IT Technician PC Hardware & Network Support

CHRISTIAN JOSEPH WOODS

IT Technician PC Hardware & Electronics Support

Upper Marlboro, MD 20774

PROFESSIONAL SUMMARY

IT Technician with 7+ years of experience diagnosing, troubleshooting, and repairing PC hardware, software, operating systems, and network equipment across enterprise and federal environments. Skilled in hardware diagnostics, PC imaging, structured testing, Microsoft Excel data tracking, technical documentation, and root-cause analysis. Experienced with basic PCB inspection/troubleshooting, equipment testing, Windows 10/11, and TCP/IP, LAN/WAN, and VPN troubleshooting.

TECHNICAL SKILLS (TIER 1–3)

Hardware & Peripherals: Desktop/laptop diagnostics, imaging, installation, repair, and replacement; printer, monitor, and peripheral support

Operating Systems: Windows 10/11, macOS, iOS, and Android configuration, patching, and troubleshooting

Networking & Connectivity: TCP/IP, LAN/WAN, VPN, DNS/DHCP, wireless, and remote-access troubleshooting

Directory & Access Management: Active Directory, user account provisioning, password resets, and multi-factor authentication

Government & Compliance: PIV/CAC card support, FISMA/NIST security awareness, and federal SLA/ticketing compliance

Ticketing & Documentation: ServiceNow, Remedy, SOP development, asset/inventory tracking, and technical reporting

Tools & Remote Support: Remote desktop tools, command-line utilities, Microsoft 365, and Microsoft Excel (including macros)

Customer Service & Escalation: Tier 1–3 troubleshooting and escalation, end-user support, technical training, and professional communication

PROFESSIONAL EXPERIENCE

IT TECHNICIAN World Bank, Washington, DC

06/2026 – 08/2026

Diagnose, troubleshoot, repair, and maintain PC hardware, software, peripherals, and network equipment; perform imaging, software installation, testing, and hardware replacement.

Perform basic PCB inspection and troubleshooting, including component/connection checks and fault identification; troubleshoot VPN, TCP/IP, wireless, printing, and device issues using structured procedures.

Document faults, test results, repairs, and resolutions; maintain asset records and use Microsoft Excel, including macros, for tracking, data analysis, and technical reporting.

Coordinate with network and security teams to troubleshoot connectivity, VPN, and remote-access issues for on-site and remote staff.

Provide end-user technical support and training on hardware, software, and standard operating procedures to improve first-contact resolution rates.

HELP DESK SPECIALIST – TIER 2 NGEN, Lanham, MD

02/2026 – 05/2026

Diagnosed and resolved PC hardware, operating system, software, peripheral, and network connectivity issues; troubleshot network infrastructure and device OS issues using structured technical procedures.

Supported deployment of 1,000+ computers, including hardware installation, OS configuration, software deployment, functional testing, equipment inventory tracking, and technical documentation.

Escalated unresolved Tier 1 tickets requiring advanced troubleshooting, root-cause analysis, and coordination with engineering teams.

Documented incidents, resolutions, and troubleshooting steps in the ticketing system to maintain accurate records and support SLA compliance.

Assisted with imaging, software deployment, and configuration of laptops and desktops to standardize builds across the organization.

IT TECHNICAL SUPPORT SPECIALIST Directviz Solutions, Alexandria, VA

02/2025 – 12/2025

Diagnosed and repaired Windows PCs, laptops, peripherals, Microsoft 365, and network-related issues; performed hardware deployment, imaging, configuration, replacement, and functional testing.

Troubleshot LAN/WAN, VPN, and remote-access connectivity issues; managed Active Directory accounts and documented incidents, troubleshooting steps, and resolutions through ticketing systems.

Provided end-user support via phone, email, and in-person for hardware, software, and connectivity issues, maintaining high customer satisfaction ratings.

Configured and deployed new-hire workstations, including OS imaging, software installation, and peripheral setup, to ensure day-one readiness.

Assisted with Microsoft 365 administration, including account provisioning, license management, and email configuration.

