Amanda Do
Fresno
Summary
IT Support Analyst skilled in Tier 1/2 support, Active Directory management, and device deployment. Successfully supported critical systems for public safety and education, demonstrating expertise in troubleshooting and user account management across various platforms.
Overview
1
1
Certification
9
9
years of professional experience
Work History
IT Support Analyst Contractor
City of Austin Public Safety
Austin
09.2023 - 01.2025
- Delivered Tier 1 and Tier 2 support via in-person, phone, email, and ServiceNow channels, contributing to 99.9% uptime for critical systems.
- Resolved 30-40 incidents weekly while achieving a 95% first-contact resolution rate and escalating high-priority incidents through the NOC when required.
- Troubleshot Active Directory issues, MFA configurations, network connectivity, and hardware/software failures across enterprise systems to ensure system availability.
- Managed user accounts and secure endpoint updates using CrowdStrike across 6,000+ managed devices.
- Deployed and configured more than 600 desktops, laptops, tablets, and peripherals for field and office personnel.
- Performed system imaging, NIST 800-88 compliant data wiping, and user onboarding for city-wide PC refresh projects.
- Installed, tested, and upgraded hardware and software, enhancing reliability and operational performance of IT infrastructure.
- Supported mission-critical public safety systems serving 6,000+ users across emergency operations and 9-1-1 environments.
PC Deployment Technician
GTS Technology
Austin
06.2022 - 09.2023
- Deployed and configured more than 500 Windows and macOS devices across multiple Austin-area school districts.
- Coordinated deployment schedules with IT teams and administrators to ensure rollouts with minimal disruption.
- Installed, imaged, upgraded, and tested systems to ensure operational readiness and minimize downtime.
- Configured BIOS settings, managed software installations, and completed quality assurance testing prior to deployment.
- Provided technical support to students, teachers, and staff by resolving hardware, software, and connectivity issues.
- Managed user accounts, permissions, and deployment documentation in compliance with security policies.
Culinary Specialist
United States Army
05.2016 - 12.2018
- Coordinated logistics and supply distribution activities, ensuring adherence to Army regulations and enhancing operational effectiveness.
- Managed inventory accountability, ordering, receiving, and storage operations, ensuring seamless support for mission requirements.
- Collaborated with cross-functional teams to support operational readiness and improve efficiency.
- Performed administrative functions including documentation, reporting, and record management to streamline operational tracking.
- Trained and supported team members on procedures, safety requirements, and operational processes.
- Operated effectively in high-pressure environments with strict deadlines and mission-critical responsibilities.
- Supported high-volume food service operations in fast-paced environments requiring accuracy, prioritization, and attention to detail.
- Maintained 100% compliance with food safety, sanitation, and inspection standards.
Education
Technical Degree - Network Engineering
CyberTex Institute of Technology
Killeen, TX12-2019
High School Diploma -
Central High School
Fresno, CA06-2013
Skills
- Active Directory
- Hardware configuration
- MFA
- CrowdStrike
- Windows 10/11
- MacOS
- Microsoft 365
- ServiceNow Ticketing
- Virtualization
- Call center operations
- Software Deployment
- Patch Management
- Network troubleshooting
- Device provisioning
- BIOS Configuration
- Tablets
- Data sanitization
- Employee onboarding
- Microsoft Teams
- ITIL framework
Certification
- Network Engineering Certificate
Timeline
IT Support Analyst Contractor
City of Austin Public Safety
09.2023 - 01.2025
PC Deployment Technician
GTS Technology
06.2022 - 09.2023
Culinary Specialist
United States Army
05.2016 - 12.2018
Technical Degree - Network Engineering
CyberTex Institute of Technology
High School Diploma -
Central High School