Senior IT Support Specialist Resume

Steven Shapiro

Metuchen N.J. ***** 732-***-**** *******@*****.***

SUMMARY

Highly skilled and dedicated IT Support proferssional, with over 10 years of hands-on experience providing comprehensive support across both Windows and Mac environments. Skilled in troubleshooting,and proven ability to resolve hardware, software, and application issues. Proficient with Microsoft Office 365, ServiceNow, EntraID, Azure and Active Directory. Strong verbal communication and active listening. Adept at supporting both end users and executive clients. Known for responsive customer service, effective ticket prioritization, and independent problem-solving.

SKILLS

•Systems Administration & Cloud Platforms: Windows 11, MacOS, Microsoft Office 365 Administration, Microsoft Azure, Intune, Mobile Device Management (MDM) Platforms, Sharepoint, Onedrive, MS Exchange

•Networking & Protocols: DNS, DHCP, TCP/IP Networking Protocols, Switches, Windows Servers, Group Policy, Active Directory, VOIP phone systems.

•Security & Authentication: DUO Mobile Authentication, Cisco VPN Remote Access, VLAN, RSA Secure ID

•Remote Access & Support Tools: Remote Desktop, Cisco Any Connect, GoToAssist, Remote Control Viewer, Bomgar, Team Viewer

•Collaboration & Conferencing: MS Teams, Cisco Jabber, Webex, Zoom, Audio and Video Conferencing Room Setup, Mobile Outlook (iPhone and Android)

•Support Tools & Skills: Ticketing Systems (Service Now, Remedy, ConnectWise, JIRA)-

, Technical Troubleshooting, Customer Support Experience, Technical Onboarding, Technical Offboarding, Software Troubleshooting, Hardware Troubleshooting, Audio/Video Troubleshooting, Network Troubleshooting, Inventory and Aset Management Systems

•Software & Applications: Adobe Acrobat, SCCM, Salesforce, MS Office Suite

PROFESSIONAL EXPERIENCE

Suffolk Construction June 2026 – August 2026

IT Support Specialist New York, NY

•Provided hands on technical troubleshooting and resolutions for all hardware and software issues at the companies New York offices.

•Delivered weekly orientation and training for new hires

•Performed setup and installation of all new laptops, iPhones and peripherals.

•Handled re-imaging of laptops needing service and asset management of decomissioned equipment..

ABC Imaging Jan 2026 – June 2026

IT Support Specialist Carlstadt, NJ

•Delivered comprehensive hardware and software direct desktop support across both MAC and PC

•environments

•Managed the onboarding and offboarding processes to ensure a seamless transition for users

•Diagnosed and resolved network connectivity issues,application and printer malfunctions efficiently

•Administered user accounts and permissions through Active Directory

•Oversaw the Security ID Badge system to maintain secure access

Sampled Jul 2025 - Dec 2025

Senior IT Support Specialist Piscataway, NJ

•Responded to, evaluated, and prioritized Level 1 hardware and software service calls through JIRA, delivering customer-focused support and active listening to resolve issues promptly.

•Coordinated and performed Windows 11 update to over 200 laptops and desktops.

•Resolved desktop, laptop and server hardware and software issues through technical troubleshooting, ensuring efficient restoration of user systems and minimizing downtime.

•Completed technical onboarding and technical offboarding processes, helping provision user systems and remove access as needed.

•Handled asset management and disassembling of decommissioned laptop and desktops. Provided complete documentation of asset inventory.

Somerset Hills School District Nov 2023 - Jul 2025

IT Support Specialist Bernardsville NJ

•Provided onsite direct Level 1 desktop and laptop support for hardware, mobile devices, software applications, and peripherals, including hardware troubleshooting and customer support with clear communication.

•Performed software troubleshooting and resolutions for hardware repairs, MS Office Suite and Google Workspace applications, Windows 10/11 OS, and wired and wireless network connectivity.

•Quickly responded to and resolved service requests through KACE helpdesk ticketing system, maintaining accurate ticket records and prioritizing user satisfaction.

•Executed technical onboarding and technical offboarding processes, including provisioning laptops, installing software, configuring secure access credentials, and communicating with end users.

•Performed imaging for new deployments as well as setting up laptops and desktops for new hires.

•Maintained and resolved issues with the security and ID badging application, supporting reliable user access.

•Serviced and maintained student Chromebook and iPad inventory using inventory management systems, and setting up of VOIP newtorked phones..

New Fortress Energy Aug 2023 - Nov 2023

Executive Technical Support New York, NY

•Provided priority service and support to senior executives of the company, involving all IT related issues.

•Interacted with vendors and our managed service providers in resolving technical issues.

•Provided mobile phone support (iOS and Android operating systems) for all executives.

•Assisted users in leveraging Teams and Office 365

•Collaborated with IT Infrastructure team to address systemic issues, including security concerns.

•Provided A/V support for the company’s executive conference rooms.

Investors Bank/Citizens Bank Jul 2013 - Jul 2023

Senior IT Support Analyst Iselin New Jersey

•Provided support for and coordinated management of incoming tickets and service requests to the help desk, via telephone, web portal, and email. Ensured courteous, timely, and effective resolutions of end-user issues, while handling more difficult calls that required escalation.

•Supported the needs of over 1500 of the bank’s branch and back-office employees with an exceptional user experience.

•Able to meet and exceed all customer service levels.

•Maintained highest level of customer satisfaction while monitoring and improving the Service Desk performance.

•Service Desk received multiple customer satisfaction awards.

•Resolved all hardware, software and network issues using extensive troubleshooting techniques.

•Using my years of experience able to resolve issues relating to multiple banking applications as well as standard Windows software (Office 365, Adobe Acrobat) and Lenovo desktop/laptop problems.

•Continually reviewed open or incomplete tickets (Service Now) and followed up with users to a successful resolution.

•Consistently handled the most incoming calls (averaged over 40 per day, 90 % First Call Resolution), and utilizing the Service Now ticket management system, created the most resolution tickets.

•Responsible for continual support of the bank’s many remote users and making sure their remote VPN access was always operational (RSA Secure ID, Citrix).

•Setup and maintained their mobile email and application access (iPhone and Android).

•Worked a flexible schedule, including evenings and weekends to meet the needs of the bank’s remote users.

•Using Active Directory setup, changed and terminated user access to systems and applications.

•Created and maintained documentation that was used by my colleagues for technical support and as a knowledgebase.

•Participated in all onboarding IT setups, configurations and training for all new hires

EDUCATION

Brooklyn College

Stuyvesant High School

High School Diploma

CERTIFICATIONS AND AWARDS

•A+ Certification

•Microsoft Products Certified Professional

•Hardware Certifications: IBM Desktops, Laptops and Tablet PC’s, Hewlett Packard LaserJet Series Printers, Dell Desktop, Servers and Laptops.

•Client Experience Award: 2017/2018

•Internal Survey Excellence Award: 2016

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