OPERATIONS IT SUPPORT SPECIALIST Midtown Group, Washington, DC

11/2024 – 01/2025

Diagnosed and resolved Windows, Microsoft 365, VPN, network connectivity, workstation, printer, peripheral, monitor, and Wi-Fi issues; configured and tested desktops, laptops, mobile devices, and conference-room technology.

Provided field technician support and documented technical procedures, troubleshooting activities, equipment issues, and resolutions.

Delivered on-site and remote IT support for FEMA staff, resolving hardware, software, and network connectivity issues within federal service-level agreements.

Coordinated equipment deployment and technology setup for meetings, briefings, and conference-room events supporting mission-critical operations.

Maintained inventory and asset records for IT equipment, ensuring accurate tracking and timely replacement of aging hardware.

IT HELP DESK SPECIALIST Government Executive Media Group, Washington, DC

03/2023 – 11/2024

Diagnosed, troubleshot, repaired, hardened, reimaged, configured, and deployed Dell laptops, iPads, mobile devices, Windows systems, peripherals, LAN/WAN, printing, and network-access technologies.

Supported ServiceNow, security firewalls, user access, authentication, and network resources while documenting technical issues, resolutions, and SOPs for recurring IT support activities.

Provided Tier 1/2 technical support to editorial and corporate staff, resolving hardware, software, and connectivity issues to minimize downtime.

Managed IT asset inventory, including procurement tracking, equipment lifecycle management, and disposal in accordance with company policy.

Trained new employees on IT systems, security protocols, and standard operating procedures during onboarding.

INFORMATION TECHNOLOGY SPECIALIST ENGINEER Afiniti, Inc., Washington, DC

03/2020 – 04/2022

Provided Tier 1–3 troubleshooting, diagnosis, repair, configuration, imaging, and testing for PC hardware, Windows/macOS/iOS systems, enterprise applications, printers, and peripherals using diagnostic tools and command-line utilities.

Configured and maintained Cisco/Meraki networking equipment, performed network and hardware fault isolation, and maintained equipment inventories, technical documentation, and operational records using Microsoft Excel.

Managed user account provisioning, access control, and Active Directory administration to support secure system access across the organization.

Collaborated with cross-functional IT teams to resolve escalated technical issues and implement system upgrades with minimal business disruption.

Delivered technical training and end-user documentation to improve self-service resolution and reduce help desk ticket volume.

IT HELPDESK TECHNICIAN Calnet, Office of Inspector General (OIG), Washington, DC

2019

Provided Tier 1–3 help desk support for Office of Inspector General (OIG) staff, diagnosing and resolving hardware, software, operating system, and network connectivity issues via phone, remote assistance, and in-person support.

Escalated and resolved complex technical issues involving Active Directory, VPN, and enterprise applications; documented troubleshooting steps, root-cause analysis, and resolutions in the ticketing system.

Performed system imaging, software deployment, hardware replacement, and preventive maintenance on desktops, laptops, and peripherals within a federal government environment.

Served as the final Tier 3 escalation point for unresolved Tier 1/2 tickets, performing advanced root-cause analysis and administering Active Directory, Group Policy Objects (GPOs), patch management, and system hardening in line with federal security standards.

Developed and maintained technical documentation, knowledge base articles, and standard operating procedures (SOPs) to standardize escalation processes and reduce recurring Tier 1/2 tickets.

IT TECHNICIAN Unissant, Department of Health and Human Services (HHS), Washington, DC

2017 – 2019

Provided Tier 1 help desk support to Department of Health and Human Services (HHS) staff in Washington, DC, resolving hardware, software, printer, and network connectivity issues.

Documented, tracked, and escalated support tickets to Tier 2/3 teams as needed, ensuring timely resolution and compliance with federal service-level agreements.

Assisted with new user account setup, password resets, equipment deployment, and basic troubleshooting for desktops, laptops, and mobile devices.

Troubleshot printer, peripheral, and network connectivity issues for federal end users, ensuring timely resolution within service-level agreements.

Maintained accurate records of support tickets, equipment inventory, and troubleshooting steps to support audit and compliance requirements.

EDUCATION

Bachelor of Science – University of Maryland Eastern Shore, Princess Anne, MD

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