Application Outage Troubleshooting and Vendor Escalation

DZEVIT SAITOVSKI

Oakville, CT • 959-***-**** • ********@*****.***

IT System Support Specialist

SUMMARY

IT support professional with 10+ years of hands-on desktop, systems, and network support experience, combined with an Associate of Applied Science in Cyber Security Systems and a network penetration testing certificate. Experienced in Windows 10/11 desktop administration, Active Directory basics, Microsoft Intune and Entra ID, and networking fundamentals (TCP/IP, DNS, connectivity troubleshooting), with a track record of managing full-scale technology rollouts — including a facility-wide Windows 10-to-11 migration and a 200+ workstation deployment project — alongside applying security patches and system updates to reduce organizational risk. Experienced in remote help desk and on-site support for non-technical users, hardware and mobile troubleshooting, and independent work with timely escalation. Strong documentation habits and customer-service focus.

CERTIFICATIONS & EDUCATION

●CompTIA Network+

●CompTIA A+

●Associate of Applied Science, Cyber Security Systems — Ivy Tech Community College, May 2021

●Network Penetration Testing Certificate — Ivy Tech Community College

●Network Security Certificate

CORE SKILLS

Desktop & Endpoint Support

Windows 10/11 desktop administration

Desktop/laptop imaging & deployment

Hardware diagnostics & repair

Mobile device & handheld scanner support

Account & access provisioning

Networking & Security

Active Directory basics

TCP/IP, DNS, connectivity troubleshooting

Patch & update management

Network penetration testing fundamentals

Vulnerability awareness & remediation

Tools & Documentation

Microsoft Intune

Microsoft Entra ID

Microsoft Office 365

BMC Helpdesk (ticketing)

Technical documentation & inventories

PROFESSIONAL EXPERIENCE

Epson America, Indianapolis, IN

PC Support Specialist Apr 2020 – Aug 2026

●Primary point of contact for end-user help desk and desktop support, resolving hardware, software, and account issues remotely and on-site; escalate complex issues with documented findings.

●Led full-scale technology rollout: imaged and deployed new desktops and laptops facility-wide during a Windows 10-to-11 upgrade, building each machine to department-specific configuration standards.

●Evaluate and apply software updates and security patches based on risk and operational impact to reduce organizational exposure.

●Maintain documentation of hardware, software, and system configurations to support consistency and audit readiness.

●Support network infrastructure, mobile devices, and workstation administration, using Microsoft Intune and Entra ID to manage user access permissions and assign/remove licenses.

●Support handheld RF scanners, mobile devices, and Mitel VoIP phones; coordinate with vendors and internal teams on projects including a SAP EWM implementation and RF-gun hardware replacement.

Bell Techlogix — Indianapolis, IN

Information Systems Support Jun 2015 – Apr 2020

●Imaged and deployed 200+ workstations during a full Windows 7-to-10 migration across the organization.

●Logged, tracked, and resolved incidents in the BMC Help Desk ticketing system, maintaining documentation for audit and continuity.

●Configured and provisioned desktops/laptops for new employees, ensuring systems were ready and secure at setup.

Technical Support Specialist Jun 2014 – Jul 2015

●Analyzed product failure issues and tested/reconfigured systems to resolve malfunctions and update service procedures.

Technical Team Lead Dec 2013 – Jun 2014

●Directed duties and responsibilities across a technical support team; managed inventory and parts ordering in SAP.

Service Desk Analyst — Call Center Dec 2011 – Oct 2013

●Provided Tier 2 on-call support and mobile/BES account management, achieving a 92% first-call resolution rate.

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