IT Systems Support Specialist

Berhane Wasse

***** ********* *** ***** ****, Texas 77478 713-***-****

*******@*****.***

PROFESSIONAL SUMMARY

Results-driven Network Specialist with a proven track record of optimizing IT infrastructure, managing Active Directory migrations, and maintaining 100% system uptime across enterprise environments. Backed by CCNA, Network+, and MCSE certifications, with deep expertise in VMware, Azure, and Microsoft 365. Adept at leading cross-functional IT operations, executing infrastructure projects, and driving continuous improvement for large-scale networks supporting over 2,000 workstations

CORE TECHNICAL SKILLS & CERTIFICATIONS

Certifications: CompTIA A+, Network+, CCNA, ITIL Foundation v3 Practitioner (2016), MCSE

Systems & Infrastructure: VMware vSphere, Hyper-V, Microsoft 365, Microsoft Azure, Active Directory, Certificate Services.

Platforms & Tools: Jira, ServiceNow, SAP, Salesforce, SharePoint, ITSM tools.

Networking & Security: Network configuration, firewall administration, intrusion detection, virus, data backup & recovery

PROFESSIONAL EXPERIENCE

Driftwood Hospitality Houston, TX, Network Specialist II Feb 2024 – Dec 2025

Managed the delivery of high-quality technical support services for employees, contractors, and support staff across multiple Houston facilities.

Provided intermediate to advanced technical analysis, troubleshooting, and support for infrastructure operations, including network and desktop systems.

Administered user accounts in Active Directory and Microsoft 365, including user provisioning, MDM configuration, and corporate phone system setup.

Troubleshoot and resolve technical issues related to Windows operating systems, Microsoft Outlook, Office 365, and other enterprise-supported applications

Installed, tested, and troubleshot hardware, software, and automation-related equipment to ensure reliable system performance.

Coordinated with cross-functional teams—including Domain Administrators, VoIP, Applications Management, and Information Security—as well as business stakeholders to execute assigned initiatives.

Configure and deploy desktops, laptops, and peripheral devices including printers, copiers, time clocks, kiosks, monitors, and video surveillance equipment.

Provide mobile device support for Android and iOS platforms, including device setup, configuration, and troubleshooting through the organization’s MDM solution

Maintained precise inventory records for hardware and software assets, managing updates and licensing information.

Implemented data backup strategies, executed routine backups, and facilitated data recovery efforts during hardware failures or data loss incidents.

Collaborated with cross-agency IT teams to drive planning, establish standards and procedures, and optimize workflows via resource estimation and infrastructure impact analysis.

Supervised and guide both internal and third-party Service Desk and Desktop Support teams, ensuring consistent, high-quality service delivery across the organization by establishing clear standards, monitoring performance, and driving continuous improvement

Oversaw incident, request, and escalation management processes, determining root causes and communicating effectively with internal and external customers to maintain service quality.

Provide technical support for conference room technology, audiovisual systems, and kiosk devices to ensure operational readiness.

Supported end-to-end delivery of technical services and proactively monitored infrastructure to ensure 100% uptime and full adherence to Service Level Agreements (SLAs).

Created and maintained comprehensive system documentation, including network diagrams, configuration records, and standard operating procedures (SOPs) for operational tracking and compliance.

Evaluated and recommended improvements to IT hardware and network systems while ensuring strict adherence to IT policies and fostering a collaborative team environment.

Starwood Hospitality Houston, TX, IT Support Manager Dec 2012 – May 2023

Managed user account administration in Active Directory and Microsoft 365, including configuring users within the organization’s MDM platform and corporate phone systems.

Drove team performance through targeted coaching, mentoring, and development focused on ITIL-based processes and continual service improvement.

Install, configure, and support desktops, laptops, and peripheral equipment including printers, copiers, kiosks, time clocks, monitors, and video camera system.

Provide mobile device support for Android and iOS platforms, including device setup, configuration, and troubleshooting through the organization’s MDM solution

Administered and maintained enterprise server hardware and software to ensure high availability for business-critical applications and services.

Provide technical support and troubleshooting for conference room technology, audiovisual equipment, and kiosk systems as required.

Maintain accurate IT asset inventory records by tracking equipment assignments, lifecycle status, and hardware condition.

Championed IT Governance programs, including incident and change management, to guarantee strict compliance and adherence to industry best practices.

Troubleshoot and resolve technical issues related to Windows operating systems, Microsoft Outlook, Office 365, and other enterprise-supported applications.

Managed procurement by placing equipment orders for PCs, telecommunications, and local servers/networks, while accurately processing vendor invoices.

Administered the IT asset inventory system, auditing and maintaining 100% accuracy across all hardware and software records.

Performed routine software compliance audits to verify proper installations, monitor usage, and ensure strict licensing adherence.

Developed progress reports, proposals, requirements documentation, and presentations, keeping IT Department leadership fully informed on project status and operational activities.

Defined team initiatives, set individual performance goals, conducted annual performance evaluations, and prepared HR communications.

Texas Department of Transportation Houston, TX, Systems Support Manager Jan 1998 – Oct 2011

Performed advanced network, software, and hardware troubleshooting to ensure optimal operation of IT systems across an enterprise environment of over 2,000 workstations.

Maintained enterprise network security infrastructure, including firewall administration, intrusion detection systems, and virus protection deployment.

Tracked and managed the full lifecycle of hardware assets, including servers, networking equipment, laptops, mobile devices, and peripherals.

Executed IT onboarding and offboarding processes, securely administering email and user accounts.

Managed software licenses and subscriptions, overseeing renewals, user entitlements, license optimization, and cost analysis.

Supported internal users and field staff through an omnichannel support approach (calls, chats, and ticketing systems) to ensure an optimal user experience.

Partnered with IT and Finance teams to align vendor contracts, warranties, and service agreements with hardware inventory data and operational needs.

Collaborated with Operations, Network Operations Centers (NOC), carriers, and hardware vendors to negotiate technical requirements and resolve complex challenges.

Evaluated and identified necessary IT resources, proactively forecasting requirements for new and replacement hardware, software, and computer equipment.

Directed work activities and independently resolved escalated issues, providing effective leadership and mentorship to high-performing IT teams.

Provided functional support and troubleshooting for leading corporate and financial systems, including SAP, Salesforce, and SharePoint.

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