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Hyattsville
Valencia Dienhoue

Valencia Dienhoue

IT Support Technician

Technology / Internet

Hyattsville, Prince George's

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About Valencia Dienhoue:

Security+ certified IT Support Technician with 2+ years of enterprise IT experience providing Tier I–II support for hardware, software, and M365 environments. Skilled in advanced troubleshooting, workstation imaging, mobile device management (Intune), and Active Directory/Entra ID administration. Experienced supporting Teams, VoIP, and A/V setups for meetings and events. Adept at creating knowledge base articles, SOPs, and user training materials to streamline Tier 1 resolution and escalate effectively to Tier 3. Known for delivering VIP-level support with a user-first, collaborative approach.

Experience

IT Support Technician
Children’s Spot — Sept 2023–Present

  • Provided Tier I–II support for 200+ users, resolving Microsoft 365, Teams, SharePoint, and hardware issues.
  • Delivered VIP-level support, including one-on-one assistance and coordination during special meetings/events.
  • Supported Intune mobile device management: device provisioning, resets, and troubleshooting.
  • Managed workstation refreshes: imaging, setup, moves/adds/changes.
  • Created and updated knowledge base articles, SOPs, and onboarding guides to streamline Tier 1 resolution.
  • Configured and supported Teams/Outlook, OneDrive sync, and access provisioning in Active Directory/Entra ID.

IT Security Intern
Children’s Spot — Jan 2022–Sept 2023

  • Assisted with workstation patching, vulnerability scans, and firewall updates.
  • Documented security policies and compliance requirements.
  • Shadowed Tier 2/3 staff during incident response and integrity checks.

Registered Behavior Technician
Kennedy Krieger Institute — Feb 2021–Jan 2022

  • Trained staff on digital tools and documentation processes, ensuring HIPAA compliance.
  • Managed secure records and supported adoption of new tracking systems.

Dedicated Aide
Kennedy Krieger Institute — Aug 2019–Feb 2021

  • Supported learners with assistive technology and data-driven progress tracking.

Front Desk Receptionist
Georgetown Suites — Apr 2017–Aug 2019

  • Delivered white-glove guest service, coordinating with internal teams and maintaining accurate system records.

Education

Bachelor of Science – IT Management (In Progress)
Western Governors University | Expected April 2026

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