It Support Desktop

DWAYNE BATTLES

Dectuar, Georgia 404-***-**** *.*******@****.**.** LinkedIn

IT SUPPORT PROFESSIONAL

Empowering businesses with robust, secure, and user-centric IT solutions.

Experienced IT professional with a strong record of delivering 2nd line support, system administration, network troubleshooting, and device management across education, corporate, and creative sectors. Adept at deploying new technologies, ensuring cybersecurity compliance, and improving IT efficiency. Known for clear communication, proactive problem-solving, and successful collaboration with teams and stakeholders.

EDUCATION & TRAINING

Certification IT Systems Lewisham College

Core Competencies

2nd Line Support Network & System Administration Device & Endpoint Management

Microsoft 365 & Azure AD Mac & iPad (Jamf) Environments ITIL Frameworks

Remote/Desktop Support Project Deployment Cybersecurity Awareness & Training

TECHNICAL SKILLS

Platforms: Windows (7–11), Windows Server (2000–2019), Mac OS, Linux, VMware, VDI, Citrix, iOS

Cloud/Admin: Microsoft 365, Azure AD, G Suite, Jamf Pro/School, MS365 Admin, Sophos, Symantec

Tools: ServiceNow, SCCM, Veeam, Hyper-V, Datto, Meraki, Paxton, SIMS

Applications: MS Office Suite, Exchange, Adobe CS5, Dreamweaver, FrontPage

AV/Peripherals: Surface Hub, Vision Mixers, Printers, IWB, CCTV, VOIP, Audio-Visual Setup

PROFESSIONAL EXPERIENCE

IT Engineer

Dukes Education Sep 2024 – Feb 2025

●Administered Apple VPP and streamlined app licensing/distribution.

●Implemented automated MDM workflows, improving security and operational efficiency.

●Managed Mac and iPad environments via Jamf School, ensuring secure deployments and compliance.

Senior Onsite IT Technician (Contractor)

RM – Elmgreen & Eden Park Schools Aug 2023 – Jan 2024

●Delivered safeguarding and cybersecurity training for staff and students.

●Supported Office 365, remote users, AV setup, and vendor coordination.

●Provided full IT support across two schools, managed helpdesk operations via ServiceNow.

ICT TechHub Support Engineer

Ofcom Feb 2023 – May 2023

●Delivered expert support for MS Teams, Surface Hubs, and O365 to 1000+ users.

●Used Microsoft Endpoint Manager and ServiceNow for MDM and incident tracking.

●Collaborated with third-party vendors and internal teams to resolve issues efficiently.

ICT Technician (Contractor)

Lucid Education Nov 2022 – Jan 2023

●Provided BAU support, managed SIMS, network infrastructure, and device deployment.

●Utilized Google Admin, MS 365, and Azure AD for user/device administration.

ICT Operations & Development Manager (Contractor)

ESP / Sydenham High School Aug 2022 – Oct 2022

●Directed ICT strategy, helpdesk operations, and vendor relations.

●Led ICT team development and executed new system rollouts and security protocols.

Senior Field IT Technician (Contractor)

RM Jan 2022 – Jul 2022

●Administered Veeam backups, RM CC4, Azure AD, and Datto tools.

●Provided onsite classroom IT support and AV setup; rebuilt Mac desktops and laptops.

Senior IT Technician (Contractor)

Adept Education Jun 2021 – Dec 2021

●Delivered 1st and 2nd line support to 3 schools, managed backups, network, and mobile devices.

●Maintained LGFL filtering, Azure AD, and Veeam infrastructure.

Senior IT Technician

Ark IT 2020 – 2021

●Oversaw IT support for 6 schools; led a team of 8 technicians/apprentices.

●Managed deployments via Jamf, Azure AD, MS 365, and Meraki dashboard.

●Built and deployed 4 full MAC suites using Jamf.

School Network Manager

Sydenham School 2019 – 2020

●Maintained 50+ physical and virtual servers, ensuring high availability and system reliability.

●Spearheaded the deployment of SCCM with Group Policy, enabling self-service application installations and reducing help desk tickets.

●Mitigated a critical GDPR breach by using PowerShell to identify and delete over 500 compromised emails, enhancing data compliance.

IT Manager

Sir Francis Drake Primary / Deptford Park Primary 2017 – 2019

●Administered Meraki dashboard, Apple Server, and G Suite environments, for 100+ staff and students.

●Diagnosed faulty iPad charging units and secured free replacement parts from the manufacturers.

●Developed and delivered professional development training for teachers, improving digital literacy and classroom integration.

European Technical Support

Gagosian Gallery 2016 - 2016

●Delivered remote desktop support across five European offices, managing Macs, iPads, and iPhones to ensure seamless operations.

●Collaborated with global IT teams to standardize device configurations and improve overall system security and usability.

Field Support Manager

Civica 2013 – 2015

●Provided end-to-end ICT support for schools and PRUs, diagnosing and resolving technical issues for 6,000+ users..

●Reduced support ticket volume from hundreds to single digits in less than 6 months through targeted training and system optimization.

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