Senior IT Support & Platform Engineer

Dennis Marshall

Woodbridge, VA ***** 703-***-**** *************@*****.*** LinkedIn URL

DESKTOP SUPPORT TECHNICIAN LIFE AND HEALTH INSURANCE AGENT AV SPECIALIST TECHNICAL SUPPORT SPECIALIST CUSTOMER SERVICE SPECIALIST TEAM LEAD

Dedicated to delivering innovative IT solutions that transform business operations and elevate user experiences

Experienced and results-driven Senior Platform Engineer and IT Support Specialist with over 20 years of proven expertise in revolutionizing IT landscapes through innovative, high-impact solutions and comprehensive technical support. Known for leading initiatives that enhance operational excellence by streamlining desktop support functions, optimizing AV system performance, and executing complex software migrations with precision. Collaborative leader who thrives in customer-centric environments, consistently fostering user satisfaction by resolving intricate technical challenges. Adept at working closely with cross-functional teams to drive technology improvements, elevate service delivery, and implement forward-thinking solutions that align with business goals.

Core Competencies:

Customer Service Technical Support Communication Document Management Technical Writing Contact Management Computer Hardware Training & Onboarding Problem – Solving Adaptability Team Collaboration Attention to Detail Time Management Customer – Centric Mindset Conference Support

Technical Skills: Itil V4 Foundation 2016/365/365 Admin AV Setup Mobile Device Management Remote Desktop Networking Ticketing Systems PC Imaging & Configuration Service Desk Active Directory Windows 10,11 Cisco VPN\Citrix Microsoft Office Visio Service Now DTE Remedy DeltaView Imanage\DeskSite\Netdocs HP Printers Adobe Professional DC Voip Handheld Devices (IPhone, IPad, Android) Internet Explorer PC Imaging Microsoft Exchange Workshare Professional Airwatch AV Itil V4 Foundation

PROFESSIONAL EXPERIENCE

Life Insurance Agent - Symmetry Financial (Feb 2026) – Licensed in Virginia, North Carolina, Texas, South Carolina, and Maryland

Serco\Marathon TS (contract) Herndon, Va

Assest Tracking Imaging PC \ Spetember 2025-Present

Laptop Imaging and asset tracking

Gibson Dunn & Crutcher (Contract) Washington, DC

AV Collaborator\IT Specialist\Customer Service rep Jan 2025–April 2025

White-glove Daily support of Client Conference Center Meetings in Conference Rooms with integrated Audio-Visual Equipment. Support of a Multipurpose/Auditorium Event space with full production Audio, Video, and Hybrid (Video Conf) equipment. Virtual Webinar & Meeting Support for events happening onsite and virtually only.Configured desktop and laptop systems, resulting in streamlined user setup and reduced downtime for Office 2016/365 and essential software tools while also providing initial training to ensure users were comfortable.

Optimized AV setups, including Webex and Zoom improving meetings and enhancing communication for remote users.

Delivered printer and mobile device support, resolving technical issues and ensuring minimal disruption to workflow.

Supported VPN configurations, enabling secure remote access for employees, troubleshooting connectivity issues, and enhancing productivity for remote workers by ensuring stable and efficient access to company resources.

Managed assets efficiently, ensuring up-to-date records and facilitating quicker resource allocation for visiting attorneys.

Conducted new user orientation, accelerating software adoption and reducing training time for new staff members.

Nixon Peabody LLC (Contract) Washington, DC

Regional IT Support Specialist / Customer Service Point of Contact Feb 2024 – May 2024

Provide technical support by configuring desktop and laptop systems, managing AV setups, and supporting various software applications. Facilitate smooth user experiences via efficient customer service, asset management, and remote connectivity support.

Configured desktop and laptop systems, resulting in streamlined user setup and reduced downtime for Office 2016/365 and essential software tools while also providing initial training to ensure users were comfortable.

Optimized AV setups, including Webex and Blue Jeans, improving meetings and enhancing communication for remote users.

Delivered printer and mobile device support, resolving technical issues and ensuring minimal disruption to workflow.

Supported Citrix and VPN configurations, enabling secure remote access for employees, troubleshooting connectivity issues, and enhancing productivity for remote workers by ensuring stable and efficient access to company resources.

Managed assets efficiently, ensuring up-to-date records and facilitating quicker resource allocation for visiting attorneys.

