Desktop Support Specialist

Marques Savage

San Diego, CA *****

858-***-**** ********.******@*****.*** https://www.linkedin.com/in/marqsavage

SUMMARY

Highly effective IT Desktop Support Technician with over 10 years of experience delivering exceptional end-user and executive-level support in large-scale enterprise environments. Proficient in Windows OS, Active Directory, Microsoft 365, SCCM, and ServiceNow. Proven ability to rapidly resolve complex technical issues, optimize IT processes, and consistently provide outstanding customer service.

CORE COMPETENCIES

Executive-Level Support

Active Directory & Group Policy

Microsoft 365 & Windows 10/11, & Mac OS

Imaging, Deployments & System Setup

Help Desk / Ticketing Systems (ServiceNow)

Remote & Onsite Support

Mobile Device Troubleshooting

ITIL & Compliance Practices

Hardware/Software Installation

Strategic IT Team Collaboration

WORK EXPERIENCE

Prometheus Bio Sciences/Merck

Senior Desktop Support Specialist (Contract) San Diego, CA Jul 2023 - Jan 2025

Served as the first point of contact for on-site technical issues, ensuring timely response and consistent adherence to support protocols.

Managed onboarding and offboarding processes for employees and contractors, ensuring timely access provisioning and deactivation.

Handled high-level escalations and complex technical issues, ensuring timely and effective resolution.

Performed detailed monthly inventory checks, increasing stock accuracy by 15%.

Demonstrated expertise with ticketing/CRM tools including ServiceNow, contributing to queue management and resolution efficiency.

Pomona Valley Hospital Medical Center

Desktop Engineer (Contract) Pomona, CA Aug 2022 - Mar 2023

Optimized SCCM configurations and device setups to enhance network performance, reducing system access issues and increasing efficiency.

Configured and provided user training on Thin Client devices, streamlining remote work capabilities and user adaptability.

Implemented Two-Factor Authentication strengthening security protocols and minimizing unauthorized access risks.

Administered Active Directory permissions for users and devices, ensuring proper access control and improved security compliance.

Led printer management initiative that optimized toner usage, reducing printing costs and improved efficiency.

Participant

Helpdesk/Desktop Support Technician (Contract) (Hybrid) Culver City, CA Sep 2021 - Apr 2022

Managed the helpdesk queue efficiently, ensuring rapid issue resolution and improved support workflows.

Provided both on-site and remote technical support, maintaining a seamless user experience across locations.

Coordinated IT equipment logistics with operations, streamlining office relocation and minimizing downtime.

Configured and deployed Apple devices for new office setups, ensuring smooth integration with company systems.

Monitored and managed high-volume support queues, ensuring timely resolution and contributing to improved SLA adherence.

HACLA

Senior Desktop Technician Level 2 (Lead Technician) (Contract) Los Angeles, CA Jun 2020 - Jul 2021

Led a team in configuring Windows 10 devices for telework, improving efficiency and ensuring remote operations.

Deployed and managed Two-Factor Authentication using DUO, enhancing security for remote access.

Delivered support for Microsoft 365, including Teams, OneDrive, and Outlook, to remote users.

Optimized the imaging process for consistency and efficiency, reducing device deployment time.

Facilitated regular knowledge sharing sessions and created internal documentation to maintain consistency in support delivery

Cognitive Medical Systems

Helpdesk Support Technician (Contract) San Diego, CA Oct 2019 - Dec 2019

Resolved user access and password issues, improving productivity and reducing support requests.

Developed a self-help intranet page, decreasing IT workload by providing users with troubleshooting resources.

Performed monthly software updates to enhance system security and protect against vulnerabilities.

Configured and deployed MacBooks for new hires, ensuring seamless onboarding experience.

Executed monthly software patches to maintain compliance with security standards.

ASM Research

Remediation Technician II San Diego, CA Feb 2016 - Apr 2019

Maintained and audited IT asset inventory for San Diego VA, ensuring accurate record-keeping and compliance.

Conducted compliance checks that included antivirus status verification and remediation, improving system integrity.

Ensured HIPAA compliance by securely disposing of expired media in accordance with VA protocols.

Optimized media destruction workflows, eliminating the need for physical signatures and improving efficiency.

Assisted in maintaining Microsoft security patching cycles, integrated with SCCM.

CareFusion (BD)

Desktop Support Technician (Contract) San Diego, CA Dec 2014 - May 2015

Streamlined device management using SCCM for imaging, updates, and software deployments, resulting in enhanced operational efficiency.

Troubleshot and resolved hardware malfunctions, improving resource utilization and reducing downtime.

Setup and configured new hire workstations, accelerating the onboarding process.

Managed ServiceNow tickets, consistently exceeding Service Level Agreements (SLAs) and enhancing service dependability

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