Desktop Engineer

Alfred Lott II

Silver Spring, MD ***** 301-***-**** ******.****@*****.*** linkedin.com/in/7882jordan

Summary

Results-driven Support Lead with a strategic mindset and 10+ years of experience in software engineering and project management. Expert in advanced software systems, engineering principles, and business development, with a proven track record of leveraging Agile methodologies to drive project success. Known for exceptional leadership and MicroStrategy implementation, I am committed to delivering innovative solutions that enhance operational efficiency and drive business growth. Experienced in managing technical support operations with a focus on user management and account creation. Developed and implemented software solutions to enhance asset tracking and reporting, facilitating cross-departmental collaboration to improve project outcomes. Proficient in utilizing ticketing systems such as Service Now and Remedy to streamline help desk support processes. Demonstrated ability to analyze performance metrics for informed decision-making, contributing to operational efficiency.

Skills

•Account Creation

•Active Directory

•Help Desk Support

•Account Management

•Microsoft Azure

•Microsoft 365

•User Management

•Virtual Platforms

•Citrix

•SCCM Tools

•KACE Platform (Endpoint Management)

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Microsoft Intune

Microsoft 365 Apps

Ticketing Systems

Service Now

Remedy

Technical support

Ivanti Endpoint Manager (EPM)

Hardware troubleshooting

Software installation

System configuration

Executive VIP/ White Gloves Support

Healthcare IT /EMR Clinical Applications

Experience

Commerce Manager, Business Owner 02/2025 to Current

eBay Enterprise Silver Spring, Maryland

•Developed and implemented comprehensive e-commerce strategies to enhance online visibility and drive sales growth.

•Analyzed market trends and consumer behavior to optimize product listings and improve customer engagement.

•Managed inventory levels and supply chain logistics to ensure timely order fulfillment and reduced operational delays.

•Conducted regular competitor analysis to identify opportunities for innovation and maintain a competitive edge in the industry.

•Managed the day-to-day operations of the e-commerce platform, including product management, website content updates and customer service.

•Maintained accurate records of orders placed online.

Asset Management Specialist 10/2024 to 02/2025

National Science Foundation Alexandria, VA

•Managed asset allocation strategies to optimize resource utilization across the IT asset lifecycle.

•Supported end-to-end IT asset lifecycle activities, including receiving, inventory, imaging, configuration, deployment, refresh, relocation, recovery, and disposal of laptops, desktops, monitors, mobile devices, and peripherals.

•Performed Windows workstation imaging and reimaging, including operating system deployment, software installation, driver configuration, updates, system configuration, and post-image validation.

•Configured, deployed, and troubleshot endpoint hardware and peripherals, resolving technical issues related to devices, software, connectivity, and user setup.

•Maintained accurate hardware and software asset records, including asset ownership, location, status, serial numbers, asset tags, warranty information, and lifecycle history.

•Followed ITIL-based incident, request, change, and asset management processes while supporting service-level and compliance objectives.

Help Desk Executive 02/2022 to 04/2023

HSC Pediatric Center at Children’s National Hospital Washington, District of Columbia

•Managed user account creation by generating unique digital identities, including usernames, passwords, and emails.

•Assigned roles and permissions for system access, ensuring appropriate security settings were configured.

•Utilized interfaces such as Windows Settings and Active Directory for efficient account management.

•Contributed to the overall security and functionality of enterprise applications at HSC Pediatric Center.

•Deskside Executive VIP/ White Gloves Support

Desktop Support Lead 08/2015 to 05/2024

Led a team of 4 support engineers to manage and resolve Tier I and Tier II help desk support tickets, ensuring 24 7 availability of Windows, iOS, and enterprise endpoint environments. Utilized ServiceNow for incident, request, and change management while collaborating with infrastructure and engineering teams to improve operational efficiency and deliver timely issue resolution.

Children's National Hospital Washington, District of Columbia

•Managed technical support requests, ensuring timely and effective resolution of issues for clients.

•Trained and mentored junior help desk staff, fostering a collaborative team environment.

•Developed and documented support processes, improving service delivery and customer satisfaction.

•Analyzed ticket trends to identify recurring issues, implementing solutions that reduced resolution time.

•Collaborated with engineering teams to escalate and resolve complex technical problems.

•Lead help desk operations, ensuring prompt issue resolution and customer satisfaction.

•Implemented and optimized Agile project management practices to enhance team performance.

•Developed training programs for staff to improve technical skills and customer service.

•Collaborated with cross-functional teams to identify and solve complex software issues.

•Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

•Analyzed help desk metrics to drive continuous improvement and operational efficiency.

•Deskside Executive VIP/ White Gloves Support.

•Healthcare IT /EMR Clinical Applications

•Supported enterprise endpoint management using Ivanti, SCCM, and KACE for software deployment, patch management, endpoint troubleshooting, and lifecycle support.

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Network Specialist 03/2011 to 08/2015

Lafayette Federal Credit Union Lanham, MD

•Delivered technical support to end-users, resolving hardware and software issues promptly.

•Managed desktop system installations, configurations, and upgrades, ensuring optimal performance.

•Collaborated with IT teams to enhance network security and efficiency.

•Implemented ITIL best practices to improve service delivery and customer satisfaction.

•Provided training and support to staff on software applications and technologies.

•Installed and configured desktop systems for employees at the credit union.

•Provided technical support to staff for hardware and software issues.

•Deskside Executive VIP/ White Gloves Support

Education and Training

Bachelor of Arts

Virginia State University

Certificate: Network & System Administration

Computer training.com

Microsoft Networking Technology

Petersburg, VA

Annapolis, MD

Certifications

•Microsoft Certified: Azure 900 Fundamentals, 2026

•HDI - SCM Support Center Manager, 2025

•ITIL v4 Foundation Service Management, 2025

•JAMF 100 Associate, 2025

References

•Darrell Dark, Desktop Support Analyst III, ****.*******@*****.***, 202-***-****

•SanJay Purushotham, Director, Information Technology Operations, Mercy Medical Center, *********@*****.***, 410-***-****

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