BERRONEY CAMPBELL
Florida Virtual School
Orlando,FL
1
Certification
11
years of professional experience
Experienced Desktop Engineer and IT Support professional with over a decade delivering Tier 2 and Tier 3 technical support in diverse environments. Skilled in Windows and Linux systems, Microsoft 365, Active Directory, and hardware/software troubleshooting. Specializes in diagnosing technical issues, enhancing system security, and optimizing IT operations to minimize downtime and improve user support.
Work History
Desktop Engineer
4 Months- Troubleshoot, investigate, and resolve incidents submitted by students, teachers, and staff through ServiceNow.
- Investigate newly reported technical issues, perform root cause analysis, and implement effective resolutions.
- Maintain and enhance endpoint imaging workflows, configurations, and deployment processes to support changing organizational requirements.
- Collaborate with technical teams and stakeholders to resolve complex endpoint, hardware, software, security, and user support issues.
- Test existing security controls in lab environments to verify effectiveness, reliability, and compliance with established requirements.
- Coordinated hardware support, troubleshooting, repairs, and replacements with vendors and onsite personnel to ensure timely resolutions and minimize downtime.
- Identified opportunities to enhance technical support services and developed recommendations that improved efficiency and elevated end-user experience.
- Created technical documentation for new processes and maintained existing procedures, troubleshooting guides, and support documentation to streamline support operations.
- Create technical documentation for new processes and maintain existing procedures, troubleshooting guides, and support documentation.
Support Engineer (Tier 2/3)
2 Years 2 Months- Deliver Tier 2/3 support for escalated technical issues across hardware, software, and network environments.
- Provide remote support to end users across multiple locations, ensuring minimal downtime.
- Managed and prioritized tickets to meet SLAs and align with operational priorities.
- Troubleshot Microsoft environments, including Windows OS, Microsoft 365, and Teams, to resolve user issues effectively.
- Escalate complex issues to engineering teams while maintaining clear documentation.
- Created and maintained knowledge base articles, enhancing support efficiency for team members.
- Seminole Hard Rock Support Services, Davie, FL | 11/2022 – 01/2024
IT Ops Analyst II / Desktop Support Analyst
1 Year 2 Months- Provided support for large-scale enterprise environment for onsite and remote users, enhancing overall user experience.
- Configured and supported network infrastructure including routers, switches, and wireless access points.
- Managed Active Directory accounts, Group Policies, and user access controls.
- Administered MDM solutions to secure and manage mobile endpoints.
- Responded to incidents and service requests, ensuring timely resolution and user satisfaction.
- Resolved incidents and service requests promptly, achieving high levels of user satisfaction.
- Provided support for server and virtualization systems in a hybrid environment.
Senior TAC / Cloud Engineer
8 Years 1 Month- Provided Tier 2 support for business customers, resolving issues across voice, data, and cloud services to enhance client satisfaction.
- Managed Citrix Cloud and VDI environments, facilitating seamless access for users in over 30 locations.
- Administered Microsoft 365 (Exchange, Teams, SharePoint, OneDrive).
- Implemented security controls including MFA and access policies.
- Supported Office 365 migrations using BitTitan MigrationWiz.
- Maintained reliable communication systems, including VoIP and cloud telephony, to ensure uninterrupted service for users.
Cloud Operations Specialist (NOC)
- Monitored systems and responded to incidents, maintaining high uptime and service reliability.
- Supported infrastructure for distributed users and enterprise applications, ensuring seamless access and functionality.
- Supported infrastructure used by distributed users and enterprise applications.
- Contributed to disaster recovery and backup strategies, enhancing system resilience and data protection.
- 07/2022 – 01/2023
Desktop Engineer
7 Months- Provided desktop support for 1,000+ users in a high-demand enterprise environment.
- Installed and configured Windows systems, applications, and security tools.
- Resolved hardware, software, and connectivity issues both remotely and onsite.
- Supported peripheral devices, ensuring seamless integration and functionality for users.
- Delivered user training and technical guidance, enhancing end-user proficiency and satisfaction.
Level 2 Technician
6 Months- Diagnosed and resolved hardware and software issues, enhancing user satisfaction.
- Supported LAN connectivity and optimized network configurations for reliable access.
- Performed malware removal and system recovery, ensuring data integrity and continuity.
- Provided remote technical support and maintained detailed documentation.
Education
BS - Business Administration
Associate's Degree - Computer Science
Skills
Tier 2 support
Incident management
Remote support
Windows & Linux Support
Microsoft 365
Active Directory & Group Policy
Endpoint Management (Intune
SCCM
MDM)
Network troubleshooting
Server Support
Hardware lifecycle management
Knowledge base development
Security compliance
Certification
CompTIA Security+ — Active (Valid through 11/2027), CompTIA Network+ — Active (Valid through 11/2027), CompTIA A+ — Active (Valid through 06/2029), CompTIA Linux+ — Active (Valid through 06/2029), IT Essentials — Cisco, CCNA (Cisco Certified Network Associate) — Training Completed, ITIL v3 (Information Technology Infrastructure Library), Microsoft Azure Fundamentals (AZ-900) — Training Completed
Timeline
Desktop Engineer
Florida Virtual School
05.2026 - CurrentRead More
Support Engineer (Tier 2/3)
C3 Cloud Computing
03.2024 - 05.2026Read More
Cloud Operations Specialist (NOC)
UKG
07.2023 - 01.2023Read More
IT Ops Analyst II / Desktop Support Analyst
Seminole Hard Rock Support Services
11.2022 - 01.2024Read More
Desktop Engineer
DXC Technology (Citibank)
01.2020 - 08.2020Read More
Level 2 Technician
Digital Aspire
02.2019 - 08.2019Read More
Senior TAC / Cloud Engineer
Digicel Group Ltd. (Hypersync)
05.2015 - 06.2023Read More
Walden University
BS from Business Administration
Read More
Florida Career College
Associate's Degree from Computer Science
Read More
Awarded BE ICONIC Award (2023) for sustained operational excellence.
Awarded BE ICONIC Award (2023) for sustained operational excellence. From Hard Rock International
BE ICONIC Award (2023)
BE ICONIC Award (2023) for sustained operational excellence. From Hard Rock