Customer Service & IT Helpdesk Support

Adrian Holloway

Email: *******.********@*****.*** Phone: 703-***-**** Location: Woodbridge, VA IT Helpdesk Support Technician

Core Technical Skills

Professional Summary

Professional Experience

• IT Helpdesk / Service Desk Support

• Remote desktop troubleshooting

• Ticketing systems and technical documentation

• Account provisioning and access management

• Microsoft Azure Active Directory (Entra ID)

• Windows 10 / Windows 11

• Multi-Factor Authentication (MFA)

• VPN connectivity and remote access troubleshooting

• End-user support and communication

• Technical issue analysis and problem solving

• Working under pressure in fast-paced support environments

• Cross-team collaboration and escalation management BlackBelt Help Remote December 2024 – Present

Provided remote technical support for higher-education institutions, assisting students, faculty, and staff with enterprise systems and cloud services.

• Resolved high-volume support tickets for students, faculty, and staff, including password resets, MFA setup, and account lockouts in Azure AD environments

• Diagnosed and resolved Windows 10/11 system issues and remote device configurations, reducing repeat support requests

• Managed account provisioning, access changes, and permissions adjustments with accuracy and efficiency

• Documented troubleshooting steps and solutions in ticketing systems and internal knowledge bases to streamline future resolutions

• Escalated complex technical issues to engineering teams while maintaining strict FERPA compliance and high end-user satisfaction

• Delivered remote support with clear, professional communication, turning technical challenges into positive user experiences

Remote IT Support Specialist with hands-on experience resolving end-user issues in cloud-based environments. Skilled in Microsoft Azure Active Directory (Entra ID), multi-factor authentication, VPN troubleshooting, and Windows systems. Known for clear, user-friendly communication that reduces repeat support requests and boosts customer satisfaction. Proven ability to quickly resolve technical issues while managing ticketing systems, account provisioning, and access management—all while maintaining strict data protection standards. Reduced repeat support requests through clear, step-by-step guidance and resolved 95% of remote tickets on first contact without escalation. Currently pursuing CompTIA Security+ certification to enhance cybersecurity expertise. Actively seeking remote IT Support or Service Desk opportunities where efficiency and strong end-user support are valued.

Systems & Platforms

Support & Operations

Customer & Team Skills

LinkedIn: https://linkedin.com/in/adrian-holloway-14b3011b1/ CompTIA Security+ (SY0-701)

In Progress - Expected April 2026

Jason Dion Udemy course

Forest Park High School:

High School Diploma

Vice President of Acquisitions & Outreach

District Community Development Washington, DC February 2021 – October 2023 Led outreach and acquisition initiatives for real estate investment projects.

• Coordinated marketing campaigns and lead generation to identify property acquisition opportunities

• Built and maintained relationships with property owners, investors, and local stakeholders

• Utilized Bright MLS and CRM platforms to track acquisition pipelines and processes

• Collaborated with cross-functional teams to evaluate and progress potential investment opportunities Education & Certifications

Contact this candidate