It Support Specialist

Michael Magallanez

Crowley, TX *****

*******.*****@*****.*** 432-***-****

Authorized to work in the US for any employer

Professional Summary

IT Support Specialist Aspiring Cybersecurity Professional

Proactive and solutions-oriented IT technician with 6+ years of experience in desktop support, network troubleshooting, and endpoint management. Proven expertise in Microsoft ecosystems, Active Directory, imaging, and ServiceNow. Strong foundation in cybersecurity fundamentals with certifications in A+, Network+, and MTA. Seeking to transition into a cybersecurity analyst or SOC role. Passionate about continuous learning and exploring all aspects of computer systems, from hardware and software to network infrastructure and security.

Results-driven IT Support Specialist experience supporting enterprise environments and leadership through proactive troubleshooting, system maintenance, and end-user training. Skilled in resolving complex desktop, network, and endpoint issues while adhering to ITIL standards. Strong foundation in cybersecurity practices and system hardening, with certifications including CompTIA A+, Network+, and MTA Security Fundamentals. Passionate about evolving into a Cybersecurity Analyst or SOC role, with hands-on exposure to identity management, remote support, and secure network operations. Known for cross-team collaboration, continuous learning, and a sharp eye for performance and security improvements.

Certifications

CompTIA A+

CompTIA Network+

MTA: Security Fundamentals (Issued Jan 2020)

MTA: Windows Server Administration Fundamentals (Issued Nov 2019)

Technical Skills

Operating Systems: Windows 7/10/11, Office 2010/2016/365, SCCM, Intune, Azure, Active Directory, DNS/DHCP, VPN, VMWare, Linux

Tools & Platforms: ServiceNow, Bomgar, SDO, Aternity, Axios Assyst

Networking & Security: Endpoint imaging, MFA, Network drive mapping, IP reservation, Low-voltage wiring, Hardware support

Programming & Troubleshooting: Python (basic), Break/Fix, Log analysis, Troubleshooting, Remote Support

Operating Systems: Windows 10/11, Windows Server, Azure

ITSM & Tools: ServiceNow, SCCM, BOMGAR, SDO, ARS, Aternity, Axios Assyst

Infrastructure: LAN/WAN troubleshooting, cabling, server support

Security & Compliance: Active Directory, user access controls, data backup procedures

Technical Proficiency: Imaging, deployment, application support, patch management

Programming: Python (basic)

Soft Skills: Technical training, end-user support, cross-team collaboration, documentation

Professional Experience

Desktop Support Specialist Tier 4

Collins Aerospace, TX - (Contracted through Innovien Solution)

May 2023 – Present

Sole on-site IT support lead, responsible for both sides of the facility.

Image and deploy PCs tailored to user domain needs; install required applications.

Resolve hardware issues across a variety of endpoints (scanners, desktops, laptops).

Manage incidents and fulfill equipment requests using ServiceNow.

Administer AD, ARS, SDO, SCCM, Azure, and Bomgar remote support tools.

Assist with onsite server maintenance and new network line installation.

Train new hires weekly on IT procedures and system usage.

Serve as the sole on-site IT support lead, providing comprehensive technical assistance across multiple departments.

Deploy and image Windows-based PCs using SCCM and custom domain profiles; install, configure, and update business-critical software applications.

Diagnose and resolve hardware, software, and network issues on a range of endpoint devices including desktops, laptops, printers, and barcode scanners.

Utilize ServiceNow to manage and resolve incident tickets, fulfill service requests, and document issue resolutions in compliance with ITIL practices.

Administer and maintain enterprise systems including Active Directory (AD), Azure AD, SCCM, BOMGAR, SDO, and ARS for user account provisioning, access control, and remote support.

Support on-site server hardware and participate in network infrastructure upgrades, including cabling and the installation of new network lines.

Monitor, document, and improve system performance, uptime, and security, ensuring alignment with compliance standards and operational policies.

Train new employees weekly on IT systems, standard operating procedures (SOPs), and security protocols, improving onboarding efficiency and end-user satisfaction.

Collaborate with cross-functional IT teams and external vendors on system rollouts, infrastructure improvements, and enterprise-level project initiatives.

Stay current with emerging technologies and security practices to assess and implement improvements in system performance, availability, and threat mitigation.

IT Technician

Amentum – Fort Worth, TX

August 2021 – Present

Lead technician for imaging and compliance checks in Microsoft Endpoint and SCCM.

Handle service desk tickets, fulfill hardware requests, and assist with MFA (multi-factor authentication) token deployment.

Repair laptops/desktops and resolve system issues via remote tools (SCCM, Bomgar).

Support AD administration and password resets.

Ensure system health through proactive maintenance and troubleshooting.

Hardware Support Technician

Norman's International – Dallas-Fort Worth, TX

June 2020 – July 2021

Supported IT hardware on the production floor, including scanners and printers.

Performed PC imaging and installation of 3rd-party software.

Resolved networking issues involving DHCP/DNS, IP reservations, and drive mapping.

Assisted with AD and server access problems.

Installation Technician

Wyred AV

June 2019 – December 2020

Installed and serviced home theater, alarm, and home automation systems.

Handled pre-wiring, drop cuts, speaker placements, and A/V setups.

Diagnosed system failures and replaced faulty wiring and components.

Premise Technician

AT&T – Fort Worth, TX

August 2016 – June 2019

Installed and maintained residential/business TV, internet, and phone services.

Worked with copper and fiber infrastructure for data and voice.

Performed signal testing, fiber re-termination, modem setup, and remote configuration.

Education

Computer Science (Online Course)

MyComputerCareer.com – Arlington, TX

August 2019 – February 2020

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