Conducted new user orientation, accelerating software adoption and reducing training time for new staff members.

Geico/BoatUS – 100% Remote Springfield, VA

Desktop Support Specialist Oct 2019 – Oct 2023

Delivered exceptional customer service while providing technical support for desktop and mobile device configurations, AV setups, and software migrations. Ensured secure network access and seamless collaboration, consistently meeting client needs.

Delivered exceptional customer service, quickly resolving technical issues to ensure client satisfaction.

Configured and managed Webex meetings, optimizing collaboration for in-office and remote teams.

Led Windows OS and Office software migrations, minimizing disruptions and providing training for seamless transitions.

Streamlined desktop and laptop setup, reducing configuration times and enhancing user readiness.

Managed VPN and mobile device support (AirWatch), ensuring secure, flexible access and seamless network integration.

Provided full printer support, troubleshooting, and Active Directory operations for efficient account management.

Munger, Tolles & Olson Washington, DC

Desktop Analyst II Sep 2017 – Jan 2019

Delivered expert technical support and exceptional customer service by managing desktop/laptop configurations, software migrations, AV setups, and remote office support, ensuring smooth connectivity and effective issue resolution across various platforms.

Delivered high-level customer service, resolving user issues efficiently and ensuring client satisfaction.

Led smooth migrations from Windows 7 to Windows 10 and Office 2010 to 2016, minimizing downtime.

Imaged and configured desktops/laptops, improving user setup and system performance.

Managed AV systems (Webex, Blue Jeans) and provided printer and mobile device support to enhance collaboration.

Configured Citrix and VPN, ensuring secure remote access and optimal user performance.

Sole technical support for a satellite office, handling all service requests via ServiceNow, Remedy, and Trackit.

Baker Tilly Tysons, VA

IT Specialist Nov 2016 – Sep 2017

Served high-level technical support, specializing in PC imaging, mobile device management, AV setups, and hardware/software troubleshooting. Delivered exceptional customer service while ensuring seamless office setups, VPN/Citrix configurations, and inventory management.

Delivered exceptional customer service, quickly resolving technical issues to maintain high client satisfaction.

Performed PC imaging using SCCM, enabling deployment for new users and optimizing hardware inventory management.

Supported mobile devices (Apple, Android, Blackberry) via AirWatch and managed printer installations for smooth operations.

Supported QuickBooks, Caseware, and Office, resolving issues to ensure full functionality.

Configured VPN, Citrix, and AV systems, ensuring secure remote access and seamless video conferencing.

King & Spalding Washington, DC

Desktop Support\AV Specialist May 2015 – Aug 2016

Contributed exceptional customer service while providing comprehensive technical support for AV setups, mobile device management, hardware troubleshooting, and software configuration. Specialized in AV conferencing, desktop imaging, and new user setups to ensure smooth operations across various office environments.

Delivered top-tier customer service, resolving technical issues swiftly and professionally.

Set up AV conference rooms, managed video conferences, and supported WebEx, On24, and webinars.

Scheduled and facilitated video/audio meetings, configuring AV bridges for seamless collaboration across locations.

Performed desktop imaging via SCCM and managed PC/laptop setups for smooth user onboarding.

Delivered printer maintenance, mobile device support, and hardware/software troubleshooting to boost productivity.

Steptoe and Johnson LLP Washington, DC

Desktop Support Specialist Team Lead June 2007 – March 2015

Provided comprehensive technical support and customer service for various software and hardware systems, ensuring seamless operations and user satisfaction across multiple platforms.

Supported Microsoft Office 2010 and managed Active Directory password resets, minimizing downtime.

Utilized SCCM for software installations and system management, streamlining deployment processes.

Supported Blackberry, iPhone, iPad, and Android devices, ensuring smooth mobile access for users.

Delivered night/weekend support via Citrix and managed ticket escalations for proactive issue resolution.

Offered phone support for Cisco IP systems and maintained AV setups for seamless conference room operations.

EDUCATION & PROFESSIONAL DEVELOPMENT

Comptia Security + January 2025

ITIL Foundation 4 Certified April 2025

CompTIA A+ Certification March 2002

Microsoft Certified Professional MCSE June 2002

Computer Information Systems Certificate Computer Learning Center Alexandria, VA April 1996

Computer Information Systems Strayer University Woodbridge, VA

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