Help Desk Technician - IT Support Specialist

Nicholas Davenport

IT and mobile device professional with over 7 years of experience who is looking to continue a successful career as a help desk technician. Excellent customer service and interpersonal skills who works well independently and in teams to identify problems, determine solutions, and achieve company goals.

Experience

S.A.F.E. Management July 2025 – Present

Event Security Associate

Provide security support for Ravens and Oriole team based franchises.

Perform pat downs and search for concealed and prohibited items at various gates.

Check customer tickets via company software to determine if real and useable.

Perform schedule walks throughout stadium during events and off event days.

Other duties and event support for other locations as assigned.

University of MD Medical Center May 2025 – Dec 2025

Desktop Technician – Experis Contract

Surveyed desktop and laptops throughout the hospital to see if eligible for in-place Win11 upgrade or to be replaced with a new computer.

Average 20 in-place Win11 upgrades done via an SCCM Manual or Auto-pilot push daily.

Replaced 800 G5 desktops with 600 G6 desktop units.

Imaged new 600 G6 desktops or new laptop units via pixie Boot Win11 imaged USBs.

Added Win11 units back to groups via Active Directory.

Configured software as needed for Auto-login with win registry for Improvita software.

Attend to assign tickets via Service now for all departs upgraded during Win11 migration.

Other duties as assigned by team lead (New hire training, custom pc building, etc.)

Erickson Senior Living

Desktop Support Technician – TEKsystems Contract Jan 2025 – Mar 2025

Updated users from Win10 OS to Win11 OS. (700+ users over 4 locations)

Backed up user data via One Drive and PC Remover Software

Restored user data via OneDrive and PC Remover Software

Restored user access to certain directories, etc. via Active Directory and Intune

Update devices BIOS, drivers, GP, etc. after Win11 OS installation.

Used Remedy, CMDB and excel spreadsheet to track progress and data for users completed.

Life Cycle upgrades for users with outdated PCs.

Used scripts via PowerShell and CMD to fix any issues

T. Rowe Price Oct 2023 – Dec 2024

Desktop Technician ll – TEKsystems 1 year Contract

Deploying new hardware to end-users (PCs, laptops, thin clients, virtual machines, and monitors), imaging pcs and laptops, software installation and troubleshooting.

Replacement of PCs that are at the end of their lease cycle, and configuration of virtual machines.

Preparation of desktops and other equipment for disposition.

Properly recording all related desktop hardware data into the asset management system via Service Now.

Ran PowerShell and CMD scripts for various installation and software fixes

Provided user access via Windows Registry, Active Directory, Citrix Console, etc.

Whiting Turner Contracting Company May 2023 – July 2023

Deployment Technician – Robert Half 3 Month Contract

Re-imaging computer based devices (Laptops, Desktops, All-In-Ones, iPads, etc.)

Deployed an average of 20 - 30 devices daily or based on special projects.

Updating device BIOS, drivers, and Group Policies.

Ensuring all devices are renamed and placed on the company Domain.

Troubleshooting any device hardware issues and replacing faulty hardware.

Created tickets for devices as they are assigned to Interns, Employees and other staff members via ServiceNow system

Packaged and shipped device as completed using a corporate UPS account.

Other duties as assigned by Team lead.

Asurion LLC (uBreakiFix) Apr 2022 – Oct 2022

Lead Electronic Repair Technician

Responsible for all repairs done on-site related to mobile devices (Apple, Samsung, Google, computers, consoles, etc.)

Responsible for maintaining SLAs on TAT for repairs.

Responsible for ensuring parts are available within Inventory related to ordering, receiving all PO’s, and keeping an accurate account of all available parts.

Ensured all BOH trainings are completed by technicians through portal and physical activities.

Coached and mentored employees on a daily basis.

Managed BOH and supervising other staff techs, as needed.

Wireless Buybacks Sept 2018 – Feb 2021

TechLiq Production Manager/Senior IT QA Tech.

Manager and mediator for all TechLiq Divisions. (IT, Gaming, Listing, Inventory & Sound)

Ensured all customer inquiries are answered and attended to for all divisions.

Performed monthly audits to ensure consistent product flow throughout each division.

Filled in for leads of any division to maintain daily task, if and when needed.

Provided testing support for all TechLiq Division, as needed.

Online and F2F wholesaling totaling over 30-50K in monthly sales of used/defective products.

Performed PC troubleshooting and repairs related to screen replacement, OS installation, etc.

Performed game console diagnostics related to hardware and software installation, etc.

Performed consumer electronic repairs, cleaning, stocking, and grading.

Maintained accurate inventory count for Division 2 products.

Education

Bachelors of Science: Information Technology - July 2015

Concentration in Information Systems Security

University of Phoenix

Associate’s Degree: Business Management - December 2012

University of Phoenix

Certifications

Apple Mobile Device Certification - May 2022

Google Mobile Device Certification - May 2022

Samsung Mobile Device Certification - May 2022

Wise Level 1 Certified - June 2022

Concealed Carry Weapon Permit – October 2024

MD Guard Card – Active – August 2025

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