 - Oct 2015 (3 months)

Provided LAN support for client desktop software and internet-based products and services via phone, email, and in person for users on Windows 7/8.1. Installed printers/scanners and imaged workstations with WDS while conducting UCS inventory and managing devices in Active Directory.

Windows 7 8.1 Support WDS Imaging UCS Inventory