Help Desk It Support

GARY BIRDSONG **** Gelfield Rd, Knightdale, NC ***45 Phone: 252-***-**** Email: *************@*****.***

Objective

Experienced Desktop Support Technician/Help Desk with over 7 years of hands-on IT support across Windows and some macOS environments. Skilled in O365, imaging, hardware/software troubleshooting, Ticketing systems used ServiceNow, remote tools (Bomgar), Teams, Quick Assist, and Utilized asset management. Seeking to leverage my expertise to support the State of North Carolina’s IT infrastructure and provide top-tier end-user support.

Core Competencies

• Windows 10/11 O365 macOS

• Imaging & Deployment (CloneZilla, Intune)

• Hardware Support: Dell, HP, Lenovo, Mac

• ServiceNow Ticketing Active Directory BeyondTrust (Bomgar)

• Troubleshooting: Hardware, Software, Network (TCP/IP, DNS, DHCP)

• Asset Management Mobile Device Support BitLocker Encryption

• Printers/Peripherals Setup & Repair VoIP (Webex, Avaya)

Professional Experience

User Support Specialist – NC DHHS PH – Epidemiology

Raleigh, NC • November 2023 – April 2025

• Provided Tier 2/3 support across Windows 10/11 and O365 environments.

• Performed imaging/reimaging using Clone-Zilla and deployed software via Intune.

• Managed ServiceNow tickets from intake to resolution, including escalations.

• Handled AD account creation, email setup, and user provisioning/deactivation.

• Utilized Tanium and CrowdStrike to ensure device compliance and security.

• Supported Dell, Lenovo, HP, and Mac hardware; performed break-fix and vendor warranty work.

• Provided remote support using Bomgar; transitioned to hands-on support as needed.

• Delivered new hire setup/training and assisted with onboarding processes.

• Worked on special projects and drove to remote sites to get the Network online

• Changed out backup tapes when needed. Support on one of the sites.

• Created Shared Mailboxes

• Mailman Administrator

Technical Support Engineer (Contract) – Hacking Bits / A3 Global

Remote/Morrisville, NC • Feb 2023 – Nov 2023

• Set up workstations and printers for RBC Bank rollout projects.

• Performed infrastructure patching and technical documentation.

• Wrote procedures and created reports for internal IT operations.

• Tasked to help Hacking bits start their business and collaborate with the team in the initial start up phase.

Technical Support Engineer – Lenovo

Morrisville, NC • Dec 2022 – Feb 2023

• Delivered help desk support for Windows, macOS

• Warranty issues were the focus waked users through steps to fix their devices, spoke with WWTS and other Business and users

• Provided and hardware support for laptops/desktops.

Shift Lead – Help Desk IT Support – HCL

Cary, NC • July 2020 – Nov 2022

• Led a team providing desktop support across Windows 10, mobile (iOS/Android), and VPN environments.

• Managed software installs, remote troubleshooting (ServiceNow, Cherwell), and AD tasks.

• Supported VoIP (Avaya), security protocols, and system imaging.

• Trained users and created knowledge-based support content.

Sr. Desktop Analyst – Softcom Systems Inc

Cary, NC • July 2019 – June 2020

• Used Intune for phone provisioning and device management.

• Managed software installs, security patching, and AD user roles.

• Maintained accurate asset inventory and technical documentation.

Education & Certifications

Wake Technical Community College

Associates degree Information System Security –Minor in Cyber Security

Nash Community College Certifications: Networking

Technical Skills

• OS: Windows 7/8/10/11, macOS, Linux

• Tools: ServiceNow, BeyondTrust (Bomgar), Intune, Tanium, AD, Jamf

• Networking: DNS, DHCP, TCP/IP, VPN

• Hardware: Dell, HP, Lenovo, Mac, Printers/Scanners

• Software: Office 365, BitLocker, Webex, MS Teams

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