IT Support & Systems Administration Specialist
Resume:
Benjamin Fonrose
*** ****** ***** ● Stockbridge, GA 30281
********@*****.*** ● www.linkedin.com/in/bfonrose/ Dedicated and detail-oriented IT Specialist with over 10 years of experience providing technical support and systems administration in both corporate and military environments. Skilled in troubleshooting hardware, software, and network systems, managing Active Directory, Microsoft 365, and resolving complex technical issues through efficient ticketing systems such as ServiceNow. Known for strong problem-solving abilities, excellent communication skills, and a proactive approach to maintaining reliable and secure IT infrastructure. Seeking to contribute technical expertise, discipline, and a solutions-driven mindset to a dynamic organization focused on innovation and operational excellence. PROFESSIONAL EXPERIENCE
IT Specialist 3 July 25 – Present
DSV
Provides technical support for end-user issues, including hardware, software, and peripheral troubleshooting via phone, email, chat, or remote session.
Set up and configure desktops, laptops, mobile devices, monitors, printers, and other office technology.
Diagnose and resolve intermediate network problems.
Manages and supports user accounts in Active Directory, Microsoft 365, and other systems; handles access requests, MFA support (e.g. Entrust Identity, Duo, Microsoft), and onboarding/offboarding tasks.
Responds to and resolves support tickets in the IT service management platform; ensures accurate documentation and timely follow-up.
Participate in IT projects, including office moves, system migrations, and server upgrades AVIONICS January 19 – Present
U.S. AIR FORCE RESERVE
Corrects faulty or defective connections such as opens, shorts, and grounds. Replaces broken, discolored, or frayed wiring.
Performs final and operational checks upon the completion of routine and non-routine maintenance.
Visually checks, tests, and evaluates the condition of components, equipment, circuits, and analyzes malfunctions via electronic test equipment, schematics, and technical publications.
Adjusts, repairs, or replaces defective components based on analysis of test results, following schematics, and technical publications, using hand tools.
Inspects aircraft avionics components for defects and accuracy of assembly installation. Desktop Support -IT January 2024 – July 2025
ROQUST– Remote
Thoroughly documented problems, troubleshooted steps, and resolution via ticketing system
Troubleshooted and replaced failed computing hardware on both desktop PC's and laptop computers (motherboards, video cards, laptop monitors, laptop keyboards, etc.)
Worked with troubleshooting switches, routers, and firewalls while maintaining a firm understanding of their roles
Collaborated with team members to escalate and resolve complex issues. Desktop Support -IT September 22 – January 24
Tory Burch Distribution Center /ProLogistix– McDonough, GA
Resolved user questions and issues by phone, in person, and remotely
Installed and configured hardware and software components to ensure usability.
Established good relationships with all departments and colleagues. Benjamin Fonrose Page 2
Provided IT support for Dell thin client, Lenovo laptop, Mac, Xerox laser printer, HP laser printer, Zebra printer, Desk phone, RF scanner, USB Scanner
Created user account, resetting Username and password for users
Escalated issues as needed
INVENTORY CONTROLLER August 16 – September 22
LUXOTTICA – McDonough, GA
Processed merchandise per the established procedures.
Stocks merchandise/product to the appropriate location.
Picked merchandise per the established procedures and replenishment schedule.
Prepared merchandise/products for shipment.
Assisted in setting up and troubleshooting laptops and RF Scanners.
Served as Liaison between employees helping to assist in setting up their laptops and other devices/accessories.
Submitted tickets and escalated issues in a timely manner until resolved.
Completed projects as assigned by Supervisor and/or Manager. DESKTOP SUPPORT SPECIALIST (Broward County School) April 14 – May 16 UDT – Doral, FL
Handled network and hardware troubleshooting in an enterprise environment. Tracked and documented IT equipment issues to facilitate a timely resolution.
Provided timely support for hardware, software and network-related issues, responding to and solving tickets.
Automated data backup processes, increasing network security and saving company resources
Created, modified, and deleted user accounts in Active Directory.
Provided support and resolved tickets regarding the server, desktop, printer, phone and office equipment issues for onsite and remote end-users.
Relocated users to new workstations, including moving and connecting assigned equipment PROFESSIONAL SKILLS
Proficient in hardware and network troubleshooting.
Repair and maintenance on laptops, PC, printers/copiers, phones.
Knowledge in running diagnostic tests, REMEDY, Zendesk ticketing tool, and ServiceNow.
Knowledge in Office 360, Windows XP, 7, 8, 10.
Experience in Active Directory, Remote Software, VPN software, Ghost Imaging Software.
Strong organizational, communication, and multitasking skills.
Knowledge in maintenance of electronic aircraft equipment such as radar systems, communications/ navigation systems, flight control systems, and flight data recorder systems. EDUCATION
AWS Certification – In Progress
Windows Server 2016 & CISCO CCENT – In Progress
Bachelor in Information Technology, Clayton State University – May 2020 MAF Integrated INST/FLT Control System, C-130, US AIR FORCE – 2019 Avionics Fundamentals, US AIR FORCE – 2019
A+ Certified & Network + Certified – August 2019
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