Support Specialist Technical

Andre Dancy

Glen Oaks, NY *****.*****@*****.*** 516-***-**** LinkedIn: [www.linkedin.com/in/andre-dancy-b36b27137]

Professional Summary

Dedicated IT Support Specialist with over 10 years of experience delivering technical support, system maintenance, and user assistance across diverse environments. Proficient in troubleshooting hardware/software issues, administering systems, and enhancing end-user experiences. Hands-on with Active Directory, ServiceNow, Ivanti, and MDM tools like Jamf and AirWatch. Certified in CompTIA Security+ and System Administration. Proven ability to resolve complex issues efficiently while maintaining high levels of customer satisfaction.

Core Skills

• Platforms: Windows, macOS, Linux

• Tools: ServiceNow, Salesforce, Active Directory, Jamf Pro, Ivanti, Cisco Finesse, AirWatch

• Networking: TCP/IP, VPN, Routers, Switches, Firewalls

• Scripting: PowerShell, Bash

• Soft Skills: Troubleshooting, Communication, Incident Management, User Training

• Certifications: CompTIA Security+, Microsoft Cybersecurity Analyst, CYSA+, IT Infrastructure & Systems

Professional Experience

NYU Langone Health — End User Migration Support Specialist

May 2024 – Present

• Managed 30+ daily service calls and 40+ tickets related to end-user device issues.

• Imaged and deployed devices using Jamf Pro and Ivanti.

• Provided remote support via Cisco Finesse and tracked issues in ServiceNow.

• Conducted root-cause analysis and recommended system upgrades.

Avasotech — IT Engineer

July 2023 – May 2024

• Administered Windows Servers (2008–2016) and managed network hardware.

• Resolved LAN/WAN issues and monitored systems for uptime and performance.

• Integrated ServiceNow ticketing with technical event tracking tools.

Vanguard — IT Help Desk Technician

March 2023 – July 2023

• Handled 70+ daily calls, created service tickets, and provided remote desktop support.

• Supported Windows, macOS, and Linux systems.

• Maintained hardware/software inventory and system documentation.

Innovien / Raytheon Technologies — IT Support Specialist

Dec 2022 – May 2023

• Provided Tier 1/2 technical support and resolved 30+ daily tickets.

• Troubleshot network, application, and device performance issues.

• Assisted with hardware setup and remote diagnostics.

P.C. Richard & Son — Technical Support Representative

Aug 2020 – Oct 2022

• Handled 80–90 daily support calls on internal tools and VPN access.

• Supported conferencing tools (Zoom, Teams, Webex) and Office365 suite.

• Managed AV and security systems, assisting both internal and customer-facing teams.

Education

Excel High School – High School Diploma

Graduated: July 2008

Certifications

• CompTIA Security+

• CompTIA Cybersecurity Analyst (CYSA+)

• Microsoft Cybersecurity Analyst Pathway

• System Administration & IT Infrastructure Services

• IT Security: Defense Against the Digital Dark Arts

Contact this candidate