IT Support Specialist with Federal Help Desk Experience

Wayne Thomas

IT Support Specialist Washington, DC

202-***-**** *********@*****.*** linkedin.com/in/wayne-thomas-71352221/

PROFESSIONAL SUMMARY

IT Support Specialist with nearly a decade of experience supporting federal agencies, providing Tier 1–2 help desk, desk-side, and deployment support. Skilled in Active Directory, Microsoft 365, endpoint management, and SLA-driven ticket resolution. Known for clear communication with non-technical users, mentoring junior staff, and maintaining knowledge base documentation.

TECHNICAL SKILLS

Systems: Windows 7/10, iOS/iPadOS, VDI environments

Identity & Access: Active Directory (account provisioning, password resets, group membership, OU management), multi-factor authentication (PKI/OTP), ClearPass

Productivity: Microsoft 365 (Word, Excel, OneDrive, OneNote, SharePoint), Lotus Notes

Endpoint & Security: SCCM, Intune, Cisco AMP, HP Sure Click, Microsoft Defender

Networking & Remote Access: TCP/IP, DNS, DHCP; Cisco AnyConnect and Citrix VPN

ITSM: ServiceNow, Remedy, Zendesk; SLA management; ITIL Foundation

Hardware: desktops, laptops, printers, tablets, mobile devices; imaging, deployment, and configuration

EMPLOYMENT HISTORY

US Department of the Interior IT Support Help Desk Jr

Washington, DC Feb 2026 – Jun 2026

Provided Tier 1–2 support via phone, email, chat, and web portal; created tickets and drove resolutions within SLA timelines

Served as escalation point for irate and frustrated clients, maintaining communication throughout the incident lifecycle

Performed advanced application troubleshooting and used elevated access to resolve complex issues

Acted as liaison between Cognizant and client help desk management; mentored new hires and performed QA reviews

Authored and maintained knowledge base articles and SOPs based on recurring issues

Supported iOS devices and iCloud accounts; administered endpoint protection tools (Cisco AMP, HP Sure Click, Microsoft Defender)

Managed IT assets in ServiceNow; imaged, deployed, and configured laptops, desktops, printers, and mobile devices

US Department of Education IT Support Technician / Coordinator

Washington, DC Mar 2022 – Dec 2023

Supported in-house systems, desktops, and peripherals, including installation, diagnosis, repair, and upgrades

Administered Active Directory: account creation, password resets, group memberships, and OU management

Delivered Microsoft 365/OneDrive training to end users; supported Cisco/Citrix VPN and Intune enrollment

Handled high-volume phone, chat, and email queues for connectivity and software incidents via Remedy/ServiceNow

Contributed to capacity planning and long-term hardware strategy

Community Technical Development Corporation IT Coordinator

Washington, DC Aug 2020 – Jan 2022

Taught digital literacy (basic computer skills, internet, email, Windows 10, Microsoft Office); achieved a 100% student certification rate

Developed and maintained training materials; tracked student progress via the NorthStar Admin Console

Coordinated with Tier 2/3 support to resolve escalated issues while retaining ownership

Provided on-call IT support; led Windows 10 / Microsoft 365 migrations via SCCM, including archived PST migration

US Census Bureau IT Analyst / Help Desk Analyst

Greenbelt, MD Jul 2019 – Aug 2020

Provisioned and deprovisioned accounts in Active Directory, including security groups and shared drives; managed VDI access

Triaged, tracked, assigned, and reported on tickets daily in Remedy; authored knowledge base articles for Tiers 1–3

Ensured professional, courteous, and timely resolution of incoming calls

Georgetown University Site Leader, Deployment Team

Washington, DC May 2019 – Jul 2019

Supervised the installation team; developed detailed installation schedules and reported job status

Configured BIOS, set up local administrators, and troubleshot applications during deployment

Mentored junior team members and implemented procedural improvements to installation performance

US Department of Education Site Lead, Deployment Team

Washington, DC Feb 2019 – May 2019

Planned field logistics (material receipt, staging, sub-assembly) and resolved field issues to protect deliverables

Installed and configured endpoints with Intune; created training documentation for executives and end users

Leidos Multi-Factor Authentication (MFA) Technician

Reston, VA Jul 2018 – Dec 2018

Served as primary contact for MFA implementation issues across PKI and OTP methods

Partnered with network engineering pre- and post-implementation to identify and remediate blocked systems

Used ClearPass OnGuard, Cisco AnyConnect, SCCM, and Bomgar; produced training videos for the cybersecurity team

US Equal Employment Opportunity Commission SharePoint End-User Support Technician (Tier II)

Washington, DC May 2018 – Jul 2018

Provided Tier 2 support for SharePoint end users: site, blog, calendar, and library creation and troubleshooting

Managed the hardware refresh and end-user loaner program; ran desktop virus scans and remediation with the security operations team

Administered Azure servers supporting public portal file transfers

US Environmental Protection Agency Computer Support Technician

Washington, DC Aug 2013 – May 2017

Maintained desktops and peripherals; served on the Windows 7 migration team (imaging, deployment, data transfer, AD lookups)

Supported Active Directory, Microsoft 365/OneDrive, iCloud/iOS, and Cisco AnyConnect VPN

Tracked licensed software installations and removals; configured email, printers, shared drives, and Lotus Notes

US Food and Drug Administration Tier 2 Desk-Side Support Technician

White Oak, MD Jan 2013 – Aug 2013

Installed, configured, and repaired desktops, laptops, BlackBerries, printers, and scanners; performed hardware upgrades

Supported executive staff requests; served on the Windows 7 migration team

Provided Microsoft 365 and Cisco/Citrix VPN support and training

EDUCATION

Strayer University, Alexandria, VA — MS in IT Management (2016), Cum Laude (3.8 GPA)

Potomac College, Washington, DC — BS in Cyber Security (2013), Cum Laude (3.8 GPA)

CERTIFICATIONS & TRAINING

CompTIA A+ Microsoft Office Specialist ITIL Foundation

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