IT Support Specialist with 10+ Years Experience

William Cardell LOVE JR

Bladensburg, MD ***** 202-***-**** **************@*****.***

Professional Summary

Versatile and results-driven IT Support Specialist with over a decade of experience in desktop support, AV systems, network infrastructure, and asset management. Proven ability to troubleshoot complex technical issues, manage large-scale deployments, and deliver exceptional customer service across corporate, field, and remote environments. Adept at working independently and collaboratively to meet tight deadlines and exceed expectations.

Technical Proficiencies

Operating Systems & Software: Windows XP–11, MS Office 2003–365, Skype for Business, Lync Tools & Platforms: Active Directory, Adaxes, SharePoint, PowerShell, SCCM, Kaseya, Jira, ServiceNow, Citrix Networking: TCP/IP, DNS, SIP, Cisco Meraki, POE phones Hardware & AV: AV installation, Cisco Room Bar, printers/scanners (Zebra, Canon, Ricoh, HP), Intermec/Motorola scanners

Other Skills: Software maintenance, virus removal, hardware diagnostics, network rack installation, ITSM processes

Professional Experience

Inova Health - Sterling, VA Apr 2025 – Present

AV Technician (Contract)

● Upgraded 500+ conference rooms with Cisco Room Bar AV systems

● Installed and configured TVs, soundbars, tablets, and cabling

● Performed QA testing and provided help desk support as needed

● Assisted in phone system migration and Avaya phone configuration Fannie Mae - Reston, VA Mar 2025 – Apr 2025

IT Support Specialist (Contract)

● Managed computer staging, imaging, and inventory tracking

● Delivered IT assets to users and ensured chain-of-custody compliance

● Prepared non-functional equipment for disposal per data retention policies Morgan Properties, Remote Remote, Baltimore/Northern VA Area May 2022 – Dec 2023 Field IT Regional Support

● Supported and maintained network devices across multiple properties

● Installed Cisco Meraki hardware and POE phones

● Supervised contractors and assisted with new property acquisitions

● Provided remote and onsite troubleshooting for Citrix, Duo, LastPass, and AV systems LaserShip - McLean VA Dec 2014 – May 2022

Tier II Help Desk/Mobile Technician

● Conducted annual site visits and office moves across 10–15 locations

● Managed AD accounts, software imaging, and ticketing via Jira/ServiceNow

● Configured scanners and printers; contributed to IT knowledgebase and SharePoint Westat - Rockville, MD Aug 2014 – Dec 2014

Tier 1 Help Desk Technician

● Provided remote desktop support via WebEx and LogMeIn

● Tracked incidents using Remedy and escalated Tier 2 issues

● Conducted front-end QA testing on servers

Capital One Bank - Laurel, MD Apr 2013 – Aug 2014

Sr. Inbound Customer Service SME (Subject Matter Expert)

● Delivered customer support and outbound service calls

● Led training sessions for 15–30 employees semiannually

● Provided coaching and consultation to improve service quality Best Buy - Arlington, VA Jan 2010 – Apr 2013

Geek Squad Advance Repair Agent

● Diagnosed and repaired hardware/software issues

● Managed customer interactions and escalated service concerns

● Supported Microsoft OS and Office products

Education

Prince George’s Community College, Largo, MD Aug 2005 – Dec 2009

● Major, Information Technology (some college)

Laurel High School, Laurel, MD Graduated May 2005

● General Studies

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