Tenzin Phende Mengele

In my role as IT Help Desk 1, I was responsible for delivering quick and comprehensive IT support to users at our main office's in Goleta and all users across North America and sometimes supporting in other countries.

I provided timely and effective assistance to ensure users remained productive and connected. I perform (Installs, Moves, Adds, Changes, Troubleshooting) tasks for Windows and Apple devices. For example, I performed hardware replacements, and resolved printer-related issues. I also managed depot operations, including device imaging, configuration, and inventory handoff, ensuring devices were ready for deployment and tracked accurately.

I played a key role in supporting audiovisual setups for meetings and conference rooms, offering urgent troubleshooting to ensure smooth execution of events.

My responsibilities included delivering VIP-level support, prioritizing resolution for executives and high-impact users to maintain business continuity.

Additionally, I supported onboarding and offboarding workflows in collaboration with IT, HR, and Security teams, ensuring seamless transitions for employees. I maintained detailed documentation of processes, standard operating procedures (SOPs), and ticket resolutions within ServiceNow, contributing to knowledge base development and operational transparency.