Summary
Detail oriented Desktop Support Specialist with 5+ years of experience in help desk and desktop support roles across MSP, education, and corporate environments. Hands on experience with Active Directory, Azure/Entra, Office 365, and enterprise networking, backed by multiple vendor certifications. Seeking to leverage technical expertise in a Junior Systems Administrator role, with a long term goal of advancing to Systems Administrator.
Experience
Provided MSP support across industries including dental clinics and credit unions. Administered Office 365, Active Directory, and Azure/Entra environments. Performed UPS and server rack mounting, plus proprietary software support. Delivered remote and on site hardware troubleshooting.
Deployed Windows machines using Microsoft Deployment Toolkit (MDT). Deployed and managed Mac machines with Jamf. Maintained the Windows fleet and user accounts using SCCM and Active Directory. Troubleshot hardware issues across the device fleet.
Resolved in person, phone, and email technical support requests. Troubleshot hardware, networking, and VoIP phone issues, and imaged workstations. Managed two separate enterprise networks.
Managed tickets end to end in the support ticketing system (Incident IQ, SpiceWorks). Installed, repaired, and deployed PC, laptop, and Chromebook hardware and peripherals, including firmware level repairs. Troubleshot network connectivity, Cisco wireless access points, and constructed and deployed networking cable. Supported IP phones, Clevertouch display panels (Advanced User certified), and Acuity VCS security camera software. Administered Securly and GoGuardian internet filtering software. Provisioned and deprovisioned Chromebooks via Google Admin console, and coordinated vendor warranty repairs.
Logged technical solutions from calls and emails into an ERP and ticketing system (Salesforce). Remotely troubleshot software and hardware issues via TeamViewer for domestic and international customers. Supported specialized neuro and biofeedback software and hardware devices.
Early Career
Farm Hand, Mielke Way Farms (2019 to 2021). Laborer, Winar Connections (2018 to 2019). Cashier, JOANN Fabric & Crafts (2018). Food Service, Taco Bell Cantina (2017 to 2018). Cashier, Panera Bread (2017). Delivery Driver, Jimmy John's, Tiffin & Canton, OH (2016 to 2017). Food/Service Champion, Taco Bell (2014 to 2016).
Education
Unix/Linux Computer Network Administration and Security
Associate of Applied Science (pursuant), Stark State College, Canton, OH · Aug 2019 to Jul 2021
Certifications & Licenses
Certified Agent, Incident IQ (Incident IQ Ticketing System Certification, Aug 2024 to Aug 2026), current as of Apr 2026.
Advanced User & Troubleshooting, Clevertouch Academy, Aug 2024.
ALICE Training Certification, Navigate 360, Norton City Schools, Oct 2022 to Oct 2023.
Valid Driver's License.
Languages & Awards
Languages: English (Fluent), German (Fluent).
National German Honor Society (Delta Phi Alpha), Heidelberg University, March 2017.