Desktop Support Technician with 20+ Years IT

Ronnie Holloway, Desktop Support Technician

Mesa, AZ, 773-***-****, ********@*****.***,

SUMMARY Highly skilled IT professional with over 20 years of experience in system administration and end-user support, transitioning to a Desktop Support Technician role. Proven ability to manage IT infrastructure, deliver expert troubleshooting for hardware, software, and network issues, and maintain a 98%+ first-call resolution rate. Possesses strong knowledge of Microsoft 365, Active Directory, and endpoint security, eager to contribute to MetroSys by ensuring seamless technical operations and exceptional user support. WORK EXPERIENCE

IT Lead Tech

WVTC TV/Radio

10/2022 – Present Alsip

Oversaw IT infrastructure and Microsoft 365 environment, ensuring 100% uptime.

Educated staff on IT tools and maintained standard operating procedures

(SOPs) and technical documentation.

Achieved a first-call resolution rate exceeding 98% for end-user support. IT Specialist (GS-2210)

Department of Veterans Affairs

04/2008 – 09/2022 Chicago

Delivered Level 2/3 support for over 3,500 users, addressing hardware, software, and network issues.

Managed Azure Active Directory accounts, Group Policy Objects (GPOs), DNS/DHCP, and Exchange.

Oversaw patch deployment and endpoint security using SCCM and BigFix. Championed the national rollout of CA Service Desk and ServiceNow; developed SOPs for IT staff and provided training for end-users. LAN & Systems Administration Manager

IBM

05/1998 – 11/2007 Chicago

Directed LAN/WAN operations and managed a team of IT technicians. Executed the implementation of Citrix, VPN, and security enhancements to mitigate vulnerabilities.

EDUCATION

Chicago Vocational High School

High School Diploma, Computer Science

08/1985 – 06/1989 CHICAGO, United States

Graduated with a GPA of 3.5.

U.S. Navy

Vocational, Data Processing

08/1989 – 10/1995 San Diego

Graduated with a GPA of 3.9.

SKILLS Microsoft 365 Admin Exchange

Teams SharePoint

OneDrive Intune / Endpoint Manager

Active Directory GPOs

DNS DHCP

Patch Management Endpoint Security

McAfee SCCM

BigFix ServiceNow

Zendesk CA Service Desk

Windows 10/11 macOS

Remote Support VPN

Citrix System Administration

Technical Training End-User Training

Documentation Customer Service

Troubleshooting

LANGUAGES English (Native)

ITIL Certification

Chicago, IL

MCSA Certification

Chicago, IL

CERTIFICATES

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