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Leo Panda
Desktop Support Engineer
PROFESSIONAL SKILLS
Endpoint Support
Windows 10/11macOSMicrosoft 365Hardware TroubleshootingPrinter Support
Systems Administration
Active DirectoryAzure ADGroup PolicyIntuneSCCM
Service Desk Operations
ServiceNowJira Service ManagementITILSLA ManagementTicket Triage
EDUCATION
San Antonio College
Information TechnologyTechnical Support
Associate of Applied Science in Information Technology
San Antonio, TXAug 2017 - May 2019
Focused on network fundamentals, Windows administration, and technical support operations.
Professional Profile
Transforming expertise into professional impact.
PROFESSIONAL SUMMARY
Desktop Support Engineer with 5+ years of experience supporting Windows, macOS, Microsoft 365, Active Directory, endpoint hardware, and enterprise ticketing systems. Known for improving first-contact resolution, reducing repeat incidents, and delivering clear user support across hybrid office environments.
PROFESSIONAL EXPERIENCE
Lone Star Financial Services
Austin, TX
Financial ServicesEnterprise IT
Desktop Support Engineer
Sep 2021 - Present
Endpoint SupportMicrosoft 365
- Supported 850+ onsite and remote users across Windows, macOS, Microsoft 365, VPN, printers, and mobile devices while maintaining 96% SLA compliance.
- Resolved an average of 42 tickets weekly in ServiceNow, improving first-contact resolution from 68% to 81% within nine months.
- Administered Active Directory, Azure AD, MFA resets, security groups, and onboarding workflows for 120+ new hires annually.
- Deployed laptops through Intune and SCCM imaging processes, reducing standard build time from four hours to under ninety minutes.
- Created 35 knowledge base articles for recurring incidents, cutting duplicate password, VPN, and printer tickets by 22%.
NorthBridge Healthcare Group
Dallas, TX
HealthcareMulti-Site Support
IT Support Specialist
Jun 2019 - Aug 2021
Tier 2 SupportHardware Support
- Provided Tier 1 and Tier 2 support for 500+ clinical and administrative users across desktops, laptops, peripherals, and VoIP phones.
- Troubleshot EHR access, Windows profiles, network connectivity, and application issues, maintaining a 4.8 out of 5 user satisfaction rating.
- Coordinated device refreshes for three outpatient locations, migrating 220 workstations with minimal downtime during scheduled maintenance windows.
- Managed asset records, warranty repairs, and loaner equipment inventory, improving audit accuracy from 82% to 97%.
CERTIFICATIONS
CompTIA A+ - CompTIA
Apr 2024
CompTIA A+ certified.
ITIL 4 Foundation - PeopleCert
Oct 2023
ITIL 4 Foundation certified.
Leo Panda
Desktop Support Engineer
PROFESSIONAL SKILLS
Endpoint Support
Windows 10/11macOSMicrosoft 365Hardware TroubleshootingPrinter Support
Systems Administration
Active DirectoryAzure ADGroup PolicyIntuneSCCM
Service Desk Operations
ServiceNowJira Service ManagementITILSLA ManagementTicket Triage
EDUCATION
San Antonio College
Information TechnologyTechnical Support
Associate of Applied Science in Information Technology
San Antonio, TXAug 2017 - May 2019
Focused on network fundamentals, Windows administration, and technical support operations.
Professional Profile
Transforming expertise into professional impact.
PROFESSIONAL SUMMARY
Desktop Support Engineer with 5+ years of experience supporting Windows, macOS, Microsoft 365, Active Directory, endpoint hardware, and enterprise ticketing systems. Known for improving first-contact resolution, reducing repeat incidents, and delivering clear user support across hybrid office environments.
PROFESSIONAL EXPERIENCE
Lone Star Financial Services
Austin, TX
Financial ServicesEnterprise IT
Desktop Support Engineer
Sep 2021 - Present
Endpoint SupportMicrosoft 365
- Supported 850+ onsite and remote users across Windows, macOS, Microsoft 365, VPN, printers, and mobile devices while maintaining 96% SLA compliance.
- Resolved an average of 42 tickets weekly in ServiceNow, improving first-contact resolution from 68% to 81% within nine months.
- Administered Active Directory, Azure AD, MFA resets, security groups, and onboarding workflows for 120+ new hires annually.
- Deployed laptops through Intune and SCCM imaging processes, reducing standard build time from four hours to under ninety minutes.
- Created 35 knowledge base articles for recurring incidents, cutting duplicate password, VPN, and printer tickets by 22%.
NorthBridge Healthcare Group
Dallas, TX
HealthcareMulti-Site Support
IT Support Specialist
Jun 2019 - Aug 2021
Tier 2 SupportHardware Support
- Provided Tier 1 and Tier 2 support for 500+ clinical and administrative users across desktops, laptops, peripherals, and VoIP phones.
- Troubleshot EHR access, Windows profiles, network connectivity, and application issues, maintaining a 4.8 out of 5 user satisfaction rating.
- Coordinated device refreshes for three outpatient locations, migrating 220 workstations with minimal downtime during scheduled maintenance windows.
- Managed asset records, warranty repairs, and loaner equipment inventory, improving audit accuracy from 82% to 97%.
CERTIFICATIONS
CompTIA A+ - CompTIA
Apr 2024
CompTIA A+ certified.
ITIL 4 Foundation - PeopleCert
Oct 2023
ITIL 4 Foundation certified.
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