Desktop Support Specialist with IT Troubleshooting Expertise

Taevon Henderson

********@*****.*** 240-***-****

CompTIA A+ Cert

● Hardware – installing, configuring, troubleshooting PCs and devices

● Operating Systems – Windows, Linux, macOS, mobile OS setup and maintenance

● Networking basics – understanding IP, connectivity, and configurations

● Security fundamentals – identifying and preventing security threats

● Troubleshooting – diagnosing and resolving IT issues efficiently

● Knowledge of routers, cabling, switches

● Efficient in IOS troubleshooting and programming.

● Basic knowledge of setting up laptop, desktop, IOS tablets, cat 5 cables

● Ability to identify troubleshooting issues.

● RedHat Enterprise Linux 7

● BMC Remedy ticketing systems

● Windows

● Customer service experience

● Excellent verbal communication skills

● Strong oral and written communication skills

● Excellent multitasking skills

● Good decision-making skills.

● Strong listening skills

● Service Now

Desktop Engineer

Quantum Crossings

Washington D.C

Mar 2023 - November 2025

Perform onsite analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed. Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels. company’s desktop computing environment.

Where required, administer and resolve issues with associated end-user workstation networking software products.

Receive and respond to incoming calls, pages, and/or e-mails regarding desktop problems via the assignment of trouble tickets, using service now.. Answer to and perform moves, adds, and changes requests as they are submitted by end users. Accurately document instances of desktop equipment or component failure, repair, installation, and removal.

Accurately document and update all assigned trouble tickets. If necessary, liaise with third-party support and equipment vendors. Support the Daily Situational Briefing with relevant analysis and status updates Help Desk Analysis

DIA Reston Va

Octo Consulting Group June 2025 - September 2025 Part Time

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● Field incoming help requests from end users via both telephone and e-mail in a courteous manner. ● Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.

● Build rapport and elicit problem details from help desk customers.

● Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.

● Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made.

● Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.

● Identify and learn appropriate software and hardware used and supported by the organization. ● Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

● Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.

● Test fixes to ensure problem has been adequately resolved.

● Perform post-resolution follow-ups to help requests.

● Develop help sheets and frequently asked questions lists for end users.

● Network Configuration and Management: Designed, installed, and managed LAN, WAN, and wireless networks, ensuring optimal performance and reliability; Configured routers, switches, and firewalls for secure and efficient network operations.

Education & Training

● High School Diploma

● Currently In College Pursuing My Associate Degree In Computer Science, Attending Prince Georges Community 2026-2027

● CompTIA A+ Certification

Cyber Security Fundamentals Certificate

– Department of the Army

Technology Networking Class August 2022– June 2023

● Perform computer workstation build outs.

● Installing routers and connecting Wi-Fi and Bluetooth devices such as Mac pc windows pc IOS and Android phones and tablets.

● Rebuild a PC from scratch.

● Install hard drives.

● Troubleshoot network and router cable issues.

● Identify potential malware threat and the sources.

● Configure Wi-Fi settings allowing devices to be connected.

● Naming routers for devices to properly connect.

● Troubleshoot common Wi-Fi disconnection issues.

● Analyze network traffic and usage data.

● Analyze network speed.

● Cross examine and compare high network traffic vs low network traffic.

● Create cat 5 and cat 6 Ethernet cables.

● Cable management

● Asset management

Contact this candidate