Technical Support & System Administration Specialist

Stephen Harper Igbokwe

Bethesda, MD • 301-***-**** • *************@*******.***

Technical Support System Administration Issue Resolution Compliance & Security

System administrator and problem solver with 10+ years of experience supporting enterprise environments across federal agencies, specializing in systems administration, desktop support, and information technology (IT) asset management. Proven ability to troubleshoot hardware, software, and network issues while maintaining high system uptime and security compliance. Skilled in endpoint management, system deployment, and configuration management, with a focus on process improvement and operational efficiency. Adept at collaborating cross-functionally to resolve incidents from initiation through escalation.

End-User Support Ticket Resolution IT Administration Technical Assistance System Implementation Training

Technical Troubleshooting Issue Resolution Technical Documentation Regulatory Compliance Inventory Management

Infrastructure Operations Technical Assistance Workstation Setup Software Installation Account Provisioning

PROFESSIONAL EXPERIENCE

IT Specialist KABOOM!, Bethesda, MD 01/2023 – 01/2026

Guided system administration and maintained technical infrastructure and applications, ensuring system availability, performance, and security compliance across 80+ users while reducing downtime by 80% through proactive monitoring.

Administered user accounts, permissions, and access controls for current and new employees, strengthening identity and access management (IAM) protocols and improving security posture while supporting audit readiness.

Deployed strong problem-solving skills to identify and resolve hardware, software, and network issues, improving end-user satisfaction and reducing ticket resolution time by 120% through efficient troubleshooting and root cause analysis.

Streamlined organizational groups and shared file structures on Active Directory, reducing group count from 86 to 13, improving access governance, and enhancing system efficiency while minimizing administrative overhead by 70%.

Delivered security awareness training on industry-standard policies, achieving a 100% completion rate through consistent follow-up, strengthening organizational compliance, and reducing security risks across 80+ employees and interns.

IT Asset Coordinator Commodity Futures Trading Commission (CFTC), Washington, DC 03/2017 – 01/2022

Steered full lifecycle management of IT assets, including procurement, deployment, tracking, and decommissioning; maintained accurate inventory records for 4,000+ in-stock assets and 700+ deployed devices

Coordinated hardware distribution and asset assignments for new hires, streamlining onboarding processes and ensuring timely system access while reducing provisioning delays by 50% across multiple departments.

Leveraged high attention to detail and analytical skills to generate technical reports, manage records, and improve visibility into asset performance, cost control, and resource allocation across IT operations.

Collaborated with cross-functional IT teams to maintain secure asset management systems, enhancing data accuracy, reducing discrepancies by 30%, and supporting compliance with security and governance requirements.

IT Technician Food and Drug Administration (FDA), White Oak, MD 12/2013 – 11/2017

Part of a team that delivered high-quality technical and systems support, driving issue resolution by troubleshooting hardware, software, and connectivity issues, improving system uptime by 60%, and optimizing ticket resolution.

Diagnosed end-user issues across Windows environments, network systems, and enterprise applications, driving minimal disruption to operations while maintaining compliance with federal IT security standards.

Deployed and configured workstations, performed system upgrades, and installed enterprise software, improving onboarding efficiency by % and ensuring secure, standardized system setups across thousands of devices.

Achieved zero customer incidents or complaints over 3 years, demonstrating exceptional service delivery, strong communication skills, and consistent adherence to IT service management best practices.

EDUCATION & CREDENTIALS

Technical Certificate in Computer Science, Stanford Education Direct

CompTIA A+ Network+ Certification, CompTIA CompTIA A+ Certification, CompTIA

TOOLS & SOFTWARE

Microsoft Azure, Active Directory, Salesforce, Monday.com, Adobe Suite, Box.com, Microsoft Office (Word, Excel, PowerPoint), iDRAC

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