It Support Specialist

IGOR PETROV

*** ******** ****, ********* **, ****0

443-***-**** • **********@*****.***

PROFESSIONAL PROFILE

Senior IT Support Specialist with over 10 years of experience in systems administration, endpoint management, and IT automation across hybrid and cloud environments. I am a proven expert in enhancing security and efficiency by leveraging Microsoft Azure, Intune, and PowerShell. Key areas of expertise include:

Zero-touch deployment workflows for Windows and macOS using Microsoft Autopilot, Intune, and JAMF to streamline device setup and onboarding.

Developing and deploying PowerShell scripts to automate user provisioning and system administration, reducing manual tasks by over 10 hours per week.

Serving as the senior escalation point for 6,200+ users, resolving complex issues within Azure, Entra ID, Exchange, and SharePoint.

Mentoring junior technicians and creating technical SOPs to improve first-call resolution rates by 15%.

TECHNICAL PROFICIENCIES

Cloud & M365: Microsoft Azure (Entra ID, Intune, Autopilot, Endpoint Manager), Microsoft 365 Suite (Exchange, SharePoint, Teams, OneDrive), Google Cloud Platform

Systems Administration: SCCM, SCOM, Windows Server (2016-2022), Active Directory Domain Services (ADDS), Group Policy (GPO), DNS, DHCP, System Center Data Protection Manager (DPM)

Team Development: Mentored and trained Tier 1 & 2 technicians, creating technical SOPs that improved first-call resolution rates and escalation quality

Scripting & Automation: PowerShell, Python (Beginner)

Virtualization: VMware vSphere, Microsoft Hyper-V

Lifecycle and Endpoint Management: Engineered and managed zero-touch deployment workflows for Windows and macOS devices using Microsoft Autopilot, Intune, and JAMF.

Networking: TCP/IP, LAN/WAN, VPN, VLAN Configuration, Firewall Principles

Security: Multi-Factor Authentication (DUO, OKTA, Microsoft Authenticator), Endpoint Security, CIS Benchmarks

ITSM & Tools: ConnectWise, ServiceNow, CloudBlue, ITIL Framework

Soft Skills: Leadership, Technical Training, Documentation, Troubleshooting, Process Creation, Customer service

CERTIFICATIONS

CompTIA A+

Microsoft Office Specialist: Associate

Microsoft Teams Administrator (MS-700)

CompTIA Network +

CompTIA Security+

EDUCATION

University of Maryland Global Campus (2024 – present)

Bachelor’s degree in computer science

Institute of International Economic Relations (2011 - 2016)

Bachelor’s degree in international economics, Moscow

Cheboksary Mechanics and Technology College (2005 - 2010)

Associate degree in Automation Systems Technology and Information Management, Cheboksary

PROFESSIONAL EXPERIENCE

End User Support Technician Tier 3

DesignDATA, Gaithersburg, MD (April 2024 -present)

Provided escalated support for VIPs and executives, ensuring minimal disruption to leadership workflows and providing a “White gloves” service.

Serve as the senior escalation point for 6,200+ users, administering and resolving complex issues within the Microsoft Azure/M365 ecosystem (Entra ID, Exchange Online, Intune).

Managed zero-touch deployment workflows for Windows and macOS devices using Microsoft Autopilot, Intune, and JAMF, streamlining the device setup process for new hires.

Develop and deploy PowerShell scripts to automate user provisioning and software installation, reducing manual effort by an estimated 10 hours per week.

Mentor and create technical Standard Operating Procedures (SOPs) for Tier 1 & 2 technicians, improving first-call resolution rates by 15%.

End User Support Technician Tier 2

DesignDATA, Gaithersburg, MD (May 2023 – April 2024)

Administered a hybrid Active Directory environment, managing GPOs, user/group accounts, and permissions to enforce security policies and ensure proper resource access.

Managed system patching and updates for servers and endpoints, ensuring compliance with ITIL and security standards and maintaining 99.9% patch success rate.

