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It Support Specialist Resume

Washington, DC


  • 15 years’ experience in the Technology field including Telecommunications/Telephony and End - User Support
  • Expert with PC applications of Microsoft Office Suites including
  • Exceptional Customer Service Acumen including Senior Executive Level and VIP Support 24/7
  • Extensive experience in migration from XP to Windows 10
  • Professional helpdesk/desktop support for local and remote users
  • Ability to maintain confidentiality of sensitive information
  • Service Now, BMC Remedy, Service Console, AirWatch, jabber, MS Lync


Confidential, Washington, DC

IT Support Specialist

  • My commitment to Confidential as an IT Support specialist included but are not limited to assuring all equipment is in working order and users have adequate resources to accomplish daily tasks.
  • Perform Help Desk duties using Service Manager Console to support all users in offices in USA and Canada.
  • Provide in person/remote support for 100+ users in the Washington DC, Atlanta and North Carolina offices.
  • Grant/revoke permissions to software, folders and exchange groups using AD, also created Project folders using Project Create
  • Create user profiles, grant email account access and prepare phone and computer equipment for new hires.
  • Wipe, re image laptops and desktops for deployments or lease returns.
  • Provide A/V support when needed for meetings and other events.
  • Install architectural software such as Revit, and perform windows migrations as requested.
  • Use Citrix studio and Director to remote and troubleshoot user’s sessions.

Confidential, Washington DC

Senior Desktop Support Analyst (Contractor)

  • Apple Computer and mobile device inventory manager.
  • Created SOP Guides for IT staff pertaining to Apple systems and mobile devices
  • Resolved IT issues with user accounts, software, and hardware (e.g., Outlook, Adobe, file vault).
  • Assisted customers with tech support through TeamViewer, Bomgar and Active Directory.
  • Prepared Mac laptops and Desktops for users (MacBook Pro, MacBook Air and IMac computers)
  • Provided Mobile Device Management Supported IPhone, IPad, and Blackberry mobile devices.
  • Exchange Active Sync and IOS devices

Confidential, Washington, DC

Site Supervisor (Contractor)

  • Responsible for site client services operations
  • Supervised the daily activities of three direct reports in the areas of mail, reprographics and general office services
  • Worked closely with trial teams to provide operations support in reprographics, printing and other administrative requirements
  • Supervised customer’s hospitality and supply services
  • Reviewed customer vendor invoices for accuracy
  • Assembled monthly customer billing packages

Confidential, Alexandria, VA

Senior Office Services\User Support \ Telecommunications Specialist

  • Set up and connected phone lines coordinating, reviewing, and performing all moves, adds, and changes required and set up video equipment for video and audio conferences
  • Oversaw and coordinated assigned telecommunications activities within company.
  • Managed servicing of phone lines for the D-Mark to the Avaya hubs
  • Ordered and stocked supplies as needed
  • Answered phones
  • Managed mailroom, shipped and received packages
  • Assisted with PC set-ups and installed software.
  • Coordinated, reviewed, and performed all moves, adds, changes required, service repairs.
  • Recommended improvements to enhance technical capabilities of the system and reduce operating costs.
  • Maintained records, prepared required reports relevant to the operations of telecommunications.

Confidential, McLean, VA

Supervisor Duplicating Specialist\Desktop Support

  • Operated and maintained office services
  • Provided blueprints and Scanned PDF and Tiff files for engineers and surveyors
  • Monitored metered mail Maintained printers and assisted with telecommunication
  • Served as first point of contact for desktop and network support issues

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