Summary
IT Support Specialist with 12+ years of experience working directly with executives and salespeople in a demanding environment. Specializing in Windows and Mac troubleshooting and familiarity with multiple office and cloud suites of software.

Skills Highlights

  • 12 years desktop support experience, supporting approximately 1,000 end users, including executives and VIPs, both onsite and remote.
  • Prioritizing and responding to user requests for IT assistance including walk-up requests, phone calls, email requests, and user submitted tickets.
  • IT support in Office365 and Google Docs environments.
  • Microsoft Windows 8, 10 and 11 and MacOS (all versions) troubleshooting experience.
  • Corporate-wide Operating System (OS) migrations and hardware refreshes.
  • Deploying 2 Factor Authentication (2FA) to users using Duo Mobile and Okta Verify, including hard tokens.

Experience
McAfee – Intel Security LLC – McAfee Public Sector LLC – Trellix Public Sector LLC
2011-2024
Sr. IT Support Specialist

  • Deployed or re-imaged corporate PCs using Microsoft Azure, InTune Company Portal, and Autopilot.
  • Utilized Jamf and Apple Business Manager (ABM) to deploy or re-image corporate Macs.
  • Installed VMware on PCs and Macs to meet engineering requirements on an as-needed basis.
  • Used McAfee ePO administration for user provisioning, client computer policy management, Endpoint Encryption administration, and machine/user recovery.
  • Deployed Mobile Device Management (MDM) to Android and iOS devices using Microsoft Company Portal and Google Device Policy.
  • Deployed 2FA Duo Mobile and Okta Verify.
  • Maintained the asset inventory of corporate PCs and Macs.
  • Employed multiple ticketing systems including Remedy, Service Now, and SymphonyAI.

AOL
1995-2010
Various IT Support Roles

  • Release Management, Sr. Release Coordinator – Mastered all Release Management tasks then branched out into documentation website management and building monitoring tools for the Release Management database.
  • Network Operations Center – Monitored the AOL host system and responded to problems in a break-fix capacity.
  • Call Center Technology Process Monitoring – Provided next level of support (tier 2) to Technical Support Representatives while also monitoring call queue levels.
  • Product Support Representative – Alpha/Beta testing of new software and services for Windows and Mac.
  • Technical Support Representative – Provided technical support directly to users calling into the technical support phone line.

Experience/Certifications
AOL technical support training in Macintosh and Windows environments.