Provide onsite and remote support, addressing technical issues for end-users and fostering strong client relationships.

Led the implementation and administration of MFA solutions (DUO, OKTA) for multiple clients, enhancing security posture and protecting against unauthorized access.

Set up, configured, and maintained end-user equipment including laptops, mobile devices, printers, and VoIP phones.

Monitored and managed ticketing systems such as ConnectWise, CloudBlue, ServiceNow.

IT Support Tech

Eg WINDOWS LLC., Westminster, MD (May 2020 - April 2023)

Managed end-user IT support for ~30 employees and contractor crews, ensuring reliable access to business applications, file shares, and communication tools.

Administered Microsoft 365 environment (Exchange, Teams, SharePoint, OneDrive) for office and field staff, including mobile device support.

Supported estimating, scheduling, and project management software used by contractors and sales teams.

Maintained network infrastructure and storage systems across the office and warehouse, ensuring uptime for design files, blueprints, and project documents.

Implemented and maintained data backup and security policies to protect sensitive project, client, and financial information.

Provided on-site support for printers, plotters, and label/scanner devices used in project documentation and inventory management.

Coordinated IT vendor relationships for hardware procurement, ISP services, and cloud licensing to optimize costs and performance.

Set up and maintained remote access solutions (VPN/RDP) for contractors and managers needing access from job sites.

IT Specialist

Kensington Clock and Watch, Kensington, MD (October 2016 - December 2019)

Installed and configured computer systems and peripherals, ensuring seamless operation.

Diagnosed and resolved hardware/software issues for end-users.

Administered POS and inventory systems, ensuring smooth sales transactions and accurate stock tracking across in-store and online platforms.

Supported and maintained network infrastructure, CCTV, and alarm monitoring systems to protect high-value merchandise.

Managed Microsoft 365/Google Workspace accounts for staff, including email, file storage, and collaboration tools.

Oversaw e-commerce integrations (Shopify/WooCommerce) to sync online sales with in-store inventory and prevent overselling.

Provided daily IT support for payment terminals, label printers, and service tracking software, minimizing downtime during business hours.

Implemented backup and data security policies to safeguard sensitive customer information and vendor records.

Coordinated with vendors and distributors to ensure seamless warranty claim processes and system connectivity.

System Engineer/IT Specialist

Passport/Visa Center, (Moscow, Russia) (September 2014 - August 2016)

Administered network services, including TCP/IP, DHCP, DNS, and VPN configurations.

Managed Microsoft Exchange Servers and implemented System Center Data Protection Manager (DPM).

Replaced and repaired server components, ensuring operational continuity.

Delivered prompt issue resolution for end-users, including password resets, VPN support, and email troubleshooting.

Field Engineer/Support Engineer

Gloria Jeans, (Moscow, Russia) (Aprile 2012 – September 2014)

Led deployments for new store opening - installed network infrastructure, CCTV systems, POS terminals, and servers to ensure smooth daily operations.

Coordinated with ISPs to negotiate service contracts and maintain uptime, reducing connectivity issues by 25%.

Provided Tier II support to store locations across Moscow; troubleshooted hardware/software issues, managed on-site visits, and optimized remote diagnostics.

Maintained asset health and availability at headquarters—handled user support, application installs, and resolved system incidents for 50+ end users.

Help Desk Support

Promtechlux (Cheboksary, Russia) (September 2010 – Aprile 2012)

Installed and configured desktops, laptops, printers, and peripherals across multiple departments; improved deployment efficiency by 40%.

Resolved 20–30 tickets daily, including email problems, VPN access, and password issues, boosting user satisfaction and reducing downtime.

Executed hardware repairs, including component-level motherboard diagnostics and capacitor replacement, saving on repair costs and improving recovery rates.

Implemented LAN/WAN network fixes and data recovery procedures, ensuring business continuity and minimizing impact of hardware failures.

Documented knowledgebase articles and procedures to streamline future IT operations and support onboarding of new technicians.

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