Technical Support Help Desk

Anson Washington

Troy, MI 248-***-**** *****.**********@*****.***

www.linkedin.com/in/anson-washington-643894145

Professional Summary

Experienced IT professional with over 15 years of success in enterprise infrastructure, network administration, and technical support across public and private sectors. Proven track record of leading cross-functional teams, driving automation through PowerShell scripting, and deploying scalable solutions using Microsoft 365, Azure, Intune, VMware, and Google Workspace. Adept at managing large-scale rollouts, securing hybrid environments, and aligning IT strategies with business goals. Certified in Security+, Linux+, and Project+ with deep knowledge of Active Directory, Entra ID, endpoint management, cloud platforms, patch management, and backup solutions. Core Competencies

Microsoft 365 / Azure AD / Exchange Online /

Office 365

Intune / Endpoint Manager / SCCM / MDM

Windows Server / VMware / Hyper-V / Citrix

Active Directory / Group Policy / DNS / DHCP /

LDAP

PowerShell / Bash / Automation Scripting /

scripting for automation

Backup & Recovery (Veeam) / Disaster Recovery

/ Patch Management

Help Desk Support (Tier 1-3) / Service Desk

Operations / Knowledge Management

Citrix / VDI / Remote Access / RDS

Google Workspace for Admins / GAM /

Workspace Admin

Network Security / Firewalls (Cisco ASA) / VPNs

/ endpoint security

Incident & Problem Management (ITIL

framework) / Change Management

Software Packaging / Deployment / Imaging

(MDT, WDS)

Certifications

CompTIA Security+ CompTIA

Project+

CIW User Interface Designer

CompTIA Linux+

CompTIAA+

Professional Experience

Technology Coordinator

Wayne RESA, Troy, MI — Jan 2023 – Apr 2025

Directed IT support staff and technical operations across multiple educational sites, resolving escalated service tickets and managing workload prioritization. Led deployment of instructional software and district-wide technology initiatives, ensuring compatibility with enterprise standards and endpoint management platforms. Developed IT documentation and implemented knowledgebase tools to streamline support and enhance change management processes.

Oversaw inventory systems, managed vendor contracts, and coordinated technology procurement aligned with ITIL best practices.

Contributed to IT budget planning and compliance for grant-based funding using data-driven insights and service reporting tools.

Network Administrator

Oakland Schools, Waterford, MI — Jul 2020 – Dec 2022 Supported infrastructure upgrades across district sites, including network segmentation, server consolidation, and endpoint security improvements. Maintained and monitored Windows Server environments, applying GPOs and Group Policy best practices across Active Directory and Azure AD hybrid setups. Implemented PowerShell scripts for user provisioning, system reporting, and automation of onboarding/offboarding processes.

Delivered network troubleshooting and remediation for routing, switching, and wireless configurations in large enterprise environments.

Senior Technology Support Specialist

Oakland Schools, Waterford, MI — Sep 2019 – Jun 2020 Managed SCCM packaging, software deployment, and GPO configurations for secure device imaging and compliance.

Automated repetitive tasks using PowerShell, Altris, and batch scripting to optimize endpoint management.

Administered Google Workspace and Microsoft 365, including email security policies, OAuth integrations, and group lifecycle management.

Provided Tier 3 support and technical training to end users and technicians; tracked issues using ITSM tools.

Service Support Engineer (MSP)

Data Tech Cafe, Troy, MI — Sep 2018 – Aug 2019

Delivered Tier 1 and Tier 2 support across multiple client networks in fast-paced, SLA-driven environments.

Supported cloud applications and infrastructure including Microsoft 365, Azure, Citrix, and VPNs with focus on client satisfaction and uptime.

Monitored daily backups using Veeam, responded to patch alerts, and enforced security protocols. Ensured high client satisfaction through timely issue resolution, proactive communication, and documented support.

IT Systems Administrator

Dumas Independent School District, Dumas, TX — Dec 2008 – Jul 2018 Managed full IT lifecycle for on-prem and cloud infrastructure including Active Directory, VMware, and Office 365.

Maintained firewall rules (Cisco ASA), switches (Cisco/Nexus), DHCP/DNS, file/print services, and network access controls.

Implemented disaster recovery plans, patch management policies, and backup strategies using Veeam and SolarWinds.

Provided end-user support and technical training; administered SCCM, imaging tools, and identity management solutions.

Education

Bachelor of Science in Information Technology

Western Governors University

Technical Skills

Windows Server Azure AD Intune Exchange Online PowerShell Citrix VMware Google Workspace Veeam Microsoft 365 MDT/WDS Active Directory SCCM Cisco ASA ServiceNow DNS/DHCP Office 365 Endpoint Security Patch Management Automation Disaster Recovery Backup Solutions LDAP ITIL IAM Entra ID

Contact this candidate