ISABELLE BRECHTEL
Touchstone Health Services
Phoenix
1
Certification
10
years of professional experience
IT Support Specialist with 6 years of hands-on experience keeping enterprise environments running and solving complex technical issues. Brings practical expertise in hardware diagnostics, Active Directory, Microsoft Intune, and Office 365, alongside strong documentation and user support. Actively expanding that background with CompTIA Security+ and Network+ as I step into network and cloud security.
Work History
IT Support Technician (Tier II)
3 Years 9 Months- Promoted to Tier II for strong performance and expanded technical responsibility.
- Serve as Tier 2 escalation support for complex technical issues, including device enrollment failures, identifying and access problems, and policy conflicts.
- Managed enterprise user accounts, devices, and security settings through Microsoft Entra ID, Active Directory, Microsoft Intune, and Apple Business Manager, ensuring compliance and security.
- Deploy and configure applications across Windows, macOS, and mobile platforms, ensuring compliance with organizational policies.
- Configure and set up devices for unique use cases, including iPads as kiosks dedicated to single-application use.
- Sync and federate user accounts between Entra ID and Apple Business Manager, maintaining secure authentication and access controls.
- Guided new hires through orientation and onboarding, facilitating first-day setup of devices, accounts, and essential applications to streamline their transition.
- Maintain comprehensive documentation of system configurations, policies, and troubleshooting procedures.
Help Desk Technician (Tier I)
4 Years 6 Months- Delivered first-line technical support for end-users on Windows, macOS, and mobile platforms, both remotely and on-site, resolving issues efficiently.
- Administered user accounts and group permissions in Active Directory, facilitating seamless onboarding and offboarding processes.
- Diagnosed and resolved technical issues for end-users across various platforms.
- Provided exemplary customer service, ensuring timely support and satisfaction.
- Managed ticketing system, prioritizing and tracking user requests efficiently.
Lead Technician
1 Year 11 Months- Led a team of technicians in diagnosing, repairing, and refurbishing desktops, laptops, and mobile devices to ensure quality standards and timely completion.
- Performed hardware repairs, component replacements, and system troubleshooting for a wide range of devices, including Windows and macOS systems.
- Managed inventory of devices and parts, tracking repairs to enhance workflow efficiency and ensure accurate record-keeping.
- Collaborated with operations and IT teams to optimize repair processes, implement best practices, and improve overall workflow efficiency.
- Managed inventory of devices and parts, tracking repairs and maintaining accurate records for workflow efficiency.
- Collaborated with operations and IT teams to streamline repair processes and implement best practices, improving overall workflow.
- Maintained documentation of repair procedures and quality control checks to support team training and ensure compliance with standards.
Team Leader
3 Years 4 Months- Provided exceptional customer service in fast-paced entertainment environment, supporting guests with ticketing, concessions, and inquiries to enhance their overall experience.
- Handled cash and credit transactions efficiently and accurately while operating point-of-sale systems, contributing to smooth financial operations.
- Resolved guest concerns promptly and professionally, maintaining a positive experience and upholding company reputation.
- Coordinated with team members to uphold theater operations, ensuring setup, cleanliness, and adherence to safety compliance standards.
- Operated point-of-sale systems efficiently and accurately while handling cash and credit transactions.
Education
High School
Skills
Identity & Access Management: Microsoft Entra ID
Active Directory
user provisioning
account lifecycle management
Endpoint & Device Management: Microsoft Intune
Apple Business Manager
macOS & Windows deployment
compliance policies
Application & Software Deployment: Office 365
mobile & desktop app distribution
troubleshooting installation/configuration issues
Device enrollment
Hardware & Networking: Desktop/laptop repair
printer setup and troubleshooting
peripheral support
network troubleshooting
VPN access support
kiosk device configuration
System Monitoring & Ticketing: Jira
ticket escalation
IT workflow documentation
auditing and compliance tracking
Certification
- Google IT Support Professional Certificate, Coursera
- CompTIA Security+, Currently Studying
- CompTIA Network+, Currently Studying
Timeline
IT Support Technician (Tier II)
Touchstone Health Services
11.2022 - CurrentRead More
Help Desk Technician (Tier I)
Touchstone Health Services
02.2022 - CurrentRead More
Lead Technician
Westech Recyclers
03.2020 - 02.2022Read More
Team Leader
Harkins Theatres
10.2016 - 02.2020Read More
North Canyon High School
High School
Read More