Technical Support Specialist with 10+ Years Experience
Resume:
Angelo Anderson, A+, MCP, CHDP
Kennesaw, GA
470-***-**** *********@*******.***
TECHNICAL SUPPORT / HELPDESK SPECIALIST
Technical Support / Helpdesk Specialist with 10+ years of experience supporting enterprise users in fast-paced environments. Strong expertise in Active Directory, Azure AD, ServiceNow, VPN connectivity, LAN/WAN troubleshooting, and desktop support. Proven ability to resolve 50+ tickets daily, support onboarding/offboarding, and consistently meet SLAs while delivering excellent customer service. CompTIA A+ certified with strong documentation and communication skills.
TECHNICAL SKILLS
Operating Systems: Windows 10/11, macOS, Linux
Directory Services: Active Directory, Azure AD, Intune
Networking: TCP/IP, DNS, DHCP, LAN/WAN, VLANs, VPN (Cisco AnyConnect)
Ticketing Systems: ServiceNow, Remedy, SysAid
Hardware Support: Dell & Mac imaging, break/fix, peripherals, printers
Security & Tools: CrowdStrike, Citrix, McAfee, Wireshark, SolarWinds
Productivity: Microsoft 365, Teams, SharePoint, Excel
PROFESSIONAL EXPERIENCE
Microland Ltd – Alpharetta, GA
Desktop Helpdesk / Network Support Dec 2020 – Present
Provide L1–L3 technical support via phone, email, and ServiceNow, resolving 50+ tickets per day.
Manage Active Directory and Azure AD for user onboarding/offboarding, access provisioning, and password resets.
Diagnose and resolve network issues involving DNS, DHCP, TCP/IP, VLANs, and VPN connectivity to ensure reliable system access and up time
Troubleshoot Windows, macOS, Linux, VDI, and Citrix environments.
Install, image, and maintain Dell and MacBook systems, including OS deployment, patching, and endpoint security.
Act as an escalation point for complex incidents, using Wireshark and SolarWinds for root-cause analysis.
Create and maintain knowledge base documentation to improve first-call resolution and reduce repeat incidents.
Support AV equipment and conference room technology for business operations and presentations.
Troubleshot HP and Canon printer issues for multiple departments, reducing repeat service tickets and improving user productivity.
CGS / Lenovo – Norcross, GA
Technical Support / Helpdesk Specialist (Contract) Jun 2020 – Dec 2020
Delivered remote L1/L2 support to Lenovo customers via phone and remote support tools.
Managed Active Directory and Azure AD user accounts and permissions.
Troubleshot DNS, DHCP, TCP/IP, and VPN issues, providing clear guidance to end users.
Supported enterprise LAN/WAN connectivity and site-to-site VPN configurations.
Installed and configured software applications and Poly (Polycom) video conferencing solutions.
Stratix Corporation – Atlanta, GA
Tech Support / Desktop Specialist Aug 2019 – Jun 2020
Provided desktop, AV, and technical support for corporate users and production teams.
Managed Active Directory user provisioning and workstation configuration.
Deployed and supported Cisco and Mitel (ShoreTel) VoIP phones using Cisco Call Manager.
Assisted with installation and troubleshooting of conference room AV systems.
Delivered prompt, professional support for hardware, software, and telecommunications issues.
Southworth Products – Manila, AR
Management Support Analyst 2015 – 2019
Provided desktop and network support across CAD and production environments.
Logged, tracked, and resolved incidents using the SysAid ticketing system.
Installed and supported Wyse thin clients and legacy DOS-based applications.
Supported Avaya VoIP systems and managed Cat5/Cat6 network cabling.
Performed Active Directory account management and mobile device setup (Apple phones).
CUSTOMER SERVICE HIGHLIGHT
6+ years of call center and hospitality experience
Handled 50+ calls per day while maintaining high customer satisfaction
Strong communication, documentation, and problem-solving skills
EDUCATION
Adelphi University – New York, NY
associate degree in computer science
CERTIFICATIONS
CompTIA A+
Microsoft Certified Professional (MCP)
Certified Help Desk Professional (CHDP)
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