Desktop Support Help Desk
Resume:
Collin Mitchell Lungo Jr.
️ ********@*****.***
Professional Summary
Senior IT Systems and Desktop Support Specialist with 15+ years of experience supporting government and enterprise clients. Skilled in Windows 10/11, Microsoft 365, Active Directory, and LAN/WAN administration. Expertise in SCCM imaging and deployment, workstation hardware/software configuration, and enterprise application support. Recognized for providing reliable desktop and infrastructure support, troubleshooting complex issues, and ensuring high standards of security, documentation, and customer service. I am currently completing a Cybersecurity Diploma (Aug 2025) to enhance my expertise in system hardening, IT security, and compliance.
Core Skills
Systems & Desktop Support: Windows 10/11, MS Office 365, Active Directory, SCCM imaging & distribution
Networking & Security: LAN/WAN, TCP/IP, DNS, DHCP, VLANs, VPNs, Firewalls, Antivirus, Encryption
Hardware Expertise: Dell, HP, Lenovo, IBM, WYSE Terminals, PCs, Notebooks, Tablets, Printers, UPS
Enterprise Tools: VMware, Hyper-V, ServiceNow, SharePoint, Adobe Acrobat, SQL Databases
Project Support: Rollout of new hardware/software, configuration, testing, and documentation
Certifications: CompTIA A+, CompTIA Network+, ITIL Foundation, CCNA (in progress)
Professional Experience
IT Support Technician
Commission for Complaints of Telecom-Television Services (Contract) Ottawa, ON Mar 2022 – Sep 2023
Provided end-user and desktop support for enterprise applications, servers, and endpoints.
Managed and maintained Windows 10 and Windows 11 devices using Microsoft System Center Configuration Manager/Intune, Windows Server Update Services, and Windows Autopilot.
Configured Microsoft 365, Active Directory, and secure remote access solutions.
Installed, configured, and maintained workstation hardware/software across multiple platforms.
Managed User account permissions and security control administration using Active Directory.
Specialized in Microsoft Intune and SCCM: Designed and configured device compliance, co-management, Hybrid join, and Auto-Pilot solutions.
End-to-end SCCM / MECM Management, including all the operations ranging from boundaries management, AD group management, Application management, packages, and monthly patching through SCCM / MECM.
Monitored and analyzed those support calls or tickets escalated or routed to the Engineers' pools and provided solutions and follow-up to ensure that problems are resolved appropriately.
Created new IM/IT documentation for the setup of new hardware and software installations to maintain standards throughout IM/IT.
Produced technical documentation and knowledge transfer materials for continuity of support.
IT Support Engineer
Huawei Technologies Canada (Contract) Ottawa, ON Jun 2015 – Dec 2022
Delivered Tier 2 support for desktops, servers, and network devices in enterprise environments.
Managed SCCM imaging and deployment of Windows systems, including application packaging.
Imaging laptops, deploying laptops, Hardware support, PC Refresh, provide onsite hands-on support to users, deal with printer issues, wi-fi issues, basic networking skills, laptop and desktop refresh, documenting tickets in ServiceNow, Office 365 support, Active Directory.
Administered Microsoft Active Directory by managing user accounts, groups, and GPOs, ensuring proper access control and compliance with security policies. Implemented Multi-Factor Authentication (MFA) and Conditional Access for enhanced security in hybrid environments.
Administration of Microsoft Intune infrastructure and to maintain it in operational conditions, including changes to the core components and settings, software delivery, client health, and reporting.
Configured VPN, DHCP, firewalls, and enforced security policies for compliance.
Collaborated with project teams to test, configure, and roll out new applications and systems.
Service Desk Analyst
Health Canada (Contract) Ottawa, ON Nov 2014 – Jun 2015
Supported desktop automation tools (MS Office Suite, Adobe Acrobat) and enterprise applications.
Provided network, hardware, and software remote support to all levels of employees with SCCM implementation, and imaging new equipment deployment, maintenance, and configuration.
Provided Tier-II support and resolved 250 weekly tickets regarding the server, Ms. Outlook 365, Ms. Office 365, Network printers, phone, and office equipment issues onsite and remote end users.
Installed and configured workstation hardware and provided warranty/repair support.
Conducted vulnerability scanning, patch management, and enforced desktop configuration standards.
Assisted in troubleshooting network cabling, data/voice jacks, and device activation.
Service Desk Analyst
Department of National Defence (Contract) Ottawa, ON Jan 2012 – Nov 2014
Provided technical support for desktops, laptops, and enterprise systems in secure environments.
Proficient in building, re-imaging, upgrading, repairing, and configuring various servers, desktops, and laptops.
Managed Windows Server OS patch management, deployment, and reporting to ensure system security.
Experienced in managing hardware inventory and software licensing, installing and configuring print servers for Windows, and performing Active Directory computer/user account creation and maintenance.
Installed, configured, and maintained Windows environments and enterprise applications.
Supported software distribution via SCCM, disk imaging, and patch management.
Created and updated technical documentation to standardize IM/IT procedures.
Education
Cybersecurity Diploma (In Progress – Aug 2025) Herzing College, Ottawa, ON
B.Eng. Mechanical Engineering Carleton University, Ottawa, ON
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