It Support Technician
Resume:
Alex Dessant
Everett, MA *************@*****.*** 781-***-**** [LinkedIn URL]
Professional Summary
Resourceful and detail-oriented IT Support Technician with 5+ years of experience in desktop support, systems administration, and networking. Skilled in diagnosing and resolving technical issues in fast-paced environments while maintaining a strong customer service focus. Proven track record of reducing ticket resolution time and improving system uptime. Adept in Windows OS, Active Directory, Office 365, Azure AD, and VPN technologies. Passionate about continuous learning, process improvement, and delivering solutions that support user productivity and organizational goals.
Technical Skills
Networking: TCP/IP configuration and troubleshooting, LAN/WAN, VPN clients (Cisco, SonicWall, Fortinet)
Operating Systems: Windows 7–11, Windows Server 2012, macOS
Hardware: Dell servers, Cisco Catalyst switches (4500, 3750, 2900 series), PC builds and repair
Software & Tools: Active Directory, Azure AD, Intune, Office 365, Exchange, Autopilot, Citrix, ServiceNow
Security & Cloud: A+ Certified, CCNA (coursework), AWS Architect – Associate
Other: Imaging & deployment, VoIP setup, printer/scanner configuration, encryption & antivirus software.
Professional Experience
IT Support Specialist
JVS – Boston, MA Jan 2025 – Present
Troubleshoot technical issues via phone and in-person, achieving a 90% first-call resolution rate
Configure and deploy Windows and macOS systems, including imaging and user account setup
Support Microsoft 365 environment including Exchange, Outlook, Word, Excel, and Teams
Administer Azure AD and Entra ID for user access, security group changes, and SSO management
Maintain and resolve tickets in ServiceNow, managing multiple open incidents concurrently
Provide VPN and remote access support using Cisco and Fortinet clients
Assist with Autopilot/Intune deployments and endpoint configuration for a hybrid cloud environment
Collaborate cross-functionally to ensure fast resolution of Level 1 and Level 2 support issues.
Desktop Support Technician
Boston Medical Center – Boston, MA Aug 2019 – Oct 2025
Imaged and deployed Windows 7/10 devices, ensuring full functionality and domain compliance
Supported over 150 clinical and administrative staff in a high-demand hospital IT environment
Installed and configured network printers (e.g., HP LaserJet Pro 404) and VOIP systems
Maintained and troubleshooted Citrix environments and Wow carts for clinical use
Used ServiceNow to log and resolve support tickets, achieving 95% SLA compliance
Provided hardware support for patient monitoring systems (Avasure and Caregility)
Resolved software and hardware issues with scanners, local printers, and network connectivity.
IT Support Technician (Internship)
Network Technology Academy Institute – Malden, MA Nov 2017 – Jul 2019
Provided day-to-day tech support for student labs; managed 35+ workstations and software install
Created internal documentation and SOPs for upgrades and troubleshooting procedures
Tutored students in Windows OS, Linux basics, and system configuration
Deployed virtual machines and supported AD and DNS configurations using Windows Server 2012
Implemented a “Problems & Resolution” database to track and reduce repeat issues.
Education & Certifications
Bachelor of Science in Cybersecurity (In Progress)
Southern New Hampshire University – Manchester, NH
Expected Graduation: November 2025
Relevant Coursework: Network Security, Firewalls, Linux/Windows Admin, Log Analysis, Patching & Permissions
AWS Architect – Associate SimpliLearn Americas Dec 2023
Created EC2 Instances, RDS Databases, DynamoDB, Redshift; used SSH and cloud CLI tools.
Network Administration Certificate Network Technology Academy – Malden, MA Oct 2015
Completed CCNA R&S coursework; configured NAT, ACLs, VLANs, OSPF, DHCP, VPN
Installed roles/features in Windows Server: ADDS, DNS, DHCP, IIS, GPOs.
Associate of Science in Engineering
MassBay Community College – Wellesley, MA
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