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Emmanuel
IT Support Specialist with 10+ years in tech support and service management
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Competencies
Led installation, troubleshooting, and support for desktop hardware, OS, and applications.
Performed password resets, account unlocking, group management, and user setup using Active Directory.
Reimaged desktops and deployed systems using SCCM and network-based solutions.
Supported virtual environments such as Citrix, Azure Virtual Desktop, and remote device management.
Utilized ServiceNow, Remedy, and other ticketing systems for issue tracking and resolution.
Education
Summary
Detail-oriented IT technician with a strong background in desktop support, system deployment, and user management in diverse environments. Certified with CompTIA A+ and ITIL v3, adept at troubleshooting, system configuration, and technical support.
Key Achievements
- Provided hardware and software support across multiple organizations, including airports, educational institutions, and corporate clients.
- Deployed and managed systems using SCCM, Active Directory, Intune, and other enterprise tools.
- Supported and troubleshot virtual environments using Citrix and Azure Virtual Desktop.
Experience
Senior Desktop Support (Contract)
Facilitate support at the Walk-Up Desk for DFW Airport Headquarters staff and contractors., Assist customers with inquiries, hardware requests, and device troubleshooting., Employed SCCM to deploy requested software efficiently., Utilized Active Directory for password resets, account unlocks, and...
Desktop Support (Contract)
Delivered level 1 and level 2 support to customers., Collaborated with the Hardware Management Team to ensure timely equipment distribution to users., Provided support for virtual machines, including Citrix and Azure Virtual Desktop.
Desktop Support Analyst
Utilized Microsoft Endpoint/Intune Manager to assess compliance., Coordinated shipments of devices to offshore oil platforms accurately., Configured iSafe tablets and PDAs and enrolled them into Intune for management.
Senior Engineer
Delivered IT services onsite at Verizon, supporting employees and contractors effectively., Collaborated onsite and remotely to resolve a variety of IT issues., Partnered with the networking team to troubleshoot and resolve network-related issues.
Area Technology Specialist
Delivered onsite technical support across three educational campuses., Reimaged desktop computers over the network to ensure seamless operation., Utilized the Eduphoria Help Desk ticketing system to track and resolve technical issues.
Desktop Support (Contract)
Provided technical support for Resolute Investment Manager effectively., Assisted end users through various communication methods for optimal resolution., Supported Office 365 and configured settings for Outlook.
Service Desk (Contract)
Delivered level 1 support for AMN HealthCare., Utilized Service Now to provide efficient support to end-users., Resolved a range of issues related to desk phones and softphones.
Desktop Support (Contract)
Provided Tier 2 support via ticketing systems., Assisted users with computer setup and data migration., Diagnosed hardware and software issues to ensure minimal downtime.
Apple Technician
Orchestrated technical support for various Apple Computer Systems., Diagnosed and repaired complex hardware issues, ensuring swift resolutions., Provided comprehensive support for computer and hardware inquiries.
IT Helpdesk Intern
Provided technical support to callers, resolving issues effectively., Implemented the build-out of a computer lab to enhance educational resources., Managed and directed all hardware and software support phases.