Desktop & Deskside Support Specialist with 14+ Years

DENNIS MCCREE

Deskside / Desktop Support Technician

Email: ******.******@*****.*** Cell: 805-***-****

LinkedIn: www.linkedin.com/in/dennis-mccree-765a81bb

PROFESSIONAL SUMMARY

Enterprise Deskside and Desktop Support Technician with 14+ years of hands-on experience providing onsite and remote deskside support in corporate and global IT environments. Expert in desktop refresh (IMAC), Windows 10/11 Enterprise, hardware break/fix, imaging/deployment, Active Directory, and Microsoft 365. Proven ability to support end users and executives, troubleshoot complex hardware and software issues, maintain accurate asset records, and deliver high-quality IT service while following enterprise processes and ticketing workflows..

CORE DESKSIDE & TECHNICAL SKILLS

Deskside Support (Level 1–3)

Desktop Refresh / IMAC (Installs, Moves, Adds, Changes)

Desktop Security Tools (MFA, Zscaler, Endpoint Protection)

Windows 10 & Windows 11 (Enterprise)

macOS Enterprise Support

Active Directory (Users, Groups, Devices, Domain Join)

Microsoft Office 2016 / Microsoft 365 / Teams

Imaging & Deployment (SCCM, USMT, JAMF, Dell tools)

Hardware Break/Fix (Dell, HP, POS, Printers, Peripherals)

Asset Management & Documentation

ServiceNow (SNOW), Remedy

Remote Support (Bomgar, Dameware, RDP, Apple Screen Sharing)

PROFESSIONAL EXPERIENCE

Service Desk Technician – Mac Team EdgeWater Federal Solutions 02/2023 – 09/2025

Delivered hands-on deskside support for Windows and macOS users, including workstation setup, troubleshooting, and peripheral support

Performed desktop refresh and IMAC activities for onsite users

Supported Microsoft 365, VPN, Zscaler, SSO, and enterprise applications

Imaged and configured Mac systems using JAMF and MDM profiles

Troubleshot FileVault encryption, network connectivity, and adapter issues

Assisted users with docks, monitors, printers, and workspace setup

Managed incidents, escalations, and documentation using ServiceNow

Supported Windows 10 and Windows 11 desktops in an enterprise macOS/Windows environment

Provided in-person and remote support using Bomgar and Apple Screen Sharing

Senior Analyst HCL America / LinkedIn / Microsoft 01/2017 – 01/2023

Provided deskside and desktop support for Windows and macOS systems in a global enterprise environment

Supported desktop refreshes, IMAC activities, and new hire onboarding

Assisted with Google Workspace to Microsoft 365 migrations

Managed Active Directory user accounts and Exchange configurations

Supported executive users, Video Conference (VC) rooms, and company-wide meetings

Installed software using Landesk, SCCM, and JAMF Casper

Troubleshot hardware, printers, and network connectivity issues

Utilized ServiceNow for ticket tracking and documentation

Technical Support Technician Pinnacle / Unisys / Amgen – Newbury Park, CA 07/2016 – 10/2016

Performed desktop and laptop setup, imaging, and configuration

Migrated user data using USMT and backup methods

Configured Outlook, shared mailboxes, calendars, and PST files

Installed and supported network and local printers

Deployed software using SCCM

Managed asset collection and delivery

Desktop Support Tech Team Lead CSC Farmers Insurance – Woodland Hills, CA 05/2011 – 08/2014

Provided Level 2 deskside and remote support for 1,500+ users

Led Windows 7 upgrade and desktop refresh projects

Performed IMAC activities and new hire workstation setups

Installed, configured, and supported desktops, laptops, printers, and mobile devices

Managed Active Directory account unlocks and password resets

Maintained asset records and supported executive users

Used Remedy and ServiceNow for incident tracking

Desktop Tech Support CompuCom @ Farmers Insurance – Simi Valley, CA 12/2008 – 05/2011

Provided deskside and remote support across multiple corporate locations

Installed, troubleshot, and supported Windows desktop operating systems

Performed hardware break/fix and Dell warranty coordination

Supported VPN connectivity, printers, and user applications

Maintained documentation and issue tracking

EDUCATION

Technology Development Center – Network Support Technician

Oxnard College – Associate of Science / Associate of Arts

CERTIFICATIONS

CompTIA A+

CompTIA Network+

Dell Online Self-Dispatch Certification (Notebook, Desktop, Printers, Servers)

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