IT Support & Infrastructure Professional with 10+ Years Experience

Brian Adkinson

Marietta, GA *.*.********@*****.***

Professional Summary

IT Support and Infrastructure professional with 10+ years of experience supporting enterprise, government, and education environments. Proven ability to resolve complex technical issues, manage device lifecycles, and deliver high-quality end-user support across Windows, macOS, and mobile platforms. Experienced with Active Directory, Intune, ServiceNow, Incident IQ, and MDM tools. Actively pursuing growth in IT Infrastructure and Cloud Support.

Core Skills

●Desktop & Laptop Support (Windows 10/11, macOS)

●Active Directory & User Provisioning

●Microsoft Intune & Autopilot

●Incident & Ticket Management (ServiceNow, Incident IQ)

●Hardware Refresh, Imaging & Asset Management

●Outlook, Microsoft 365 & Exchange Support

●AV & Conference Room Support

●VPN, DNS, DHCP, LAN/WAN

●Remote Support (LogMeIn, BeyondTrust, RDP)

●Documentation & SOP Creation

Professional Experience

IT Specialist

Motion Recruitment – Fulton County Schools Atlanta, GA

Aug 2025 – December 2025 - Led desktop and laptop refresh initiatives, including reimaging, data migration, inventory tracking, and secure disposal, improving device reliability across multiple school sites. - Managed the full lifecycle of IT service tickets in Incident IQ, consistently meeting SLA targets while supporting onsite and remote users during peak demand periods. - Provisioned and deployed Windows 11 devices using Microsoft Intune Autopilot, ensuring standardized and secure configurations for new and existing users. - Troubleshot Outlook client issues including missing emails and calendar synchronization, restoring user productivity. - Supported classrooms and conference rooms by configuring and troubleshooting Xerox projectors and AV equipment. - Performed hardware repairs and replacements (RAM, hard drives, system boards, printers). - Removed and cataloged hard drives for legal holds, ensuring compliance with data security requirements.

IT Help Desk Specialist III

IDR Staffing – State of Georgia, Dept. of Community Affairs Atlanta, GA

Feb 2025 – Jul 2025 - Delivered Tier II/III support for a distributed user base, resolving hardware, software, and access issues across Windows environments. - Owned ServiceNow tickets from intake through resolution, providing timely communication and escalation support during high-volume periods. - Executed system refreshes, data backups, and device provisioning to support employee onboarding and hardware lifecycle management. - Provisioned and troubleshot Windows 11 devices managed through Intune. - Maintained hardware lease returns, swaps, and asset documentation.

Help Desk Analyst

NSC Global – Voya Financial Atlanta, GA

Feb 2023 – Dec 2024 - Supported enterprise users across Windows and macOS environments, resolving hardware, software, and account-related issues. - Performed break/fix repairs on laptops and desktops and coordinated vendor repairs when required. - Managed Active Directory user and machine accounts, including password resets and account maintenance. - Utilized ServiceNow to manage incidents and service requests while maintaining SLA compliance. - Provided AV and conference room support for large onsite meetings and executive events.

Help Desk Analyst II

1Path Atlanta, GA

Aug 2022 – Feb 2023 - Resolved Microsoft Office, Windows, and macOS issues while maintaining high first-call resolution rates. - Conducted desktop and laptop refreshes, imaging, and asset tracking. - Delivered remote support using LogMeIn, BeyondTrust, and Remote Desktop tools.

Earlier IT Experience (Condensed)

Help Desk / Service Desk Roles – Insight Global (Cricket Wireless), Ahead, NTT DATA, Robert Half

2019 – 2022 - Provided Tier I–II technical support for hardware, software, mobile devices, Active Directory, and Microsoft Office. - Logged, tracked, and resolved incidents while escalating complex issues appropriately. - Supported enterprise users in fast-paced, high-volume environments.

Education

Master of Business Administration (MBA)

Argosy University – Nashville, TN

Undergraduate Studies – Law & Society

Motlow State Community College

Certifications

●First Aid Certification

Additional Technologies

JAMF, Citrix, Okta, Microsoft Exchange, Linux, iOS, Android, VoIP, Telephony, Network Support, Active Directory, InTune, Microsoft Windows Versions 10 and 11, SharePoint

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