Helpdesk Support Specialist with AD Expertise

Angelo Anderson, A+, MCP, CHDP

Kennesaw, GA

470-***-**** *********@*******.***

HELPDESK SUPPORT

Strong expertise in Active Directory, Azure AD, ServiceNow, VPN connectivity, LAN/WAN troubleshooting, and desktop support. Technical Support / Helpdesk Specialist with 10+ years of experience supporting enterprise users in fast-paced environments. Proven ability to resolve 50+ tickets daily, support onboarding/offboarding, and consistently meet SLAs while delivering excellent customer service. CompTIA A+ certified with strong documentation, problem-solving, and communication skills.

TECHNICAL SKILLS

Operating Systems: Windows 10/11, macOS, Linux

Directory Services: Active Directory, Azure AD, Intune

Networking: TCP/IP, DNS, DHCP, LAN/WAN, VLANs, VPN (Cisco AnyConnect)

Ticketing Systems: ServiceNow, Remedy, SysAid

Hardware Support: Dell & Mac imaging, break/fix, peripherals, printers

Security & Tools: CrowdStrike, Citrix, McAfee, Wireshark, SolarWinds

Productivity: Microsoft 365, Teams, SharePoint, Excel

PROFESSIONAL EXPERIENCE

Microland Ltd – Alpharetta, GA

Desktop support / Helpdesk support Dec 2020 - Present

Provide L1–L3 technical support via phone, email, and ServiceNow, resolving 50+ tickets per day.

Manage Active Directory and Azure AD for user onboarding/offboarding, access provisioning, and password resets.

Diagnose and resolve network issues involving DNS, DHCP, TCP/IP, VLANs, and VPN connectivity to ensure reliable system access and uptime.

Troubleshoot Windows, macOS, Linux, VDI, and Citrix environments.

Install, image, and maintain Dell and MacBook systems, including OS deployment, patching, and endpoint security.

Act as an escalation point for complex incidents, using Wireshark and SolarWinds for root-cause analysis.

Create and maintain knowledge base documentation to improve first-call resolution and reduce repeat incidents.

Support AV equipment and conference room technology for business operations and presentations.

Troubleshot HP and Canon printer issues for multiple departments, reducing repeat service tickets and improving user productivity.

Coca-Cola (Plant) - Atlanta, GA

Technical Network Engineer (Contract – Part-time) June 2024 – November 2024

Leveraged information technology best practices, process optimization, and human awareness training to implement multi-layered defenses for computers, servers, mobile devices, and sensitive corporate data. Assisted with corporate-level cybersecurity initiatives to mitigate threats, including malware, and safeguard organizational assets.

Worked extensively with various types of LAN network switches, including both Layer 2 and Layer 3 Power over Ethernet (PoE) devices, to ensure robust and reliable network connectivity.

Provided end-user support for printer issues and Microsoft Office 365, ensuring minimal downtime and efficient resolution of technical problems.

Operated and maintained factory industrial bottle-top production machines utilizing Programmable Logic Controllers (PLC), specialized computers designed to control and automate industrial machinery and processes. Managed migration and data extraction

Processes using advanced software tools such as Octo parse, Parse Hub, Nanonets, and Docparser to acquire and process data from PLCs according to business requirements.

CGS / Lenovo – Norcross, GA

Helpdesk Specialist (Contract) Jun 2020 – Dec 2020

L1/L2 support to Lenovo customers via phone and remote support tools.

Managed Active Directory and Azure AD user accounts and permissions.

Troubleshot DNS, DHCP, TCP/IP, and VPN issues, providing clear guidance to end users.

Supported enterprise LAN/WAN connectivity and site-to-site VPN configurations.

Installed and configured software applications and Poly (Polycom) video conferencing solutions.

Stratix Corporation – Atlanta, GA

Tech Support / Desktop Specialist Aug 2019 – Jun 2020

Provided desktop, AV, and technical support for corporate users and production teams.

Managed Active Directory user provisioning and workstation configuration.

Deployed and supported Cisco and Mitel (ShoreTel) VoIP phones using Cisco Call Manager.

Assisted with installation and troubleshooting of conference room AV systems.

Delivered prompt, professional support for hardware, software, and telecommunications issues.

Southworth Products – Manila, AR

Management Support Analyst 2015 – 2019

Provided technical support to warehouse operations end users

Provided desktop and network support across CAD and production environments.

Logged, tracked, and resolved incidents using the SysAid ticketing system.

Installed and supported Wyse thin clients and legacy DOS-based applications.

Supported Avaya VoIP systems and managed Cat5/Cat6 network cabling.

Performed Active Directory account management and mobile device setup (Apple phones).

EDUCATION

Adelphi University – New York, NY

Associate's Degree in Computer Science

CERTIFICATIONS

CompTIA A+

Microsoft Certified Professional (MCP)

Certified Help Desk Professional (CHDP)

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