Desktop Support Active Directory

CHRISTIAN G. JACKSON · 484-***-**** · ***********@*****.*** October 2025

PROFESSIONAL SUMMARY

•Experienced Desktop Support and IT Infrastructure professional with a strong background in Windows 10 and 11 imaging, hardware and software troubleshooting, and network printer support.

•Proven ability to lead Windows migrations, manage Active Directory and Azure environments, and support enterprise IT operations in high-volume environments.

•Skilled in providing both onsite and remote end-user assistance using tools such as ServiceNow, Cherwell, SCCM, and Intune.

•Proficient in Active Directory and Azure AD administration, including user management, device configuration, and access control.

•experienced in handling technical issues related to desktops, laptops, and peripherals while maintaining high standards of customer service in enterprise environments.

•Adept at troubleshooting complex technical issues, supporting end users, and ensuring secure, stable infrastructure using tools like VMware, Citrix, Intune, and Cherwell.

SKILLS

Systems: Windows Server, Windows 10/11, Linux (desktops/laptops, and Servers), Apple Mac iOS (desktops/laptops, iPads, and iPhones).

Cloud & Virtualization: Microsoft 365, Azure AD/AVD, Intune/MDM/AutoPilot, VMware Horizon, and Citrix Director

User & Endpoint Management: Active Directory, Multifactor Authentication, Endpoint Security

Networking: VPN, LAN/WAN, and Zscaler

Support Tools: ServiceNow, Cherwell, SCCM, AD, and RC Viewer

Hardware: HP, Dell, Lenovo desktops/laptops, printers, servers

PROFESSIONAL EXPERIENCE

Pomeroy Technologies (Contractor at PPL Electric Utilities) — Allentown, PA

IT Endpoint Computing L2/Customer First L2 Analyst

Feb 2020 – Apr 2025

Managed Windows 10 refresh deployments, imaging devices and resolving hardware/software issues.

Performed Active Directory and Azure AD user administration and Microsoft 365 troubleshooting.

Used Cherwell and ServiceNow for incident resolution and CMDB asset tracking.

Wrote and updated internal knowledgebase, SOPs, and troubleshooting guides.

KForce (Contractor at Lehigh Valley Health Network) — Allentown, PA

IT Support Analyst / Asset Inventory Tech

Aug 2019 – Jan 2020

Supported Windows 10 deployments via MDT and managed Citrix/VPN configuration for end users.

Provided deskside support for clinical and administrative teams, managing asset records in Service Manager.

Denali Advanced Integration (at Apple Leisure Group) — Bethlehem, PA

L2 Desktop Support Analyst/Desktop Support Technician

Aug 2015 – Oct 2018

•Imaged and reimaged Windows 10 and 11 systems, ensuring successful deployment and upgrade readiness.

•Provided onsite and remote technical support, resolving hardware, software, and peripheral issues efficiently.

•Troubleshot and configured network printers and scanners, resolving connectivity and driver-related issues.

•Managed user accounts and permissions through Active Directory and Azure AD.

•Utilized ServiceNow and Cherwell for ticket resolution, incident tracking, and CMDB asset management.

•Supported Microsoft 365 and VPN connectivity to maintain secure and reliable user access.

•Documented procedures and created troubleshooting guides for internal knowledge base.

•Assisted with Mac OS setup and troubleshooting for end users when required.

Robert Half Technologies (at Apple Leisure Group) — Bethlehem, PA

IT PC Technician

Sep 2014 – Jul 2015

Led Windows XP to Windows 7 migration project using Ghost and SCCM.

Delivered hardware/software support and managed CMDB records in Cherwell.

Performed AD account support and contributed to desktop imaging processes.

ADDITIONAL EXPERIENCE (Condensed for relevance)

Pfizer, Sanofi, Bank of America, Lutron, Bosch, St. Luke’s Health, Brentagg, DuPont: Windows migrations, CMDB updates, desktop deployments, and conference room support through agencies like TEKsystems, KForce, Diversant, Talon, and CDI.

Small Business/Consulting Roles: Site assessments, server setups, asset inventory management, and website/database support (U-Combination Tech, HRAS, Village Charter School, Sermatech).

Education & Certifications

Udemy (Online)

AZ-900, AZ-104, SCCM, Intune, Azure AD, Windows Server 2016 (98-365, 70-742), Active Directory, CCNA 200-301, VMware vSphere, HTML, CSS, JavaScript, PHP

Northampton Community College – Bethlehem, PA

A.A.S. Web Development

Courses: JavaScript, PHP, MySQL, Linux, Windows OS, Web Design

Montgomery County Community College – Blue Bell, PA

Cisco Network Academy: Cisco Certified Network Associate Program, Java, C++, HTML, MS Office

Lincoln Technical Institute – Pennsauken, NJ

Certified Network Engineering Diploma, Certified Novell Administrator

CompTIA A+ Certified

Burlington County College – Pemberton, NJ

Structured Basic Programming, ANSI C Programming, Geometry, Trigonometry, Algebra 1 & 2

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