Help Desk Support Specialist

Marcus Morgan

************@*******.*** 978-***-**** Manchester, New Hampshire

System Support Specialist IT Service Deployment & Help Desk Support

Customer-focused IT professional with 25+ years of experience in technical support, hardware/software deployment, and IT service management. Adept at troubleshooting Windows, macOS, and mobile systems, resolving help desk inquiries, and ensuring seamless onboarding of IT services. Strong background in device refresh cycles, inventory control, and documentation best practices. Dedicated to improving user experiences and optimizing technology solutions in fast-paced environments.

Technical Skills & Certifications

Platforms: Windows (95/XP/7/10/11), macOS, iOS, Android, Azure, Intune, Citrix, VMware, SCCM

Software: Microsoft Office Suite (2012/2016/365), Bomgar/BeyondTrust, Remedy, ServiceNow, ConnectWise

Hardware: Desktops, Laptops, Servers, Switches, Routers, VOIP, Tablets

Help Desk & IT Support: Ticket resolution, troubleshooting, installations, upgrades, documentation

Certifications: CompTIA A+, Security+, Network+, Cloud+, MCSA Windows, Microsoft Azure Fundamentals (AZ-900)

Professional Experience

State of New Hampshire - Department of Information Technology (DoIT) Concord, NH

Desktop Support Technician (Provisioning/Deployment) June 2024 - January 2025

Resolved help desk tickets related to hardware/software issues across multiple platforms.

Led 700+ device refresh project, ensuring seamless deployment and inventory accuracy.

Provided technical assistance, escalating high-impact system issues to senior teams.

Developed and maintained technical documentation, streamlining onboarding processes.

Ovation/HCL (Primark Expansion) Boston, MA

2nd Line Support Technician April 2023 - February 2024

Delivered hands-on and remote IT support, ensuring seamless business operations.

Assisted with user setups, installations, upgrades, and mobile device configuration.

Managed hardware/software inventory, tracking refresh cycles for optimized resource allocation.

Provided solutions-focused customer service, ensuring timely resolution of technical issues.

Essintial Enterprise Solutions (Cognizant/Wellington) Boston, MA

IT Consultant May 2022 - March 2023

Responded to help desk inquiries, resolving desktop and mobile system concerns.

Installed and managed hardware/software upgrades, improving business workflow efficiency.

Led inventory tracking efforts for VOIP systems, laptops, and desktop peripherals.

Peak Systems Inc. (Citizens Bank) New York, NY

Deployment Technician (Windows Migration) Jan 2022 - April 2022 & May 2021 - July 2021

Executed Windows 10 migrations, ensuring minimal downtime and smooth transition.

Troubleshot compatibility issues, providing immediate support and escalation as needed.

Acro (BAE Systems) Nashua, NH

Field Service Technician July 2021 - December 2021

Provided technical support, addressing user concerns and executing system upgrades.

Education & Professional Development

Pursuing A.S. in Cybersecurity Networking Nashua Community College

BTEC Professional Development Certificate in IT Birmingham, England

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