Remote IT Support Specialist with 10+ Years Experience

KATHERINE FANNING

IT Support & Systems Specialist

San Diego, CA 92025

Email: **********@*****.*** mobile: 760-***-**** PROFESSIONAL SUMMARY

Accomplished IT Support and Systems Specialist with 10+ years of experience delivering responsive onsite and remote support in healthcare and enterprise environments. Strengths include Active Directory administration, secure remote access (VPN/VDI), enterprise software deployment, and IT asset management. Adept at writing SOP s and knowledge articles that improve consistency and reduce resolution times. Known for clear communication, calm under pressure, and user- first service. CORE SKILLS

End- user and remote support (Windows, Mac, mobile)

Active Directory and Group Policy administration

VPN,VDI (Citrix), Logical Networks, Cisco Meraki

Comp TIA, Powershell Scripting

Network fundamentals (LAN/WAN, DHCP/DNS, TCP/IP)

Microsoft 365, VMware, Azure, SCCM software deploy

Incident response and SLA adherence, BMC Remedy, ServiceNow

Technical documentation and Knowledgebase development PROFESSIONAL EXPERIENCE

IT Support Technician II —

Palomar Healthcare Escondido, CA

Jan 2020 – July 2025

Provided daily onsite and remote support for computers, operating systems, applications, and connectivity.

Remote Support Technician and Onsite Support Technician for Palomar Healthcare, PH San Marcos Acute Care Clinics (sole technician), and 6 other endpoint locations, supporting ~200 users and resolving ~80 tickets/month.

Managed Active Directory user accounts, password resets, and permissions.

Configured secure remote access, including VPN and Citrix VDI, for remote users.

Deployed standardized images; delivered software updates and patches via Microsoft SCCM.

Installed, maintained, and troubleshot network and secure printers for high- volume users.

Authored SOPs and built knowledgebase content to streamline recurring tasks and resolutions.

Documented incidents, actions, and follow-ups in the ticketing system; prioritized and escalated as needed.

Collaborated with vendors on upgrades and warranty repairs; ensured compliance with privacy policies.

Utilized remote access tools to reduce downtime; followed up with users to confirm resolution and satisfaction.

Achieved 97% CSAT by implementing follow-up calls and publishing KB articles to address recurring issues.

Improved SLA adherence from 91% to 95% onsite and from 95% to 97% remotely by refining workflows and optimizing patch scheduling.

Reduced ticket resolution time from ~2.5 days to ~1.7 days by documenting the top 10 fixes and streamlining escalation paths.

Drove +45 NPS by improving VPN/Citrix reliability and enhancing outage communications.

Authored SOPs and technical documentation that cut repeat tickets by ~25% and enabled super- user self-resolution.

Deployed SCCM images and monthly updates with 98–100% compliance; minimized post- patch incidents.

Managed AD accounts, permissions, and group policies; reduced access-related tickets by 20%.

Collaborated with vendors on upgrades and warranty repairs; ensured HIPAA compliance and secure handling of PHI.

IT Asset Management - Device Administrator —

Cerner ITWorks - IT Div. of Palomar Healthcare

Dec 2018 – Dec 2019

Support procurement and management of software or technology-related hardware assets.

Supported procurement, receipt, deployment, tracking, and end- of- life disposal of IT hardware.

Maintained accurate inventory records; audited assets for location, condition, and usage.

Responded to inquiries and service requests; processed purchased and returned equipment.

Coordinated warranty and repair tasks; documented lifecycle activities for compliance.

Collaborated across teams to assess needs and recommend cost-effective hardware/software. IT Support Specialist —

MF & Associates, LLC Escondido, CA

Nov 2012 – Nov 2018

Evaluate the organization's technology use and needs and recommended improvements, e.g. hardware and software upgrades.

Provided onsite and remote support for servers, network devices, and workstations.

Performed software installs, upgrades, and patches; maintained licensing compliance.

Managed backups and basic security controls (antivirus, firewalls, intrusion detection).

Resolved connectivity issues (IP addressing, DNS); configured VPN for off- site staff.

Created technical documentation, network diagrams, and user guides; maintained asset inventory.

Coordinated with vendors on procurement and service contracts. TOOLS & PLATFORMS

• Microsoft 365 • ServiceNow • Cisco Meraki • Azure • BMC Remedy • SharePoint • SCCM • Citrix • Microsoft Exchange • DHCP/DNS • Lansweeper • Powershell Scripting • LAN/WAN • VPN • Windows Server • Network Firewalls • FTP • TCP/IP • iOS • Linux • Local & Network Printers

• VoIP • PowerScribe 360 • VMWare • Active Directory • Cerner Clairvia, McKesson, PACS (Change Healthcare) • Windows 8,10,11 • Computer Configuring and Imaging • Network Administration Technology • Help Desk

EDUCATION

Bachelor of Science - Network and Communications Management DeVry University - Pomona, CA

Honor Roll Graduate • 4.0 GPA

Contact this candidate