Senior IT Support Specialist

-ARNOLD HAIGHT -

Washington, NJ ***** • 973-***-**** • ******.******@*****.*** • https://www.linkedin.com/in/arnoldhaight/

Professional Summary

Senior IT Support Specialist with extensive experience delivering remote and on-site end-user support across enterprise environments in pharmaceutical, manufacturing, and corporate sectors. Proven ability to resolve complex technical issues, improve service delivery, and reduce downtime through proactive support and process optimization.

Skilled in supporting distributed workforces using remote tools, managing incidents and changes through ServiceNow, and maintaining high SLA performance within ITIL frameworks. Known for strong communication, cross-functional collaboration, and the ability to operate independently in fast-paced environments.

Actively seeking remote IT Support, Desktop Support Engineer, or End User Computing (EUC) roles.

Core Skills

End User Computing (EUC) Support

Remote IT Support & Troubleshooting

ServiceNow (Incident, Request, Change Management)

ITIL Service Management

Windows 10/11 Enterprise Support

Active Directory & User Administration

Office 365 / Exchange Online / Copilot

Mobile Device Management (MDM – iPhone)

Desktop & Laptop Hardware Support

SCCM / Imaging / Intune

Audio-Visual & Conferencing Support (Crestron, Cisco)

Hardware & Software VPN & Remote Access Support

SLA Management & Ticket Prioritization

Professional Experience

Service Desk Analyst – Givaudan, Mount Olive, NJ (2023- 2025)

Delivered remote and on-site IT support for desktop, mobile, and infrastructure services in an enterprise environment.

Managed incidents, service requests, and change tickets using ServiceNow in alignment with ITIL practices.

Reduced ticket resolution time by 20% through process improvements and proactive issue identification.

Supported remote users via VPN, remote desktop tools, and mobile device management platforms.

Administered user accounts and access through enterprise systems.

Deployed, configured, and supported Windows-based systems and enterprise applications.

Provided AV and conferencing support for hybrid meetings and corporate events.

Coordinated system upgrades, deployments, and infrastructure improvements across teams.

Systems Support Specialist – EPTAM Precision Molding, Phillipsburg, NJ (2021 – 2023)

Provided Tier 2 IT support for end users, resolving hardware, software, and connectivity issues.

Delivered remote troubleshooting using enterprise support tools, minimizing user downtime.

Managed and tracked tickets through ServiceNow, ensuring SLA compliance.

Installed, configured, and maintained desktops, laptops, and peripheral devices.

Supported conferencing and AV systems for internal meetings and remote collaboration.

Partnered with cross-functional teams to implement IT solutions aligned with business needs.

Site IT Support – MARS Wrigley, Hackettstown, NJ (2018 – 2021)

Delivered desktop and remote IT support in a manufacturing and corporate environment.

Imaged and deployed systems using SCCM, ensuring consistent and efficient rollouts.

Supported Office 365 applications, user access, and email-related issues.

Assisted with Cisco telephony and AV systems for hybrid communication environments.

Managed mobile device activation and support using MDM solutions.

Maintained system uptime and reduced resolution times through efficient troubleshooting.

Local Technology Coordinator – Marsh & McLennan Companies, Morristown, NJ (2013 – 2018)

Provided enterprise-level desktop and remote support for end users across multiple locations.

Managed hardware/software deployments and system configurations.

Supported remote users and ensured seamless connectivity via VPN and enterprise tools.

Tracked and managed IT assets using corporate asset management systems.

Coordinated technology setup for meetings, events, and executive support.

Senior Desktop Support Technician – Ikaria, Hampton, NJ (2010 – 2012)

Delivered Tier 2/3 desktop and remote support for enterprise users.

Resolved complex system and network issues, improving overall service reliability.

Documented support processes and contributed to knowledge base improvements.

Led troubleshooting efforts and mentored junior technicians.

Supported onboarding, system setup, and remote access for new employees.

Technology Support Roles – Ernst & Young, J.H. Cohn LLP, Daiichi Sankyo, Inc. (1997 – 2010)

Provided Tier 2/3 IT support in global enterprise environments.

Supported desktop systems, users, and infrastructure across multiple regions.

Education

Bachelor of Science in Information Technology (In Progress)

Southern New Hampshire University

Certifications

CompTIA A+

ITIL Foundation Certification

Data Center Support – Chubb Institute

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