It Support Specialist

IT Support Specialist Tier * (Networking, Cloud, and End User Technical Support)

Summary

Experienced IT professional with 5+ years in technical support and networking, specializing in troubleshooting and network optimization. Proficient in managing devices, resolving connectivity issues, and ensuring security. Recognized for effective communication, leadership, and critical thinking skills. Committed to continuous learning and delivering impactful results.

Core Competencies

Active Directory Management: Skilled in user/group management, Group Policy implementation, and access security.

VPN and Remote Support Tools: Proficient in configuring/troubleshooting VPNs (IPSec, SSL) and managing tools like RDP, TeamViewer, and Quick Assist, with basic knowledge of PowerShell Scripting for automation.

Computer Imaging & Deployment: Experienced with Microsoft Deployment Toolkit (MDT), Windows Deployment Services (WDS), and System Center Configuration Manager (SCCM) for system image creation and deployment.

Network Troubleshooting: Expertise in diagnosing DHCP, DNS, VLAN, LAN/WAN, and VPN issues using tools like Wireshark and SolarWinds.

Basic Router & Switch Management: Familiar with Cisco CLI, Arista, and SonicWall for VLANs and LAN/WAN optimization.

Microsoft Exchange Support: Basic experience with mailbox management and Outlook profile configuration.

End-User Support: Skilled in resolving PC issues like BSOD, OS upgrades, imaging, and application support.

Endpoint Security: Experienced in managing tools for virus, malware, and ransomware protection.

Virtual Infrastructure: Basic knowledge of Hyper-V and VMware virtualized environments. Basic knowledge of Virtual Desktop Infrastructure.

Network Drive & Printer Management: Proficient in managing network drives and print servers.

Cross-Platform IT Support: Support for Windows, macOS, and mobile devices.

Microsoft 365 Administration: Skilled with Teams, SharePoint, OneDrive, VoIP, and Exchange Online. Basic Knowledge about Microsoft Intune.

Ticketing Systems: Experienced in SLA-based issue resolution and customer-focused support. Using Freshdesk, Spiceworks, Jira, SolarWinds and basics knowledge about ServiceNow.

Problem Solving: Strong troubleshooting and empathetic user support in high-pressure situations.

Microsoft Cloud PCs: Basic knowledge about Microsoft cloud PCs.

Experience

Elite ITFix

Remote IT Support Specialist August 2022 – Current

Daily IT Support: Executed user account lifecycle management, including creation, modification, and deletion in Active Directory. Administered associated Exchange mailboxes and Microsoft Teams access.

HR Collaboration: Partnered with HR for seamless onboarding and offboarding, ensuring proper IT resource allocation and deactivation.

Active Directory and Exchange Management: Managed Active Directory user accounts and Exchange mailboxes. Provided advanced troubleshooting and support for Outlook-related issues.

Server Management: Conducted administration of Exchange servers, file servers, network drives, and backup systems. Performed routine maintenance and monitoring to ensure server health and data integrity.

Network and Connectivity Support: Resolved issues related to network connectivity, internet access, intranet resources, and VPN configurations. Implemented network troubleshooting techniques to diagnose and fix connectivity problems.

Ticketing System Proficiency: Utilized Spiceworks for efficient IT support ticket tracking, prioritization, and resolution. Maintained detailed documentation of support activities and user interactions.

Successfully transitioned organization to Office 365 with minimal downtime.

Silver Hill

Remote IT Support February 2019 – August 2022

Provided remote support for Windows 10 and 11 laptops and desktops using tools such as TeamViewer Quick Assist and Microsoft Teams.

Delivered end-user support for diverse clients.

Managed Active Directory, Exchange, and performed basic Office 365 administration, including Exchange Online and Teams.

Installed, configured, and troubleshot Windows-based operating systems, Microsoft Office (2016/2019/2022), and web browsers while adhering to established processes, procedures, and policies.

Supported and resolved network printing issues, including management of printers and print servers.

Addressed service-related questions, escalated calls when needed, and ensured prompt issue resolution.

Reduced helpdesk response times by optimizing ticketing workflows.

Certification

CompTIA Network+

Microsoft 365 Fundamentals

Microsoft Azure Fundamentals

Pursuing: Security+ (Q4 2025)

Education

Associate in science, Central Piedmont Community College

Contact this candidate