IT Help Desk & Systems Support Specialist

Gregory Cadet

**** ********* ***, ********* **, *1218 Phone: 443-***-**** Email: *******@*****.***

PROFESSIONAL SUMMARY

Detail-oriented and solutions-driven IT Support Specialist with over 7 years of experience in technical support, systems administration, hardware/software troubleshooting, and mobile device testing. Adept at managing high-volume service desk environments, resolving complex technical issues, and supporting enterprise-level systems across healthcare, energy, and telecommunications sectors. Demonstrated expertise in Windows environments, Active Directory, Office 365, ticketing systems, and endpoint device management. Known for delivering consistent, customer-focused support and ensuring the reliability of IT infrastructure in fast-paced settings.

CORE COMPETENCIES

IT Help Desk Support • Windows 7/10/11 Troubleshooting • Office 365 Administration • Active Directory • Mobile Device Testing • Network Connectivity Troubleshooting • Hardware & Peripheral Support • Citrix Support • VPN Configuration & Issue Resolution • Device Imaging & Re-Imaging • ServiceNow Ticketing • Printer Troubleshooting • Epic System Support (Basic) • Remote Desktop Assistance • Customer Service & Communication • Technical Documentation • Microsoft Authenticator & RSA Support • Software Installation & Configuration

PROFESSIONAL EXPERIENCE

IT Deskside Support Technician

IRS, Baltimore, MD February 2023 – Current

Provided deskside technical support for laptops and desktops across IRS departments, ensuring minimal downtime and swift resolution of hardware and software issues.

Troubleshot a wide range of Microsoft Office Suite and government-specific applications, including Outlook, ensuring smooth day-to-day user operations.

Supported and maintained systems using Windows 11, Windows Easy Transfer, and conducted device configurations and reimaging processes to meet agency standards.

Utilized ServiceNow for managing support tickets and asset tracking, and performed user account administration through QWERT Active Directory. Applied basic PowerShell commands for administrative tasks as needed.

IT Support Technician

Coty (Insight Global Staffing), Baltimore, MD October 2022 – April 2023

Managed daily IT support operations using ServiceNow for asset tracking, ticket management, and issue resolution, enhancing workflow visibility and minimizing downtime.

Performed device imaging for desktops and laptops, contributing to standardized deployments and reducing setup time for new and reassigned users.

Supported onboarding by assisting new hires with PC orientation and technical setup, improving the first-day productivity experience.

Monitored network and endpoint health using Nexthink, proactively identifying and addressing system anomalies to maintain performance and uptime.

IT Support Technician

University of Maryland Medical Center IT Baltimore, MD February 2020 – October 2022

Delivered on-site IT support across hospital departments, configuring and upgrading mobile workstations (WOWs) and resolving critical technical issues to ensure clinical systems operated seamlessly.

Troubleshot hardware, software, Citrix, and Active Directory issues, maintaining secure access to vital medical applications and user profiles.

Supported large-scale public health initiatives at the M&T Stadium Vaccine Site, providing reliable IT setup, maintenance, and support during high-volume events.

Executed network patching, printer troubleshooting, and Epic system assistance, contributing to a stable and fully functional hospital IT environment.

IT Help Desk Analyst

Exelon, Baltimore, MD August 2019 – November 2020

Provided high-volume remote IT support, resolving 40–60 service requests daily involving Windows OS, Office 365, Active Directory, and VPN access across a national user base.

Managed technical escalations through ServiceNow and Service Manager, improving incident resolution times and customer satisfaction scores.

Supported users with BitLocker encryption, lockout issues, and multi-factor authentication tools like RSA and Microsoft Authenticator.

Diagnosed and resolved complex printer and peripheral issues, including configuration for HP, Xerox, and Brother devices across diverse network environments.

Electrician Helper

Rosendin Electric, Baltimore, MD June 2019 – August 2019

Supported licensed electricians on active construction sites by preparing tools, parts, and wiring materials to ensure readiness for daily tasks.

Executed physical installation tasks including wire pulling and conduit work, adhering to safety guidelines and ensuring accurate layout implementation.

Maintained organized inventory and work areas, reducing delays and improving site efficiency.

Assisted in unloading and transporting heavy materials, contributing to overall site logistics and team productivity.

Mobile Device Test Technician

Apkudo, Baltimore, MD June 2018 – November 2018

Conducted hardware and software quality assurance testing on smartphones, tablets, and smartwatches, adhering to carrier-specific compliance standards.

Logged precise test results using proprietary systems and tools, ensuring traceable and actionable data for product feedback and refinement.

Collaborated with cross-functional teams to refine test plans and develop new testing protocols aligned with T-Mobile and Verizon requirements.

Created test documentation and performed root-cause analysis on failures, driving process improvements across test operations.

Mobile Application Compliance Analyst

Aegis Mobile, Columbia, MD October 2016 – March 2018

Performed application audits and transaction verification to assess compliance with mobile content and billing regulations.

Conducted testing across Android, iOS, and Windows platforms, identifying software defects and fraud patterns.

Managed large data sets in Excel for analysis and reporting, maintaining accurate records for client and regulatory use.

Collaborated with QA teams to update testing procedures, improving test accuracy and reducing false positives in compliance checks.

Customer Support Representative

Maryland Health Connection, Baltimore, MD November 2015 – October 2016

Delivered frontline support for health insurance applicants, addressing inquiries, troubleshooting technical issues, and explaining benefit eligibility criteria.

Communicated effectively between service departments including QA, Training, and Payroll to support accurate claims handling and data integrity.

Handled sensitive customer interactions while maintaining professionalism and privacy standards in accordance with HIPAA requirements.

Captured and documented customer concerns in CRM systems to support continuous service improvement initiatives.

Customer Technical Support Agent

Pole to Win, Baltimore, MD February 2014 – August 2015

Resolved customer-reported issues across gaming software and hardware platforms, offering technical support aligned with client SLA requirements.

Diagnosed and resolved driver, hardware, and network connectivity issues on PCs and gaming devices, reducing escalation rates.

Tracked and reported recurring technical issues, providing actionable insights to developers and product teams.

Assisted with inventory control and knowledge base updates, contributing to team resource optimization and accuracy.

Mail Processing Technician

USIS, Baltimore, MD February 2012 – August 2012

Processed and handled secure government correspondence, maintaining strict confidentiality protocols and chain-of-custody procedures.

Operated high-speed scanners and printers to digitize and process sensitive documents accurately and efficiently.

Organized incoming and outgoing packages, ensuring proper routing and timely delivery within government facilities.

Executed administrative tasks including data entry and record maintenance, supporting streamlined documentation workflows.

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