It Specialist Technical Support

Kingsley Nwofor

IT Specialist

Atlanta, GA 470-***-**** ************@*****.***

PROFESSIONAL SUMMARY

Experienced IT Specialist with a strong background in technical support, system administration, and network troubleshooting. Skilled in managing Windows Server, macOS, Active Directory, VPNs, and enterprise ITSM platforms. Proven ability to resolve technical issues efficiently, deliver user-focused support, and maintain secure, reliable IT operations. Adept at collaborating with teams and end-users to optimize technology solutions and drive continuous improvements. EDUCATION

Bachelor’s Degree in Information Technology

Paul University

CERTIFICATIONS

- CompTIA Network+ Certification

- Microsoft Certified Professional (MCP)

TECHNICAL SKILLS

Operating Systems & Infrastructure

- Windows Server 2016/2019/2022, Windows 10/11, macOS

- Active Directory administration, Group Policy management, domain services

- Virtualization platforms: VMware vSphere, Hyper-V, VirtualBox Networking & Connectivity

- TCP/IP, DNS, DHCP configuration and troubleshooting

- VPN technologies: IPSec, SSL VPN, site-to-site connections

- Network protocols: HTTP/HTTPS, FTP, SMTP, SNMP

- Firewall configuration and network security monitoring Enterprise Support Platforms

- ITSM Tools: ServiceNow, Jira Service Management, Zendesk

- Remote Support: TeamViewer, ConnectWise Control, Windows Remote Desktop

- Monitoring: SolarWinds, Splunk, System Center Operations Manager Security & Identity Management

- Multi-factor authentication (MFA) implementation and support

- Privileged Access Management (PAM) solutions

- Identity and Access Management (IAM), role-based access controls

- Endpoint security: antivirus, encryption, mobile device management (MDM) Cloud & Productivity Platforms

- Microsoft 365 (Exchange Online, SharePoint, Teams, OneDrive)

- Azure Active Directory, Office 365 administration

- Google Workspace, Slack, collaboration tool integration

- Cloud migration and hybrid environment support

Database & Applications

- Microsoft SQL Server: installation, configuration, backup/restore

- Database connectivity troubleshooting, ODBC/JDBC configuration

- Application deployment and patch management

- Software licensing and compliance management

Documentation & Process Management

- ITIL framework implementation, incident and change management

- Knowledge base development using Confluence, SharePoint

- Standard Operating Procedures (SOPs) and runbook creation

- Root cause analysis and post-incident reporting

PROFESSIONAL EXPERIENCE

IT Services Representative

Progressive Insurance, Cleveland, OH, IT Service Desk June 2023–Present

- Respond to user support requests via phone, email, and chat.

- Assist users with troubleshooting for computers, printers, and common software.

- Perform password resets and resolve account access issues.

- Document support activities and solutions in the ticketing system.

- Troubleshoot and resolve hardware, software, and network issues.

- Configure and deploy desktops, laptops, and mobile devices.

- Manage user accounts and permissions in Active Directory or similar systems.

- Support Microsoft 365 applications, including Teams, Outlook, and SharePoint.

- Maintain and update technical documentation and user guides.

- Identify recurring technical problems and suggest process improvements. Technical Support Representative

Metro Analytics Group, Marietta, GA, IT Department March 2021–May 2023

- Delivered desktop support for Windows and Mac systems in a high-volume environment.

- Set up and maintained VPN access for remote employees.

- Troubleshot TCP/IP network issues, DHCP, subnet, and gateway configuration problems.

- Managed inbound support requests with a high first-contact resolution rate.

- Developed and implemented standardized operating procedures for technical issues.

- Performed system updates and security patches across multiple platforms.

- Maintained detailed records of user interactions and technical solutions.

- Coordinated with vendor support teams to resolve hardware and software issues. Helpdesk Technician

Elite Security Solutions, Alpharetta, GA January 2019–February 2021

- Provided technical support for Windows Server environments and macOS workstations.

- Configured and maintained VPN solutions for secure client access.

- Diagnosed and resolved TCP/IP configuration and network connectivity issues.

- Supported user permissions, remote access, and data protection protocols.

- Maintained help desk ticketing system with detailed documentation.

- Performed hardware and software audits to ensure compliance.

- Created user guides for technical procedures and software applications.

- Participated in on-call rotation for after-hours emergency support. ADDITIONAL QUALIFICATIONS

- Flexible availability for various shifts, including evenings, weekends, and on-call rotations

- Ability to work under pressure in time-sensitive environments

- Strong problem-solving skills with a methodical troubleshooting approach

- Effective team collaboration and independent work capability

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