IT Support Technician with Security+ Certification

Kenton Sparrow

Landover, Md. Phone: 240-***-**** ***********@*****.***

Active Public Trust Clearance

CompTIA Security+ certified IT support professional with over 5 years of experience providing customer service, technical support, and problem resolution. Skilled in troubleshooting hardware and software issues, supporting end users, managing Active Directory accounts, and delivering professional customer-focused service in fast paced environments. Dependable, detailed, and committed to providing excellent support while building positive customer relationships.

EDUCATION

CompTia Security+ Certified (April, 2024)

PG Community College, Largo, Md. – Associate of Science Information Technology (August, 2022)

ATI Career Institute, Falls Church, VA – Graphic Design (October, 2017)

Bladensburg High School, Bladensburg, MD. (May, 2016)

*Served in paid and volunteer positions as a marketing assistant.

TECHNICAL SKILLS

Workstations: Windows 10 and 11, Windows 8, Mac OS Sonoma & Mac OS Ventura, UNIX and vi Editor.

Office Applications: MS Office2016, MS Word, Excel, Outlook, PowerPoint, Internet Explorer, Page Maker, Lotus Notes and competent in all imaging and copy reproduction.

Web Applications: Adobe Photoshop CS4, Illustrator, Image Ready, Acrobat, Flash, Cold Fusion, Dreamweaver MX, Shockwave and Director. HTML, XML, JavaScript, CSS, CGI and Pearl Scripts.

Specialized Applications: FTP Access, Telnet, PuTTY, SMS 2.0, VPN, Debabalizer Pro 4.0, Documentum and Voyager Databases.

Hardware: Sun MicroSystems and Oracle Servers, Cabletron 10/100 MB BaseT Router, SMC and 3COM

NIC Cards, Internal modems, Adaptec SCSI Controller Card, IDE Hard Disk Controllers, SIMMS, Motherboards, Sound cards, Video cards and Polycom Video Teleconferencing unit, Kat5, XLR

VTC Systems: Polycom/Cisco room-based endpoints, bridge connectivity, and multimedia conference support

EMPLOYMENT HISTORY

Mailroom IT Technician, Dept. of Justice, Wash, D.C. (October 2022 -February 2026)

●Receive, sort, and distribute incoming and outgoing mail/packages efficiently

●Process shipments through various carriers (USPS, FedEx, UPS, DHL) to ensure timely delivery

●Maintain accurate records of deliveries, postage usage, and inventory

●Assist employees with shipping needs, ensuring compliance with company policies

●Ensure mailroom security by verifying recipients and monitoring deliveries

●Provide courteous and professional customer service to employees regarding shipping, delivery, and mail inquiries.

Help Desk Technician, Iron Bow, (January 2021-2022)

●Provided first-line technical support to end-users via phone, email, and ticketing systems.

●Diagnosed and resolved software, hardware, and network-related issues efficiently.

●Managed user accounts, password resets, and access control in Active Directory.

●Assisted with the installation, configuration, and troubleshooting of Windows/macOS systems.

●Maintained and updated ticketing systems to track issues and resolutions.

●Provided remote IT support using TeamViewer, AnyDesk, or Remote Desktop Protocol (RDP).

●Educated users on IT best practices and security policies.

●Deliver exceptional customer service by resolving technical issues professionally and in timely manner

●Explain technical solutions in clear, easy to understand language for non-technical users and follow up to ensure issues are fully resolved

Audio/Visual Technician, Dept. of Treasury, Wash, D.C. (August 2018-2021)

●Set up and operated A/V equipment for corporate meetings, live events, and presentations.

●Managed sound systems, microphones, projectors, and video conferencing tools.

●Troubleshooting and resolving technical issues quickly to ensure smooth event execution.

●Assisted in installing and maintaining A/V equipment for conference rooms and venues.

●Provided technical support and training to end users on A/V system operation

●Collaborated with IT/network teams to support Video teleconferencing (VTC) system connectivity, ensuring stable audio/video performance across enterprise networks

●Deliver outstanding customer service to employees, executives, and guests during meetings and presentations, responding quickly to requests and minimizing disruptions.

Web/Graphics Editor, Oracle, Reston, VA (August, 2016-2018)

●Designed and edited website layouts, graphics, and multimedia content to enhance user experience.

●Managed and updated website content using CMS platforms, ensuring SEO optimization and accessibility compliance.

●Created engaging visual assets for web, social media, and marketing campaigns.

●Collaborated with content creators and developers to maintain brand consistency.

●Optimized images and multimedia files for fast web performance

Service Desk Technician, Decision Point, Fairfax,VA (February 2026-March 2026)

●Provide Tier 1 technical support to end-users via phone, email, and remote tools.

●Troubleshoot hardware, software, and network issues efficiently

●Manage user accounts and permissions using Active Directory

●Document incidents, resolutions, and escalate complex issues to tier 2 support when necessary

References: Available upon request

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