Remote IT Support Specialist with 15+ Years Experience

THOMAS E. BUFFINGTON

Remote Desktop Support • IT Support Specialist • Systems Support

Portales, NM 88130 ***************@*****.*** 719-***-****

SUMMARY

Remote Desktop Support Professional with 15+ years of experience supporting global, distributed teams. Strong background in Windows 11, Office 365, Adobe applications, Dell businessclass hardware, and enterprise ticketing systems including ServiceNow, Cherwell/Clarify, and Remedy. Skilled in advanced diagnostics, remote troubleshooting, user account management, and resolving escalations across Levels 1–3. Known for calm communication, patience, and a userfocused approach that restores confidence and productivity.

CORE SKILLS

Remote Desktop Support

Windows 11

Office 365

Adobe Applications

Dell Hardware

Active Directory

User Account Management

VPN Troubleshooting

Advanced Remote Diagnostics

Hardware/Software Troubleshooting

Imaging & Provisioning

VDI Support

ServiceNow

Cherwell/Clarify

Remedy

Mimecast

Veeam

LANDesk

Asset Tracking & Inventory

Knowledge Base Documentation

Remote Communication

Customer Service

PROFESSIONAL EXPERIENCE

REMOTE SYSTEMS ADMINISTRATOR 2022 – 2025

Managed Mimecast services and enforced GDPRaligned email security policies for remote users.

Provided advanced remote support for escalations from Level 1–3 teams across distributed environments.

Assisted with Veeam backup monitoring, restoration, and phone system recovery.

Performed remote Active Directory administration, including account creation, permissions, and authentication troubleshooting.

Supported Windows 11, Office 365, Adobe applications, and Dell hardware across remote teams.

Utilized ServiceNow, Cherwell/Clarify, and Remedy for incident, request, and escalation workflows.

Improved system reliability by identifying recurring issues and coordinating longterm solutions.

REMOTE DESKTOP SUPPORT TECHNICIAN (LEVEL II / LEVEL III)

Compassion International / InSolutions 2008 – Present

Deliver remote and onsite support for users across IT, Finance, HR, and international teams.

Troubleshoot Windows 11, Office 365, Adobe applications, VPN connectivity, and enterprise software.

Diagnose advanced PC hardware/software issues using remote access tools and deep technical analysis.

Perform remote imaging, rebuilds, and provisioning for laptops/desktops.

Use Active Directory and LANDesk for deployments, password resets, and user administration.

Track and document hardware/software assets as part of lifecycle management.

Serve as Level III escalation for complex desktop issues requiring advanced troubleshooting.

Create documentation, workarounds, and knowledge base articles to support remote teams.

Support VDI testing and collaborate with engineering teams to resolve persistent issues.

Maintain strong communication and rapport with users in remote and hybrid environments.

REMOTE SUPPORT TECHNICIAN

Hewlett-Packard (Various Contracts) 2003 – 2008

Provided remote hardware/software support for enterprise clients including USPS, Canon, BCBSM, Microsoft, Hawaiian Tel, Agilent, and Dow Chemical.

Troubleshot HP utilities, DOS/Windows systems, and legacy platforms remotely.

Monitored systems, identified outages, and performed rootcause analysis.

Logged and resolved incidents using Remedy and Clarify.

SUBJECT MATTER EXPERT (LOTUS NOTES R5)

Hewlett-Packard / CGS 2000 – 2003

Delivered Tier 1–3 remote support for global medical products manufacturer.

Supported 250+ applications and Microsoft Office Suite.

Created knowledge base solutions and trained 30 analysts.

Awarded ITSC Employee of the Quarter (Q2 2003).

Worked daily in Remedy and Clarify for ticketing and escalation.

ADDITIONAL EXPERIENCE

Software Tech IV, Intel (2001)

Equipment Integration Technician, LSI Logic (1995–1998)

EDUCATION

AAS, Computer Information Science – Network System Administration

Denver Technical College, Denver, CO

REFERENCES

Available upon request

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