https://www.linkedin.com/in/reyesmichael
Hello! I am an IT professional with 15 years of desktop and help desk experience looking to transition into systems administration. Hands-on background in Windows Server, M365, Intune, and hybrid Azure AD environments; complemented by a self-hosted Linux-based home lab with running across bare metal and cloud VPS infrastructure, utilizing Proxmox and Docker.
Desktop Technician II August 2023 - Present
HealthPoint Kent, WA
Provide on-site IT support across clinics throughout King County.
Participate in on-call rotation for after-hours support.
Install and test peripherals to ensure continued functionality during Epic EHR migration from NextGen.
Utilize Citrix DaaS for end-user troubleshooting of virtual desktop sessions.
Help Desk Technician December 2020 - August 2023
Oberto Snacks Inc. Kent, WA
Primary end-user support contact for c-suite, administration, operations, and 100+ staff members.
Administered hybrid Azure AD / on-premises environment; managed and maintained endpoints via Intune and SCCM / Microsoft Configuration Manager.
Deployed OS images via Windows Deployment Services PXE Boot, maintained driver packages, and utilized remote control for domain-joined devices.
Handled account provisioning, MFA (Okta / Microsoft 365), and Apple MDM (Jamf).
Utilized Microsoft System Center Service Manager (SCSM) to manage help desk tickets by creating and customizing workflows, notifications, and management packs.
AskIT Technician (Desktop Support) February 2020 - December 2020
Seattle Genetics (via Apex Systems) Seattle, WA
Provided walk-up and remote IT support; managed tickets via ServiceNow.
Assisted with re-imaging of returned equipment for redeployment.
Desktop Support Analyst February 2019 - February 2020
William Lyon Homes Bellevue, WA
Served as primary support contact for 100+ users at headquarters, traveling sales offices, and active construction sites.
Coordinated with sales agents, superintendents, and external vendors for IT equipment setup and teardown at remote work locations.
Deployed Windows OS images via PXE using FOG Project and Windows Deployment Services.
Managed devices via Meraki and Intune MDM.
Procured IT equipment through SHI and CDW; assisted with network appliance racking.
Senior Service Desk Support Technician December 2016 - February 2019
Seattle Children's Seattle, WA
Supported 7,000+ users across multiple locations at a high-volume IT service desk call center, handling ~350 calls per day in the Tier 1 queue.
Served as the primary trainer for new service desk teammates.
Provided support in a mixed thin/thick client Citrix XenApp 6.5/7.5 environment; managed thin-client VDI with Wyse Device Manager.
Assisted remote users connecting to virtual environments via Citrix Receiver through Okta.
Participated in 24/7 on-call rotation and contributed to Tier 2 self-service ticket queue in ServiceNow.
PC and Network Technician March 2016 - October 2016
HealthPoint Renton, WA
Imaged, configured, deployed, and managed inventory of end-user devices; aided in new dental clinic deployment.
Ensured wall port and patch panel connectivity; assisted with ShoreTel IP phone upgrade and A/V equipment setup.
Maintain a multi-node self-hosted infrastructure spanning bare metal and cloud VPS environments across multiple Linux distributions (Fedora, Ubuntu). Deploy and manage containerized services via Proxmox or Docker across all nodes.
Bare metal: Bare metal server (Proxmox) and NAS (ZimaOS) on local network, with Jellyfin for media streaming.
Cloud VPS: Two cloud VPS instances hosting applications such as Ghost CMS (personal blog), Calibre-Web (digital library), and Mealie (recipe management) via Docker Compose.
Networking: Remote access and security managed through Nginx reverse proxy or Cloudflare Tunnels, eliminating open port exposure while maintaining secure public access.