IT Support Specialist

Dan Kilpela

Wareham, MA 617-***-**** **********@*****.*** linkedin.com/in/dankilpela

Professional Summary

Dedicated and resourceful IT Support Specialist with over 10 years of hands-on experience supporting users across Windows, macOS, and enterprise network environments. Proven success delivering prompt, high-quality technical assistance and outstanding customer service in corporate, remote, and executive settings. Adept in Active Directory, Microsoft 365, Teams, Intune, SCCM, and remote support tools. Recognized for calm problem-solving under pressure, clear communication, and a strong commitment to uptime and user satisfaction.

Core Skills

Operating Systems: Windows, macOS, iOS

Applications: Microsoft 365, Teams, Outlook, Zoom, ServiceNow

Networking: DNS, DHCP, VPN, TCP/IP

Endpoint Management: Intune, SCCM, Imaging, Deployment

Hardware Support: Laptops, Desktops, Printers, Peripherals, Mobile Devices

Customer Service: Executive Support, Ticket Resolution, Remote Troubleshooting

Professional Experience

Family Caregiver — Wareham, MA 2024 – Present

Managed complex scheduling, coordination, and logistics for a family member’s healthcare.

Demonstrated patience, organization, and problem-solving—transferable skills for technical support and client relations.

IT Support Specialist — Unisys, Los Angeles, CA 2017 – 2024

Delivered Tier 1–2 desktop and remote support for hundreds of enterprise users nationwide.

Diagnosed and resolved hardware, software, and network issues for Windows and Mac systems.

Managed device deployments, imaging, and user setups with SCCM and Intune.

Supported VPN, Active Directory, and Office 365 environments, ensuring minimal downtime.

Collaborated cross-functionally to improve service response times and user experience.

Consistently praised by end users for clear communication and fast issue resolution.

Independent Projects — Los Angeles, CA 2012 – 2017

Led self-directed projects in video production, screenwriting, and digital media.

Gained strong skills in technical setup, file management, editing software, and creative problem-solving.

McKinsey & Company — Multiple Locations

Team Lead, North America Technical Center Chicago, IL 2007 – 2011

Supervised and mentored a distributed team of IT technicians across North America.

Oversaw hardware break/fix operations, logistics, and spare-parts inventory, reducing downtime by 20%.

Coordinated field dispatches for high-priority on-site technical issues for executives and consultants.

Senior IT Support Specialist Palo Alto, CA & Chicago, IL 2000 – 2006

Provided phone and desk-side support for PCs, Macs, printers, mobile devices, and network gear.

Ensured branch office infrastructure and endpoints met corporate performance standards.

Applied analytical and diagnostic skills to deliver quality technical solutions under tight deadlines.

IT Support Specialist Boston, MA 1995 – 2000

Delivered prompt, professional support via phone, email, and remote tools.

Built and imaged Windows and Mac laptops for new hires and refresh cycles.

Supported end users across multiple office locations, ensuring operational continuity.

Education

Bachelor of Arts in Economics — University of Michigan, Ann Arbor, MI

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