Service Desk It Support
Resume:
Serge Alex Gavrilov
IT Support / Service Desk Management
704-***-**** ● Jupiter, FL
Technically astute and results-driven IT leader with extensive experience in service desk management, network support, cybersecurity engineering, and IT project administration.
Demonstrated excellence in leading multi-location service teams, resolving high-impact technical issues, and delivering infrastructure transformation projects. Proficiency in network infrastructure, cybersecurity frameworks, cloud services, and end-user support/training. Skilled in system migrations, cloud adoption, security compliance, and ticketing system optimization. Known for advancing operational performance through training, knowledge base expansion, and SLA enforcement. Strong technical acumen combined with leadership excellence in mentoring teams, managing projects, and aligning IT initiatives with business goals.
Areas of Expertise
Service Desk Management
SLA Compliance & Reporting
Technical Troubleshooting & Resolution
Remote Workforce Enablement
End-User Training & Support
Network Security Implementation
Firewall Configuration & Management
Compliance & Quality Assurance
Cybersecurity Risk Mitigation
Disaster Recovery Planning
O365 Deployment & Support
IT Infrastructure Optimization
Cloud Migration & Administration
Virtualization & Server Management
IT Project Lifecycle Management
Technical Proficiencies
Networking:
DHCP DNS TCP/IP protocols Umbrella DNS Cisco Meraki Meraki switches Network printers Scanners Print servers Wireless access points Verizon connectivity
Security:
Fortinet firewalls Calyptix firewalls Bitdefender Gravityzone Zscaler Duo Mobile
IT Management & Automation:
Continuum Autotask Labtech Automate Xendesk FreshService PDQ Screen Connect Intune Company Portal
Operating Systems:
Windows 8 Windows 7 Windows 10 Windows 11
Servers:
Servers 2003 – 2019 SBS 2003 SBS 2008 SBS 2011 Goodlink Server
Active Directory:
Azure Active Directory GPO Shared Drives Egnyte shared drives
Remote Access & Support:
AnyDesk Citrix
Professional Experience
Price Brothers, Inc. – Charlotte, NC
Senior Network Support Engineer / Service Desk Manager
Mar 2024 – Present
Oversee front-line IT operations in a hands-on leadership role within Service Desk. Diagnose and troubleshoot critical infrastructure issues affecting Meraki devices and networks. Enhance technical proficiency of L1 and L2 MSP staff through targeted training and active mentorship. Ensure best-in-class IT support provision aligned with SAL requirements.
Resolved persistent issues related to Shared Drive mappings configured through Group Policy Objects (GPO).
Spearheaded seamless Office 365 migration while maintaining full administrative oversight post-deployment.
Streamlined software deployment and imaging workflows by acquiring and configuring PDQ Deploy and PDQ Inventory.
Delivered full setup of FreshService ticketing platform, integrated DUO Mobile security, and built a new datacenter in Cincinnati.
Introduced DUO Mobile for two-factor authentication and led comprehensive end-user training sessions.
Implemented ScreenConnect across all endpoints to enhance remote access and support capabilities.
Jenoptik, Inc. – Jupiter, FL
IT Systems Specialist / IT Support Specialist
Nov 2022 – Mar 2024
Delivered technical support to teams across Florida, Alabama, California, Michigan, Canada, and Mexico. Facilitated seamless onboarding by creating user accounts, configuring hardware, and conducting one-on-one training. Diagnosed and corrected hardware malfunctions and software failures across multiple environments.
Facilitated enterprise-wide email migration initiatives by resolving critical IT issues.
Eliminated persistent disruptions in GoTo phone systems through targeted troubleshooting.
Administered Azure Active Directory environments in both U.S. and German infrastructures.
Supported six regional and international offices while leading complete Office 365 migration.
Kolter LLC – Delray Beach, FL
Service Desk Support Technician
Feb 2022 – Nov 2022
Managed support tickets for users located in Florida, Tennessee, Georgia, North Carolina, and South Carolina. Remediated recurring access and sync issues affecting Egnyte shared drive environments. Guided end-users through technical problems related to Intune Company Portal. Diagnosed and corrected both hardware and software-related malfunctions across multiple platforms.
Ensured performance and stability of Meraki switches through consistent monitoring and upkeep.
Conducted new hire technology orientations and deployed devices configured to user specifications.
Implemented and enforced Azure Active Directory accounts, policies, and configurations.
Addressed functionality issues in RingCentral to restore communication reliability.
Oasis Outsourcing/Paychex – West Palm Beach, FL
Service Desk Supervisor Nov 2019 – Jan 2022
Service Desk Analyst II Nov 2018 – Nov 2019
Nov 2019 – Jan 2022
Directed a team of eight technicians operating across three U.S. states. Administered Active Directory environments to manage user access, permissions, and authentication. Delivered technical assistance to 2,000+ users nationwide, including headquarters-based staff. Maintained SLA compliance while continuously enhancing internal knowledge base.
Established and implemented standardized remote support procedures to improve response efficiency.
Oversaw all Office 365 administrative functions to support collaboration and enterprise communication.
Addressed critical hardware requests and on-site technical needs at West Palm Beach office since March 2020.
Orchestrated a rapid transition to remote work for 350 employees with zero operational downtime.
Waypoint – Charlotte, NC
Service Desk Lead / Service Desk Manager
Nov 2010 – Oct 2018
Delivered end-to-end technical support and server administration for over 200 client organizations, managing more than 3,500 desktops and 250+ servers. Led full-scope Active Directory management, including user provisioning, Group Policy administration, and group creation for access control. Provided cross-platform desktop support for environments running Windows and macOS operating systems. Administered Small Business Server (SBS) environments including 2003, 2008, and 2011 editions. Installed and configured networked printers, scanners, print servers, and wireless access points. Resolved critical server issues during scheduled on-call rotations.
Maintained Exchange Server infrastructures across both 2010 and 2016 versions.
Supported mobile and telecom hardware, including Android tablets, iPads, and smartphones.
Spearheaded implementation of an enterprise-wide imaging process after presenting the initiative to company leadership.
Led a five-member technical team while serving as primary point of escalation for unresolved issues.
Established structured support procedures that drove SLA compliance to 99.5% under direct supervision.
Additional Experience as Service Desk Engineer at Ampcomp
Education
MCSE. MCP, HDI – PC Professor
AS: Nursing – Galen Health Institute
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