VIP IT Support and Deployment Specialist
Resume:
Harold Desmond
Professional Summary
Technically sophisticated IT professional with 20+ years of success serving high-level clients in private and public sectors, managing diverse hardware, software, and network issues. Excel in troubleshooting, issue resolution, and system configuration, while adhering to security protocols and maintaining smooth operations for VIPs. Proven success leading roll- out of new hardware and software. Maintain essential tools of business including desktop, laptop, phone, mobile device, networking, deployments, and upgrades. Quick thinker and excellent problem solver, able to negotiate with multiple competing stakeholders to achieve objectives. Ensure organizations have technology tools needed to help meet business objectives with experience in user training and documentation. Personable and technically adept, with strong foundation in IT fundamentals and problem-solving. Familiar with operating systems, network configurations, and troubleshooting techniques, along with hands- on skills in hardware and software installations. Committed to ensuring optimal system performance and providing exceptional user support. Work History
RLCanning - VIP/C-Suite Desktop Support Blue Cross Blue Shield Washington, DC
10/2025 - 01/2026
Facilitated seamless White-Glove technology service for VIP and C-suite executives, ensuring optimal performance and satisfaction.
Resolves end user's desktop computer issues, issuing/tracking loaner hardware, printer trouble shooting and configuration.
Maintain and repair, through troubleshooting and component replacement, workstations and peripheral devices. Provide support for MS Office suite applications and back office application connectivity.
Retrieved tickets from SNOW Executive que.
Monitored Executive computer performance using Splunk to identify potential issues.
Provided remote technical assistance for WFH and traveling Executives.
Achieved seamless onboarding for new executives through effective management of equipment setup, initial computer log-ins, iPad configurations, and comprehensive A/V equipment guidance.
Imaged/reimaged computers using SCCM.
Verified device and user accounts using Intune or Jamf. ******.*******@*****.***
Washington, DC 20032
Bold Profile
Websites, Portfolios,
Profiles
https://www.linkedin.com/in/harold-
desmond-95487422/
Skills
VIP Support
Hardware and software configuration
MDM via Intune and Jamf
Customer communication either orally
or written
OS support of Windows 10, 11, MacOS,
IOS and Android devices
Microsoft Office Suite/O365 support
Hardware configuration
Remote technical support
Hardware and software repair
Retrieve tickets from SNOW
Software upgrades
Troubleshoot network fundamentals
(DNS, DHCP, routing, wireless), VPN
and remote access, and MFA solutions.
Education
Strayer University (3 Years)
Rockville, MD
Associate of Applied Science: Computer
Information Systems
HD
Deployed software, patches and updates to ios devices through Jamf.
Achieved seamless onboarding for new executives through effective management of equipment setup, initial computer log-ins, iPad configurations, and comprehensive A/V equipment guidance. Apex Solutions - Project Manager- Inova Health Systems Fairfax, VA
09/2025 - 11/2025
Supervised team of 52 technicians overseeing Windows 11 upgrade from Windows 10.
Streamlined technician coordination for upgrades across Inova's network, encompassing hospitals, clinics, ambulatory care centers, surgery centers, and physician offices.
Led cross-functional teams to ensure project alignment with strategic objectives.
Maintained open communication by presenting regular updates on project status to customers.
Monitored project progress, identified risks, and took corrective action as needed.
Optimized project schedules, identifying critical path tasks and reallocating resources to maintain momentum.
Mentored junior team members on project management best practices to enhance their skills and improve overall performance.
Instructed jr technicians on troubleshooting tools for issues during upgrade.
Met with stakeholders for weekly status of project. US HOUSE OF REPRESENTATIVES - VIP Desktop Support
Washington, DC
05/2024 - 03/2025
Delivered technical support to high-level staff and VIPs, ensuring that desktops, laptops, and other devices run smoothly
Troubleshoot and resolve hardware, software, and networking issues, offering timely and efficient solutions to minimize downtime
Set up and configuration of iPhone and Android devices and used Jamf and Airwatch for management.
Created new user accounts in Intune with addition to appropriate groups and DLs.
Imaged/reimaged computers using SCCM.
Set up technology for meetings, presentations, and other special events, ensuring seamless operation of technology during critical sessions
Set up offices for new incoming House members.
Covered House Walk-Up desk to assist users with computer, iPhone and Android issues.
FINRA - Senior Desktop VIP Support
Washington, DC
01/2022 - 01/2024
Provided White-Glove desktop support to VIP and C-Suite Executives at Washington, DC headquarters location.
Diagnosed, troubleshot, and resolves hardware, software, and client network problems, utilizing Service Now and Dynamics ticketing
(3 years)
systems.
Set up of new hire devices onsite and remotely.
Maintained inventory of desktops and laptops using weekly audits in AMDB.
Coordinated refresh of laptops.
Monitored computer performance using Splunk and Aternity software.
Member of team decommissioning original headquarters building for move to new hoteling space.
CLARIVATE ANALYTICS - Senior Executive Support
Alexandria, VA
01/2017 - 01/2022
Provided White-Glove desktop support for executives at Clarivate headquarters in Alexandria, Va.
Leveraged Service Now ticketing system to accomplish tasks efficiently and support integration with Clarivate environment
Investigated, diagnosed, and addressed application support issues, and documented ongoing progress on 40+ open tickets per month.
Imaged and re-imaged computers using Endpoint Manager/SCCM.
Created new AWS/VDI accounts for worldwide users.
Created effective documentation for users and tech support teams for AWS/VDI.
Served as Jamf Admin for Macs and Intune Admin for PC,
Provided remote support using TeamViewer and Dameware remote tools.
Integrated acquisitions hardware into Clarivate environment (Azure AD/VPN access/ re-image)
IT support representative for move to new location overseeing workstation, phone, and network setup.
Thomson Reuters Corporation - Desktop Support Engineer Washington, DC
12/2012 - 08/2017
Provided Tier 1/2/3 support for Thomson Reuters Corp, Westlaw, and News Bureau including satellites at White House, Capitol, Departments of Treasury, Labor, Commerce, Justice, and State Department serving 1500+ users.
Tested new software for deployment, created weekly server backups, established local software repository server, installed and configured Cisco video teleconference equipment, and provided A/V support for conferences.
Local support for issues after upgrade from Windows 7 to Windows 10.
Local Support for office downsize and consolidation ensuring phones, workstations and network all functioning.
Maintained tape backups for local servers.
Imaged and configured new laptops and desktops for deployment and accomplished phone support for iPhone, Android, and Blackberry devices.
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