MFR | Helpdesk Excellence
Recognized for exceptional helpdesk support and consistently exceeding customer satisfaction benchmarks.
Available for opportunities
Patrick Robles
IT Professional | Helpdesk Team Lead & System Administration
Results-driven technical support, IT operations, and team leadership aligned with DoD standards.
About Me
Dedicated to Excellence in IT Support
I am a results-driven IT professional with expertise in technical support, IT operations, system administration, and team leadership. I specialize in Active Directory administration, hardware and software troubleshooting, and lifecycle replacements across classified and unclassified network environments.
I have extensive experience training, mentoring, and coaching teams to uphold professional standards and improve performance. I bring strong problem-solving, risk management, and analytical skills to every role, with a keen eye for detail and adaptability in both individual and leadership capacities.
I am proficient in PowerShell scripting and ticketing systems including AESMP and ServiceNow. CompTIA Network+ and Security+ certified, I am currently pursuing CySA+ certification and remain committed to efficiency, compliance, and technical excellence in alignment with DoD policies.
Team Leadership
Mentoring, coaching, and performance evaluations.
System Administration
Active Directory, permissions, and lifecycle replacements.
Cybersecurity
CompTIA certified; classified & unclassified environments.
DoD Compliance
Professional standards, policies, and operational security.
Credentials
Certifications & Training
CompTIA Security+
Current
Expires 2029
CompTIA Network+
Current
Expires 2029
Cisco Intro to Cybersecurity
Completed
Cisco Networking Basics
Completed
Currently pursuing CompTIA CySA+ certification.
Career
Professional Experience
Hands-on IT leadership, system administration, and helpdesk operations in DoD environments.
Level I / Level II Help Desk, Team Lead
Hawk Associates · Fort Huachuca, AZ
Team Leadership & Training
- Motivated, coached, and mentored team members to improve performance and professionalism
- Conducted written evaluations and provided constructive feedback
- Ensured compliance with DoD policies on dress code, hygiene, and professional conduct
System Administration & IT Operations
- Managed Active Directory tasks: user and group account creation, updates, and removals
- Configured and maintained permissions for user and group access
- Administered classified and unclassified network environments, ensuring operational security
- Led multiple hardware lifecycle replacements, coordinating procurement and deployment
- Reimaged workstations, installed and configured software, and managed license applications
Technical Support & Issue Resolution
- Provided technical support and end-user instruction, resolving system issues efficiently
- Troubleshot hardware, software, and Active Directory issues to maintain system functionality
- Managed ticketing requests through AESMP and ServiceNow, escalating as needed
- Collaborated with specialized teams and Tier III support to resolve complex IT issues
- Applied customer de-escalation tactics; clearly explained issues and resolution steps
- Provided timely updates on ticket status and progress for end users
Automation & Process Optimization
- Used PowerShell scripting for administrative tasks and troubleshooting
- Utilized command-line interface (CLI) for system diagnostics and configuration
Online Sports Performance Coach
Fiverr · Level 2 Seller · Roswell, NM
- Delivered personalized coaching and instructional support to online clients
- Built strong communication, teaching, and client relationship skills
- Maintained Level 2 Seller status through consistent quality and customer satisfaction
Expertise
Skills & Competencies
Technical Skills
- Active Directory Administration
- ServiceNow Ticketing
- AESMP Ticketing
- Hardware Troubleshooting
- Software Troubleshooting
- PowerShell Scripting
- CLI Diagnostics
- Workstation Imaging
- Hardware Lifecycle Management
- Software Installation
- License Management
- Classified Networks
- Unclassified Networks
- Tier I Help Desk
- Tier II Help Desk
- Network Troubleshooting
- Windows Support
- VPN & Remote Access
- Cybersecurity Fundamentals
- DoD Policy Compliance
- Operational Security
- End-User Support
- Ticket Escalation
Soft Skills
- Customer Service
- Strong Communication
- Problem-Solving
- Analytical Skills
- Teaching & Training
- Mentoring & Coaching
- Team Leadership
- Teamwork
- Risk Management
- Initiative-Taking
- Instructional Design
- Customer De-escalation
- Adaptability
- Punctuality
- Common Sense
- IT Operations
- Written Evaluations
- Constructive Feedback
- Professional Conduct
- Attention to Detail
- Time Management
- Process Optimization
Achievements
Performance Reviews & Recognition
Documented recognition for outstanding performance, customer service, and technical excellence.
MFR | Customer Service Excellence
Acknowledged for outstanding communication skills and dedication to resolving user issues with professionalism and empathy.
MFR | Technical Achievement
Honored for innovative troubleshooting approaches and contributions to the team knowledge base that improved resolution times.
Get in Touch
Let's Connect
Interested in working together? Send a message or reach out directly via email.
Contact Information
Phone
575-910-7821Role
IT Professional | Helpdesk Team Lead