Desktop Engineer
Resume:
Alfred Lott II
Silver Spring, Maryland *****
Alfred Lott II
www.linkedin.com/in/786alott
Introduction
Experienced IT Support Specialist with a strong background in desktop support and hardware troubleshooting, Adept at managing IT service operations, supporting enterprise environments, and leading technical teams. Skilled in diagnosing and resolving complex technical issues while ensuring optimal system performance. Committed to delivering excellent customer service and improving IT infrastructure through strategic solutions Professional Experience
Asset Management Specialist
National Science Foundation Alexandria, VA Oct 2024 – Feb 2025
● Inventory Control, ensure procurement activities align with budgets and the technical refresh cycle
● Ensure procurement activities align with budgets and the technical refresh cycle
● Track purchase orders and delivery schedules
● Coordinate with procurement and the Project Manager
● Conducted regular physical inspections for audit purposes
● PC imaging, computer configuration daily
● MECM\SCCM management console usage
Deskside Agent
Tek Systems Washington, DC Feb 2024 – April 2024
● Provided on-site technical support for enterprise users.
● Assisted with system imaging and deployment processes.
● Diagnosed and resolved hardware and software issues
● Supervised various projects, including Workstation moves and the MSP Bit Locker Pilot.
● Reviewed and evaluated tickets for escalation and transferred to Tier 2 agents Desktop Support Engineer
August 2015 – Feb 2024
● Initially employed by Children’s National Hospital while under contract with Cerner Corporation and later Oracle Cerner.
● Provided end-user technical support, including troubleshooting hardware/software issues.
● Supported clinical and administrative teams with IT solutions.
● Ensured compliance with healthcare IT security standards and HIPAA regulations.
● Service Now Remedy ticketing system experience
Walk-Up Center (In person Service Desk)
● Addressed issues, manage staffing, and facilitate training to ensure customer satisfaction
● Recorded all pertinent information received on product problems and complaints Hardware & AV
● Cisco Routers/Switches, VoIP, RJ-45, Smart Boards, Projectors, Zebra Printers
● Security & Compliance: MFA (DUO), Endpoint Encryption, Device Compliance, Network Support Specialist
August 2011 - Aug 2015
● Provided comprehensive troubleshooting and training for clinical and business systems, enhancing user experience.
● Coordinated support for desktop, laptop, telephony, and peripheral devices, ensuring seamless operations.
● Maintained network devices with up-to-date virus protection and software patches, reducing security risks.
● Documented issues and utilized the service ticketing system effectively, improving response times and resolution rates.
Certifications & Education
● Public Trust Clearance
● Apple Jamf 100 Associate - Aug 2025
● Network + Certificate - 2013
● Bachelor of Arts, Sociology – Virginia State 1997-2001 Core competencies
● Networking: TCP/IP, DHCP, VPN WAP configuration LAN/WAN
● Management Consoles: Microsoft Intune, Azure AD, JamF Pro, Citrix, Apple Business Manager
● Ticketing Systems: Service Now, Remedy & Kaseya. Tracked service level agreements (SLAs) for ticket resolution.
● Remote Tools:Zoom,Google,Okta
● VIP & end user support ( varying environments)
● Apple device management for MacOs & mobile devices (iPad, iPhone) . Client troubleshooting.
● MSP experience ( onsite & remote)
Children’s National Hospital employment through Contract Firms
● Tek Systems (Washington, DC) February 2024 – April 2024 – Served as a Deskside Agent.
● Oracle Cerner (Washington, DC) July 2022 – February 2024 – Supported Children's National Hospital under Oracle Cerner contract.
● Cerner Corporation (Washington, DC) August 2015 – July 2022 – Worked under contract supporting Children's National Hospital.
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