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Leo Panda
IT Support Specialist
PROFESSIONAL SKILLS
Technical Support
Windows 10/11macOSMicrosoft 365Google WorkspaceHardware Troubleshooting
Systems & Administration
Active DirectoryAzure ADIntuneOktaVPN
Service Desk Tools
ServiceNowZendeskJira Service ManagementSLA ManagementKnowledge Base Documentation
EDUCATION
Austin Community College
Information TechnologyTechnical Support
Associate of Applied Science in Information Technology
Austin, TXAug 2019 - May 2021
Focused on computer systems support, networking fundamentals, and information security basics.
PROFESSIONAL SUMMARY
IT Support Specialist with 4+ years of experience resolving hardware, software, network, and account issues in fast-paced business environments. Skilled in Microsoft 365, Active Directory, ServiceNow, endpoint support, and user training, with a strong record of meeting SLAs and improving first-contact resolution.
PROFESSIONAL EXPERIENCE
Lone Star Health Partners
Austin, TX
HealthcareMulti-Site Operations
IT Support Specialist
Sep 2022 - Present
Service DeskEndpoint Support
- Resolved 45+ daily support tickets across Windows, Microsoft 365, printers, VPN, and mobile devices while maintaining a 96% SLA compliance rate.
- Administered Active Directory and Azure AD accounts, reducing onboarding setup time by 30% through standardized access checklists and automation templates.
- Supported 650 employees across three clinics, troubleshooting endpoint, network, and application issues through ServiceNow, remote tools, and desk-side assistance.
- Created 25 knowledge base articles for recurring incidents, improving first-contact resolution by 18% and reducing repeat tickets from clinical teams.
BrightWave Logistics
Round Rock, TX
LogisticsMid-Market
Help Desk Technician
Jun 2020 - Aug 2022
Tier 1 SupportUser Administration
- Provided Tier 1 and Tier 2 support for 300 users, resolving workstation, scanner, Wi-Fi, email, and application issues within target response times.
- Imaged and deployed 120 laptops using standard build procedures, ensuring device encryption, security updates, and required business applications were completed.
- Managed password resets, group memberships, shared mailbox access, and basic permissions in Active Directory, Microsoft 365, and Okta.
- Escalated complex network and server incidents with clear documentation, reducing average handoff time by 22% for infrastructure engineering teams.
CERTIFICATIONS
CompTIA A+ - CompTIA
Feb 2024
Google IT Support Professional Certificate - Google
Aug 2023
Leo Panda
IT Support Specialist
PROFESSIONAL SKILLS
Technical Support
Windows 10/11macOSMicrosoft 365Google WorkspaceHardware Troubleshooting
Systems & Administration
Active DirectoryAzure ADIntuneOktaVPN
Service Desk Tools
ServiceNowZendeskJira Service ManagementSLA ManagementKnowledge Base Documentation
EDUCATION
Austin Community College
Information TechnologyTechnical Support
Associate of Applied Science in Information Technology
Austin, TXAug 2019 - May 2021
Focused on computer systems support, networking fundamentals, and information security basics.
PROFESSIONAL SUMMARY
IT Support Specialist with 4+ years of experience resolving hardware, software, network, and account issues in fast-paced business environments. Skilled in Microsoft 365, Active Directory, ServiceNow, endpoint support, and user training, with a strong record of meeting SLAs and improving first-contact resolution.
PROFESSIONAL EXPERIENCE
Lone Star Health Partners
Austin, TX
HealthcareMulti-Site Operations
IT Support Specialist
Sep 2022 - Present
Service DeskEndpoint Support
- Resolved 45+ daily support tickets across Windows, Microsoft 365, printers, VPN, and mobile devices while maintaining a 96% SLA compliance rate.
- Administered Active Directory and Azure AD accounts, reducing onboarding setup time by 30% through standardized access checklists and automation templates.
- Supported 650 employees across three clinics, troubleshooting endpoint, network, and application issues through ServiceNow, remote tools, and desk-side assistance.
- Created 25 knowledge base articles for recurring incidents, improving first-contact resolution by 18% and reducing repeat tickets from clinical teams.
BrightWave Logistics
Round Rock, TX
LogisticsMid-Market
Help Desk Technician
Jun 2020 - Aug 2022
Tier 1 SupportUser Administration
- Provided Tier 1 and Tier 2 support for 300 users, resolving workstation, scanner, Wi-Fi, email, and application issues within target response times.
- Imaged and deployed 120 laptops using standard build procedures, ensuring device encryption, security updates, and required business applications were completed.
- Managed password resets, group memberships, shared mailbox access, and basic permissions in Active Directory, Microsoft 365, and Okta.
- Escalated complex network and server incidents with clear documentation, reducing average handoff time by 22% for infrastructure engineering teams.
CERTIFICATIONS
CompTIA A+ - CompTIA
Feb 2024
Google IT Support Professional Certificate - Google
Aug 2023
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