IT Support Specialist with 25+ Years Experience

LEONIDAS KARRAS

Bethesda, MD ***** 240-***-**** ********@*****.***

Active Secret Clearance

PROFESSIONAL SUMMARY

IT Support Specialist with 25+ years of experience providing Tier 1, Tier 2, and Tier 3 support across federal agencies, government contractors, and enterprise environments. Extensive experience supporting Windows, macOS, Office 365, Active Directory, ServiceNow, SCCM, mobile devices, and desktop infrastructure. Recognized for exceptional customer service, rapid issue resolution, VIP support, and the ability to work effectively in high-volume, mission-critical environments.

CORE COMPETENCIES

• Help Desk Support (Tier 1/2/3)

• Desktop Support & System Administration

• Active Directory Administration

• Office 365 Administration

• ServiceNow, Remedy, JIRA, CGFixIT

• SCCM & Software Deployment

• Windows 10/11 & macOS Support

• Mobile Device Management (AirWatch, Intune, Comp Portal)

• VPN, MFA, RSA Tokens, PIV/CAC Support

• Hardware Imaging & Deployment

• Printer & Peripheral Support

• Remote Support (Teams, Quick Assist)

• Asset & Inventory Management

• Audio/Visual & VTC Support

• Knowledge Base Documentation

• VIP Executive Support

PROFESSIONAL EXPERIENCE

Department of Treasury (ActioNet), Washington, DC

Level 2 Help Desk Technician Jan 2026 – Apr 2026

• Provided Tier 2 support using ServiceNow, Microsoft Teams, and Active Directory.

• Supported desktops, laptops, thin clients, and mobile devices across Treasury environments.

• Managed user accounts, groups, device objects, and account access requests.

• Supported Office 365 administration, Microsoft Copilot, and software deployments.

• Assisted users with PIV card issues, TAP code generation, and authentication problems.

• Utilized Zscaler, ADManager Plus, and Comp Portal for endpoint management.

• Monitored support queues and maintained SLA compliance with high first-call resolution rates.

USAID (Alta IT Services), Washington, DC

Desktop Support / System Administrator Sep 2023 – Jul 2025

• Delivered deskside and remote support for USAID personnel.

• Diagnosed and resolved Windows hardware, software, and network issues.

• Deployed and configured laptops, desktops, monitors, and peripherals.

• Managed RSA token assignments and user access requests.

• Utilized ServiceNow to document and resolve incidents within SLA requirements.

• Installed specialized applications and coordinated software deployments.

• Supported printers, mobile devices, and Dell hardware warranty repairs.

• Maintained asset tracking and operational reporting documentation.

United States Coast Guard

IT Resource Management Team Lead / Service Desk Support Feb 2020 – Sep 2023

• Led IT asset management and deployment operations supporting government personnel.

• Managed laptop replacement, inventory control, and lifecycle management.

• Supported SIPR-connected systems and secure government computing environments.

• Trained technicians on hardware replacement, imaging, troubleshooting, and deployment procedures.

• Created Dell and HP warranty service requests and coordinated repairs.

• Implemented backup and disaster recovery processes.

• Assigned tickets, tracked inventory, and maintained accountability records using Wasp and DPAS.

• Supported Teams, Skype, Outlook, printers, and desktop hardware.

USPTO (eTalentNetwork / 22nd Century)

QC Technician Jul 2019 – Oct 2019

• Supported migration of 10,000+ users from Windows 7 to Windows 10.

• Verified workstation readiness and completed migration quality assurance checklists.

• Assisted users with VPN connectivity, OneDrive migration, and encrypted USB devices.

• Supported remote users and coordinated deployment activities.

NIH (Alta IT Services / GDIT), Rockville, MD

Level 2 IT Support Specialist Aug 2018 – Nov 2018

• Provided onsite support for NIH doctors, scientists, and administrative staff.

• Installed, configured, and supported Windows PCs, Macs, iPhones, and peripherals.

• Utilized SCCM and PowerShell for imaging and deployment activities.

• Managed hardware replacements, data migration, and inventory tracking.

• Resolved incidents using Remedyforce ticketing system.

Department of Justice (ManTech International), Washington, DC

Network System Engineering Specialist / Tech Support II Feb 2013 – Oct 2017

• Supported Department of Justice executives, attorneys, and staff in a large enterprise environment.

• Administered Active Directory accounts, groups, permissions, and access controls.

• Provided Tier 2 support for Windows, Office 365, mobile devices, thin clients, and virtual environments.

• Managed Remedy tickets, hardware inventory, software deployments, and workstation support.

• Supported VMware, DNS, DHCP, SCCM, Group Policy, and remote desktop technologies.

• Maintained conference room technology, Polycom, Cisco, and LifeSize VTC systems.

• Delivered white-glove support to VIP leadership including Assistant Attorneys General.

ADDITIONAL EXPERIENCE

Maryland General Assembly – IT Support Specialist

AstraZeneca – System Administrator / Business Analyst

UPS – Level 1/2 IT Support

LK IT Consulting – IT Technician

AstraZeneca – Data Entry Analyst

TECHNICAL SKILLS

Operating Systems:

Windows 7/10/11, Windows Server, macOS

Administration & Support:

Active Directory, Office 365, Exchange, SCCM, ServiceNow, Remedy, JIRA, SharePoint, VMware, Group Policy, BitLocker

Security & Access:

RSA Tokens, PIV/CAC Cards, YubiKeys, VPN, GlobalProtect, Zscaler, AirWatch

Remote Support:

Microsoft Teams, Quick Assist, Remote Desktop, Zoom, Skype

Mobile Devices:

iPhone, iPad, Android, Samsung Tablets, AirWatch, Comp Portal

Hardware:

Dell, HP, Lenovo, Microsoft Surface, Thin Clients, Printers, VTC Equipment, Monitors, Docking Stations

EDUCATION

Bachelor of Science, Computer Science

University of Maryland University College

CERTIFICATIONS

• Active Secret Clearance

• Dell Certification Preparation

• A+ Training Certificate

• Learning Tree PC Service & Support Professional

Contact this candidate