Experience

• Tier 2/3 Deskside, MDM & Mac Support Technician

  ActioNet, Inc. · Washington, D.C.

  Sep 2025 to Jun 2026

  • Provided Tier 2/3 macOS support, including new Mac setup, user deployment, enrollment, and troubleshooting of MacBook hardware and software for Mac users across the organization.
  • Managed the iPhone and iPad fleet via Intune and XenMobile, including zero-touch deployment through Apple Business Manager and ADE, eSIM activation, and security policy enforcement.
  • Wrote Mac setup and administration guides, a user deployment SOP, and support email templates so deployments and common fixes were repeatable and consistent across technicians.
  • Supported user lifecycle processes, including onboarding with prepared devices and accounts, access and permission changes, and offboarding with device return and reassignment.
  • Served as the escalation point for Active Directory, Entra ID, and Group Policy issues, handling access, authentication, SSO, and policy problems that Tier 1 and deskside staff could not close.
  • Deployed software and patches via SCCM and PowerShell, and built scripts to copy and move files by keyword, remove multiple user profiles, and trigger Group Policy and SCCM client actions.
  • Documented root cause and resolution in every ticket and escalated issues beyond Tier 2/3 scope to desktop engineering, network, or security teams.

• Deskside Support & Mobile Device Management Technician

  Reston Consulting Group (RCG) · Washington, D.C.

  Sep 2024 to Aug 2025

  • Managed iPhone MDM through Intune and XenMobile, handling enrollment, compliance, device resets, and carrier and eSIM activation for government-issued phones.
  • Supported desktops, laptops, and thin clients on-site and remotely, including hardware swaps, imaging, software installs, and VDI session issues.
  • Supported onboarding and offboarding by setting up and issuing devices, creating and updating Active Directory accounts and groups, and processing access requests and mobile device agreements.
  • Troubleshot BitLocker recovery, Zscaler connectivity, and network access problems, using Bomgar for remote sessions and on-site visits for hands-on repairs.
  • Diagnosed network connectivity problems (TCP/IP, DNS, DHCP), printers, and Microsoft 365 applications including Outlook, Teams, and OneDrive.
  • Deployed applications and updates through SCCM to individual machines and collections, and followed documented procedures for asset release, return, and lost-equipment reporting.
  • Coordinated with telecom, desktop engineering, and security teams on desk phone setup, software pushes, and escalated incidents.

• IT Service Desk Technician

  Reston Consulting Group (RCG) · Remote

  Apr 2024 to Sep 2024

  • Provided frontline support by phone, email, and ticket through ServiceNow for Office 365 and Active Directory, resolving common issues on first contact and escalating the rest with clear notes.
  • Handled account creation, password resets and unlocks, Microsoft 365 mailbox and access requests, and software and hardware troubleshooting for a large federal user base.
  • Administered Microsoft Intune, including device enrollment, compliance policies, and iPhone provisioning.
  • Used Bomgar for remote sessions and followed knowledge base procedures for BitLocker, network, and application issues, keeping ticket documentation accurate and complete.
  • Followed security procedures for sensitive-data incidents and lost or stolen equipment, routing them to the proper teams without delay.

• IT Service Desk Technician

  U.S. Department of Energy · Washington, D.C.

  Nov 2022 to Aug 2023

  • Answered help desk calls and worked tickets for Windows, Microsoft Office, and Active Directory account issues, resolving common problems on first contact.
  • Troubleshot Windows 10 desktops and network printers, in person and through remote support tools.
  • Documented each issue and fix in the ticket and escalated problems beyond Tier 1 to the right team with clear notes.
  • Followed federal security protocols for accounts, devices, and user data.

Skills

Education

• Germanna Community College

  Associate of Arts & Sciences in Psychology

  2022 to 2024

• Germanna Community College

  Coursework in Computer Science

  In progress, expected 2027

• CompTIA A+

  Certification