IT Support Engineer - VIP & Enterprise Specialist

PROFESSIONAL SUMMARY

Customer-focused IT Support Engineer with 15+ years of experience delivering enterprise-level desktop, network, and end-user support. Skilled in troubleshooting complex hardware/software issues, executing IMAC activities, and providing white-glove support to VIP and executive users. Strong background in Microsoft 365, Active Directory, Azure, and endpoint management technologies. Recognized for maintaining SLA compliance, improving user satisfaction, and supporting mission-critical environments with professionalism and technical depth

CORE COMPETENCIES

End-User Support & Customer Experience

Hardware Diagnostics, Repair & Deployment

Microsoft 365 Administration

Active Directory & Azure AD Management

Endpoint Management (SCCM / Intune exposure)

VIP & Executive Support

Incident, Request & Change Management (ITIL)

Imaging, Provisioning & Device Lifecycle Management

Network Troubleshooting (VPN, TCP/IP, LAN/WAN)

ServiceNow & Enterprise Ticketing Systems

IMAC (Install, Move, Add, Change) Operations

Asset Management & Inventory Control

Remote Support Tools & Collaboration Platforms

Root Cause Analysis & Problem Resolution

SLA Compliance & Service Quality Improvement

Windows 10/11, IOS, Android, Chrome OS, Linux

TECHNICAL SKILLS

Systems & Tools: Microsoft 365, Azure AD, Active Directory, Microsoft Configuration Manager (SCCM)

Operating Systems: Windows 10/11, macOS

Networking: VPN (AnyConnect, Zscaler), TCP/IP fundamentals

Hardware: Laptops, Desktops, SFF systems, Printers, Peripherals

Ticketing Systems: ServiceNow, Freshservice, ServiceDesk Plus

Software: Adobe Acrobat, Chrome, Edge, Microsoft Office Suite

Methodologies: ITIL Fundamentals

PROFESSIONAL EXPERIENCE

Customer Service Engineer

Worldwide TechServices/Contracted at Northrop Grumman — Rolling Meadows, IL

06/2023 – Present

●Perform advanced hardware diagnostics and repair for desktops, laptops, and SFF devices.

●Support Microsoft Configuration Manager, Active Directory, and Azure environments.

●Provide Microsoft 365 troubleshooting and user support.

●Manage ServiceNow tickets with consistent SLA adherence.

●Handle pallet-level shipping, receiving, and asset logistics for enterprise hardware.

Senior Desktop Support

Retail Services Group — Chicago, IL

03/2022 – 2023

●Delivered high-touch desk-side support for executive and VIP users.

●Administered Okta, Office 365, and Mitel VoIP systems.

●Managed onboarding/offboarding workflows, device provisioning, and asset lifecycle.

●Provided Level 2 support for 10,000+ global users across the US, Canada, and UK.

Desktop/Network Support Analyst II

TEKsystems/Contracted at IBM — Chicago, IL

07/2021 – 02/2022

●Resolved Tier II issues via phone, chat, and email for domestic and international users.

●Installed, configured, and supported desktops, laptops, and network devices.

●Executed imaging, deployments, and user data migrations.

●Served as primary liaison for third-party vendors and internal support teams.

Desktop/Network Support Analyst

Heartland Alliance — Chicago, IL

11/2019 – 12/2020

●Installed and configured workstations, software, and peripheral devices

●Managed Active Directory accounts and Office 365 licensing

●Maintained ticketing system and ensured timely issue resolution

●Built an inventory tracking system to streamline equipment management.

Motorcycle Technician / Business Operator

Scooter Dr. — Chicago, IL

07/2017 – Present

●Diagnose and repair mechanical and electrical systems

●Manage daily operations, customer service, and business processes

●Demonstrate strong troubleshooting, problem-solving, and client communication skills

Desktop/Network Support Analyst

Senior Lifestyle Corporation — Chicago, IL

04/2016 – 07/2017

●Installed and supported PCs, networks, VoIP systems, and peripherals

●Administered Office 365 and supported enterprise applications

●Resolved technical issues in alignment with SLA requirements.

Early Career Experience

Applus Technologies — Chicago, IL (2013 – 2016)

Baxter Credit Union - Vernon Hills, IL (03/2010 – 03/2013)

ABS — Hoffman Estates, IL (03/2007 – 03/2010)

Advocate Healthcare Group — Oak Brook, IL (2000 – 2007)

Delivered enterprise desktop support, VPN troubleshooting, network assistance, and end-user support across healthcare, financial, and corporate environments. Supported large user bases, assisted with Cisco systems, and contributed to process improvements.

Certifications

●CompTIA A+

●Dell Authorized Service Provider certification

●HP Authorized Warranty Delivery Partner (AWDP)

Education

Wright College — Chicago, IL

Emergency Medical Transport (Coursework)

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