Senior Desktop Support & IT Infrastructure Lead

Ronnie Holloway, Desktop Support Specialist

Mesa, AZ, 773-***-****, ********@*****.***

SUMMARY Dedicated IT Lead Tech with over 17 years of experience in support and infrastructure management. Proficient in Microsoft 365 administration, endpoint security, and service management, achieving a first-call resolution rate exceeding 98%. Successfully delivered Level 2/3 support to over 3,500 users and led national IT initiatives. Committed to enhancing user experience and operational efficiency, ready to leverage expertise to support executive- level users in a fast-paced environment.

WORK EXPERIENCE

10/2022 – Present IT Lead Tech, WVTC TV/Radio Alsip Oversaw IT infrastructure and Microsoft 365 environment, ensuring 100% uptime.

Educated staff on IT tools and maintained standard operating procedures

(SOPs) and technical documentation.

Achieved a first-call resolution rate exceeding 98% for end-user support. 04/2008 – 09/2022 IT Specialist (GS-2210), Department of Veterans Affairs Chicago Delivered Level 2/3 support for over 3,500 users, addressing hardware, software, and network issues.

Managed Azure Active Directory accounts, Group Policy Objects (GPOs), DNS/DHCP, and Exchange.

Oversaw patch deployment and endpoint security using SCCM and BigFix. Championed the national rollout of CA Service Desk and ServiceNow; developed SOPs for IT staff and provided training for end-users. 05/1998 – 11/2007 LAN & Systems Administration Manager, IBM Chicago Directed LAN/WAN operations and managed a team of IT technicians. Executed the implementation of Citrix, VPN, and security enhancements to mitigate vulnerabilities.

EDUCATION

08/1985 – 06/1989 Chicago Vocational High School

High School Diploma, Computer Science

CHICAGO, United States

Graduated with a GPA of 3.5.

08/1989 – 10/1995 U.S. Navy

Vocational, Data Processing

San Diego

Graduated with a GPA of 3.9.

SKILLS Microsoft 365 Admin Exchange

Teams SharePoint

OneDrive Intune / Endpoint Manager

Active Directory GPOs

DNS DHCP

Patch Management Endpoint Security

McAfee SCCM

BigFix ServiceNow

Zendesk CA Service Desk

Windows 10/11 macOS

Remote Support VPN

Citrix System Administration

Technical Training End-User Training

Documentation Customer Service

Troubleshooting

LANGUAGES English (Native)

CERTIFICATES ITIL Certification

Chicago, IL

MCSA Certification

Chicago, IL

Contact this candidate