IT Support Specialist (Clinical Systems)

Corona, US • ********@*******.*** • 909-***-**** • linkedin.com/in/nathan-dawson-371484417

NATHAN DAWSON

IT Support Specialist

PROFESSIONAL SUMMARY

IT Systems Technician with 20+ years supporting clinical and enterprise environments, specializing in system maintenance and desktop support. Keeps 500+ endpoints running by troubleshooting and resolving hardware and software issues, improving workstation uptime and restoring critical access for clinicians. Experienced in system administration, imaging, AD account recovery, and record keeping, ensuring documentation and safety procedures are followed to minimize downtime.

EMPLOYMENT HISTORY

IS SERVICE TECHNICIAN

Feb 2022 – Jun 2026

Southwest Healthcare – Corona Regional Medical Center

Corona, CA

Provided IT support for over 500 Dell desktops, resolving Tier I/II tickets within SLA, and improving workstation uptime

Diagnosed and repaired Dell hardware/software failures, emphasizing hardware support and incident resolution to restore workstations within hours

Imaged and configured Windows 10/11 Dell desktops via Altiris, ensuring consistent OS settings and asset inventory accuracy

Guided staff through Office 365 issues via BeyondTrust remote sessions to recover local files, providing remote support

Supported Windows troubleshooting, Microsoft 365 apps, and peripherals to improve end-user productivity

Troubleshot Cisco VPN failures and reconfigured client settings to restore remote clinician access, ensuring data security

Documented step-by-step recovery procedures in the knowledge base and ticketing systems, reducing repeat escalations

Reset Active Directory accounts and updated group memberships to restore physician EMR access, ensuring security and compliance

Repaired and calibrated barcode scanners and mobile devices to resume bedside medication scanning, supporting warehouse IT environments

JUNIOR MESSAGING ADMINISTRATOR

Mar 2021 – Sep 2021

Randstad (Capital Group)

Irvine, CA

Provided Tier 2 IT support for 30+ messaging servers, resolving escalated mailbox issues for 1,000+ users using ticketing systems and incident resolution best practices

Administered messaging infrastructure, enforced mailbox quotas, and maintained asset inventory to ensure service stability

Managed Enterprise Vault archiving, ensuring compliant retention and accessible archived mailstores, aligned with data security protocols

Monitored Microsoft Exchange performance and diagnosed faults to reduce incident recurrence and support SLA management

Resolved cross-team escalations with Service Desk and Desktop teams to restore user mail access rapidly, emphasizing collaboration and remote support

Documented Exchange configurations and operational processes in knowledge base and ticketing systems to standardize administration and incident response

SYSTEMS ADMINISTRATOR

May 2020 – Nov 2020

Robert Half (Office Star Products)

Ontario, CA

Resolved desktop hardware and software incidents, applying Windows troubleshooting and hardware support to restore user productivity and reduce downtime

Maintained desktop and network systems, including TCP/IP networking, to ensure stable operations and reliable access

Deployed workstations, laptops, and servers with Ghost imaging, maintaining asset inventory for consistent system builds

Configured wired and wireless network devices to improve connectivity and user access in support of warehouse IT environments

Performed installations, relocations, repairs, and preventative maintenance to maintain uptime and meet SLA requirements

Trained staff on system updates and improvements, documenting procedures in ticketing systems to increase adoption and reduce repeat issues

IT SPECIALIST

Aug 2012 – Aug 2019

Defense Contract Management Agency

Carson, CA

Handled Tier I/II IT support helpdesk tickets and inbound calls, utilizing ticketing systems and maintaining accurate Change Gear records

Built and deployed OS images with SCCM, supporting asset inventory and reducing setup time for new systems

Tracked and closed about 100 IT tickets monthly, documenting incident resolution and SLA management

Answered Office 365 account and app questions, providing remote support and data security guidance

Prepared and deployed laptops, desktops, phones, and printers for 100+ users, supporting hardware support and asset inventory

Resolved technical issues remotely with DameWare and Bomgar to restore productivity, supporting warehouse IT environments

Configured iPhone and Android devices, validated fixes, and followed up after resolution, ensuring end-user satisfaction

EDUCATION

BACHELOR OF SCIENCE (B.S.) IN INFORMATION TECHNOLOGY

Sep 2003

American InterContinental University

Hoffman Estates, IL

ASSOCIATE OF APPLIED SCIENCE (A.A.S.) IN TECHNICAL STUDIES

Feb 2002

Excelsior University

Albany, NY

CERTIFICATIONS

SECURITY+ CE

Apr 2017

CompTIA

NETWORK+ CE

Nov 2017

CompTIA

A+ CE

Nov 2017

CompTIA

FOUNDATIONS V3

Apr 2014

ITIL

SKILLS

Problem Analysis, Customer Service, Remote Technical Support, Technical Support, Application Support, Active Directory, MS Windows 10, Windows 11, Knowledge Base Documentation, MS Office Suite O365/MS Office 2016, Altiris Client Management, SCCM Imaging, Cisco VPN Troubleshooting, BeyondTrust, Multi-factor Authentication, MFA, SSO Authentication, Endpoint Management, Single Sign-on, CA Service Desk, Change Gear, Incident Resolution, Adaptability, Team Collaboration, Proactive System Monitoring, Attention to Detail, Flexibility, Scripting Automation, ITIL Framework, Hardware Troubleshooting, Change Management, Remote Access Tools, Teamwork, Help Desk Software, Time Management, Software Deployment, IT Support, Barcode Scanners, Windows Troubleshooting, Ticketing Systems, Asset Inventory, TCP/IP Networking, Warehouse IT, Physical Stamina, SLA Management, Data Security, Ticketing Systems, Remote Support, Hardware Repair, Imaging, Documentation, MS Teams, Helpdesk, Communication, Knowledge Base, System Maintenance, Troubleshooting, Desktop Support, Hardware Installation, Software Installation, Network Devices, System Administration, Record Keeping, Networking Protocols, Safety Procedures, Google Workspace, Jira

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