Federal Executive IT Support Specialist
Resume:
Mr. Chris H. Black IV
*****@******.***
Active Top Secret Clearance
PROFESSIONAL SUMMARY
Results-driven IT Specialist with over 17+ years of experience delivering Tier 2/3 technical support across federal agencies and enterprise environments. Proven expertise in end-user support, systems administration, mobile device management, and cybersecurity practices. Recognized for providing high-touch executive (“White Glove”) support, improving operational efficiency, and developing technical documentation and SOPs. Strong leadership background with team lead experience and a commitment to service excellence.
CORE COMPETENCIES
End-User & Executive IT Support
Active Directory & Access Management
Mobile Device Management
(Intune, MaaS360, XenMobile)
Windows 10/11 & OS Deployment
SCCM & Imaging Solutions
Cybersecurity Tools
(CyberArk, BitLocker, McAfee)
Cloud Platforms
(Microsoft 365, Google Workspace)
Virtual Desktop & Citrix Environments
Network Support & Monitoring
Asset & Configuration Management
ITIL / Ticketing Systems
(ServiceNow, Bomgar, Dameware)
SOP & Knowledge Base Creation
PROFESSIONAL EXPERIENCE
Federal Aviation Administration (FAA)
IT Specialist
May 2024 – Present
Second point of contact
Deliver high-level executive (“White Glove”) IT support for leadership and critical personnel
Provide remote and deskside support across enterprise Windows 11 environments
Serve as Assistant Team Lead, supporting team operations and workflow coordination
Manage mobile devices using Intune (iOS & Android)
Administer Active Directory, access provisioning, and endpoint security controls
Support enterprise tools including SCCM, Citrix Workspace, Microsoft Teams, and Office 365
Maintain asset lifecycle management and system imaging using Acronis
Develop SOPs and knowledge base documentation to improve team efficiency
Troubleshoot AV/IT systems including Zoom Rooms, Crestron controllers, and KVM setups
U.S. Department of the Treasury
Tier 2 Deskside Support Technician
Mar 2023 – Apr 2024
Provided Tier 2 support for over 4,000 end users in a secure enterprise environment
Second point of contact
Delivered executive-level support and rapid issue resolution
Utilized ServiceNow and Bomgar for incident management and remote troubleshooting
Supported virtual desktop infrastructure and Citrix environments
Managed user accounts, permissions, and security tools including CyberArk and BitLocker
Executed software deployments and updates via SCCM
Authored SOPs and knowledge base articles to standardize support processes
Food and Drug Administration (FDA)
IT Tier 2 Support Technician
Jun 2019 – Mar 2023
Supported over 8,000 users while consistently meeting SLA requirements
Second point of contact
Served as Backup Team Lead and Training Technician for onboarding staff
Awarded “Technician of the Month” four times for performance excellence
Managed mobile devices (MaaS360, XenMobile) and endpoint security tools
Performed imaging, deployments, and data migrations using SCCM
Provided support for both Windows and Mac environments
Delivered strong customer service while resolving complex technical issues
Byron S. Adams Printing
IT Specialist / IT Manager
Jan 2007 – Jun 2019
Led IT operations, including infrastructure, procurement, and vendor management
Managed Active Directory, Office 365, and endpoint security systems
Oversaw network cabling, monitoring, and hardware lifecycle management
Implemented OS migrations, patching, and enterprise updates
Administered software licensing and service contracts
Provided executive-level support and maintained high system uptime
Developed SOPs and documentation to streamline operations
R. Emmanuel Training Center
Tier 1 Support Technician
May 2018 – Jun 2019
Provided technical support for 300+ users in a training environment
Installed software, repaired hardware, and performed system imaging
Managed ServiceNow tickets and maintained asset inventory
Supported network connectivity (Wi-Fi and Ethernet) and printer systems
Contributed to SOP and knowledge base development
MILITARY SERVICE
United States Army
Army Corps of Engineers
Feb 1997 – Aug 2000
Honorable Discharge
EDUCATION
H.O.P.E. Project
Washington, DC
Helpdesk Support Certification (2018)
Defense Mapping School
Fort Belvoir, VA
Basic Lithography
(Honor Graduate)
Prince George’s Community College
Largo, MD
Graphic Design
Fairmont Heights High School
Hyattsville, MD
Diploma
CERTIFICATIONS
CompTIA A+
CompTIA IT Fundamentals
Google Cybersecurity Certificate
Google IT Support Certificate
Microsoft Office Specialist (Outlook 2013)
CompTIA Security+ (In Progress)
CompTIA Network+ (In Progress)
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