Tier 2 Technician

Darrol Hazel, Jr.

Information Technology Professional

McKinney, TX 469-***-**** *************@*****.***

Professional Summary

Ambitious and certified IT Professional with 8 years of experience providing Tier 1–3 technical support in diverse enterprise environments. Skilled in troubleshooting and maintaining systems across Windows, macOS, and Linux. Known for rapid issue resolution, end-user support excellence, and maintaining strong SLA compliance. Adept at supporting cloud platforms, virtualized systems, remote access tools, and security applications.

Core Competencies

• Tier 1–3 Technical Support • VMware vSphere & Horizon • Active Directory / Azure AD

• Office 365 / Intune / Exchange • Remote Tools: Bomgar, TeamViewer, Kaseya • Network Troubleshooting (Auvik, Barracuda)

• Endpoint Security (RocketCyber) • Ticketing Systems (ServiceNow, Jira, AutoTask, Salesforce, Zendesk) • Device Imaging & Deployment

• Hardware Setup / Software Installations • GPO / OU / Security Groups • Mac & Windows Support

Professional Experience

Tier 2 Technician

Effortless Office – January 2024 – Present

• VMware workstation/server troubleshooting via vSphere Center and Horizon clients.

• Used Kaseya VSA for remote device management, scripting, and software package deployment.

• Remote support using Bomgar across Windows/macOS platforms.

• Resolved AD, Intune, Azure, Outlook, SharePoint, Excel, and printer issues.

• Ticket tracking and documentation using internal systems.

• Email security monitoring with Barracuda (SPF, DKIM, DMARC).

• Network issue diagnosis with Auvik (firewalls, routers, switches).

• Monitored security vulnerabilities with RocketCyber.

Service Desk Analyst 2

PEG/LVS/SRS Distribution – March 2023 – December 2023

• Imaged/deployed Windows & Mac systems: desktops, AIOs, minis.

• Managed inventory, shipping, and ServiceNow ticketing.

• Troubleshot Fortinet, FortiClient, Aruba, and Silverpeak devices.

• Active Directory, user/group management, mobile support.

• OKTA, TeamViewer VPN, and Tanium Mac support.

IT Technician Tier 3

F2Onsite – March 2022 – March 2023

• Deployed hardware/software for new hires, executives, and departments.

• Managed ServiceNow ticket queues and SLA responses.

• Citrix Director for remote support, AD, GPO, and infrastructure tasks.

• DUO/AnyConnect VPN support, and Mac troubleshooting.

IT Support Associate 2

Amazon – March 2021 – June 2021

• Managed Windows/Mac systems, printers, phones, OS deployments using AWS.

• Handled Exchange server configurations and SQL scripting.

Instructor/Mentor

My Computer Career – August 2020 – February 2021

• Tutored and mentored students in IT certifications and career skills.

• Assisted in IT instruction and technical labs.

IT Support Tier 1,2,3

Master Halco – March 2020 – June 2020

• AD onboarding/offboarding, GPO, deployment.

• Used Jira for ticketing, supported Cisco VPN, printers, and Jabber.

IT Consultant Tier 3

Centre Technologies – August 2019 – February 2020

• Supported Windows/MAC/Linux across enterprise clients.

• O365 and Exchange admin, RDP and LabTech support.

• Managed network hardware and configurations.

Education & Certifications

My Computer Career – IT Systems Administrator Program (Graduated March 2020)

Pathways Professional Development – Certificate of Completion (August 2019)

Certifications:

• CompTIA A+

• MTA Security Fundamentals

• MTA Server Fundamentals

• Linux Essentials

Server+

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