IT Support Specialist with 15+ Years Experience

DAMIEN J STALLWORTH

Dumfries, VA 571-***-**** ******.************@*****.***

PROFESSIONAL SUMMARY

Experienced IT Support Professional with 15+ years supporting federal, state, and enterprise environments. Proven expertise in Tier I–II desktop, network, and mobile support; device management; and service desk operations. Known for strong customer service, fast issue resolution, and supporting mission-critical systems in high-availability environments. TECHNICAL SKILLS

Operating Systems & Tools: Windows, Active Directory, SCCM, Intune, PowerShell Cloud & Security: Microsoft Azure, Microsoft Defender, VPNs Service & Support: ServiceNow, Salesforce, Bomgar, ITIL Messaging & Collaboration: Exchange, O365

Hardware & Mobility: Desktops, Laptops, Printers, Mobile Routers, Tablets/Toughbooks PROFESSIONAL EXPERIENCE

Highlight Technology Inc – Fairfax, VA

Tier I IT Technician 09/2023 – 11/2025

Supported the Small Business Administration in a high-volume federal IT environment.

• Provided Tier I technical support via phone, email, and ServiceNow, resolving incidents and service requests within SLA targets

• Managed and supported end-user devices using Microsoft Intune

• Performed remote troubleshooting using Bomgar

• Monitored system performance, availability, and network alerts; escalated issues to Tier II/III and NOC teams

• Supported desktops, peripherals, and mobile devices; performed inventory validation

• Delivered consistent, customer-focused support with strong written and verbal communication

Barrow Consulting LLC – Washington, DC

Tier II IT Technician 04/2023 – 09/2023

Provided Tier II support to DC Office of Unified Communications, including emergency services.

• Delivered advanced support for 911/311 call floor systems, ensuring high availability

• Supported mobile routers, MVPN-NetMotion, CAD/MPS systems, and firewall coordination

• Performed hardware imaging, installations, wiring, maintenance, and performance reporting

• Monitored system alarms, escalated outages, and supported infrastructure operations

• Assisted with large-scale deployments for public safety agencies (FEMS, MPD) VTech Solutions – Washington, DC

Information Technology Specialist 04/2017 – 10/2021

• Delivered service desk support to DC government agencies in a call-center environment

• Documented, tracked, and escalated incidents using ticketing systems

• Administered Active Directory accounts and password resets

• Provided remote troubleshooting for hardware, printers, and software issues

• Maintained high customer satisfaction through timely issue resolution K-Force – Reston, VA

Technical Support Specialist / Tax Support Specialist 12/2016 – 04/2017

• Provided technical and tax software support for Intuit ProSeries

• Documented issues and resolutions in Salesforce

• Escalated complex issues while maintaining strong customer service metrics Earlier Experience (Condensed for Seniority & Space) IT Support Specialist / Systems Administrator / Helpdesk Technician Veredus Express Employment Professionals NVT Staffing QinetiQ NA Access Systems Professional Solutions

• Supported enterprise and government IT environments (DoD, DHS, USMC, education, healthcare)

• Managed Active Directory accounts, device imaging, hardware upgrades, and security tools

• Provided Tier I–II troubleshooting for desktops, printers, applications, and networks

• Supported mission-critical operations, executive briefings, and emergency response systems

EDUCATION

Associate of Science – Computer Programming

Stratford University, Falls Church, VA

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