ROMEO NARAG
San Francisco
Summary
Highly motivated IT Support Specialist with hands-on experience providing onsite and remote technical support in fast-paced environments. Proven ability to troubleshoot hardware, software, and network issues while delivering excellent customer service. Experienced in device provisioning, identity management, and enterprise tools. Strong team player focused on efficiency, user satisfaction, and operational reliability.
Overview
4
4
years of professional experience
Work History
IT Helpdesk Specialist
CytomX Therapeutics
South San Francisco, CA
04.2025 - 04.2026
- Provide onsite IT support for 40+ users daily, resolving hardware, software, and connectivity issues to maintain business operations
- Troubleshoot and maintain laboratory instruments, ensuring optimal performance and compliance with safety standards for Clinical lab support
- Manage and organize e-waste inventory, preparing assets for scheduled disposal within deadlines
- Configured VPN for users and troubleshoot network issues
- Provide support to all executives in the company
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
IT Helpdesk Intern
Roblox
San Mateo, CA
08.2022 - 01.2023
- Provided onsite and remote support to 1,300 users, achieving a 98% customer satisfaction rate
- Troubleshot and resolved issues for 30+ devices regularly
- Provisioned devices using JAMF and MDT to support employee onboarding
- Managed asset inventory using Asset Tiger, improving tracking accuracy
- Triaged and resolved helpdesk tickets using Zendesk
- Maintained Zoom Rooms and ensured systems were updated and fully functional
- Assisted Network team in reconfiguring IP addresses
Enterprise Site Support Technician
Matson
Oakland, CA
07.2022 - 01.2023
- Deployed and imaged 300+ laptops and desktops using PXE boot and Windows 11
- Delivered high-level technical support to executives and C-level staff
- Managed user accounts, permissions, and access in Active Directory
- Configured and troubleshot VPN and Wi-Fi connectivity issues for end users
- Ensured seamless onboarding/offboarding by provisioning and decommissioning devices
- Collaborated with cross-functional teams to implement system updates and upgrades seamlessly.
Education
High School Diploma -
Year Up
San Francisco, CA01.2023
High School Diploma -
Jefferson High School
Daly City, CA05.2021
Skills
- Operating Systems: Windows 10/11, MacOS
- Directory & Identity: Active Directory, Okta, Duo
- Device Management: SCCM, JAMF, Workspace ONE
- Support Tools: Zendesk, Slack, Service Now, Zoom
- Networking & VPN: GlobalProtect, Wi-Fi troubleshooting
- Productivity: Microsoft 365, Adobe, Box, Workday Other: 1Password, Nomad
- System upgrades
- Application support
- Technical documentation
- Software installation
- Technical troubleshooting
- Ticket management
Timeline
IT Helpdesk Specialist
CytomX Therapeutics
04.2025 - 04.2026
IT Helpdesk Intern
Roblox
08.2022 - 01.2023
Enterprise Site Support Technician
Matson
07.2022 - 01.2023
High School Diploma -
Year Up
High School Diploma -
Jefferson High School