Christopher Mac
IT SUPPORT SPECIALIST
Garden Grove,CA
Summary
Results-driven IT Support Specialist with over 23 years of experience in delivering front-line technical support. Expertise includes Microsoft 365, Azure AD/Entra ID, Intune, Windows OS, iOS and Android mobile devices management, SCCM Endpoing manager, MS WDS. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
12
12
years of professional experience
1
1
Certification
Work History
IT Support Specialist
MacArthur Group
11.2023 - Current
- Provide tier 1-2 support for desktops, laptops, mobile devices, and cloud services.
- Administer Azure AD, Entra ID, Exchange Online, and group policies.
- Troubleshoot hardware, software, and network issues across multiple campuses.
- Train users on systems and technology.
- Support MDM systems and enforce compliance.
- Coordinate IT installations and upgrades.
- Document configurations and identify potential issues.
- Managed iPhone/iPad field devices.
- Administered accounts and security groups.
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
- Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and company policies.
- Configured hardware, devices, and software to set up work stations for employees.
- Created user accounts and assigned permissions.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Researched and identified solutions to technical problems.
- Diagnosed and troubleshot hardware, software and network issues.
- Patched software and installed new versions to eliminate security problems and protect data.
- Installed and configured operating systems and applications.
- Configured and tested new software and hardware.
Desktop Support Analyst II
Glidewell Dental Laboratory
10.2022 - 10.2023
- Onboarded new hires with hardware setup and Azure AD enrollment.
- Provided support via SCCM, RDP, and TeamViewer.
- Installed and configured PCs, printers, and peripherals.
- Resolved service tickets on time.
- Repaired hardware and managed lifecycle.
- Mentored junior technicians.
- Installed and maintained Windows and desktop software, service packs, patches, and anti-virus updates for clients.
Technical Specialist II - SAP Application Support
Applied Medical Resource
05.2019 - 09.2022
- Managed SCCM operations and deployment strategies.
- Translated business requirements into system designs.
- Supported enterprise application performance.
- Trained junior team members.
- Completed troubleshooting and diagnostics on company resources.
- Guided staff technology use, assisting with troubleshooting and quality control to streamline operations.
- Conducted root cause analysis of vehicle systems to locate and correct problems.
- Supported public-safety operational environments.
- Upgraded 250+ PCs to Windows 10.
- Managed iPhone/iPad field devices.
- Administered accounts and security groups.
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
- Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and company policies.
- Monitored system performance to identify potential issues.
- Configured hardware, devices, and software to set up work stations for employees.
- Created user accounts and assigned permissions.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Researched and identified solutions to technical problems.
- Diagnosed and troubleshot hardware, software and network issues.
- Patched software and installed new versions to eliminate security problems and protect data.
- Installed and configured operating systems and applications.
- Configured and tested new software and hardware.
Senior Desktop Support Specialist
Orange County Fire Authority
08.2017 - 04.2019
- Supported public-safety operational environments.
- Upgraded 250+ PCs to Windows 10.
- Managed iPhone/iPad field devices.
- Administered accounts and security groups.
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
- Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and company policies.
- Monitored system performance to identify potential issues.
- Configured hardware, devices, and software to set up work stations for employees.
- Created user accounts and assigned permissions.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Researched and identified solutions to technical problems.
- Diagnosed and troubleshot hardware, software and network issues.
- Patched software and installed new versions to eliminate security problems and protect data.
- Installed and configured operating systems and applications.
- Configured and tested new software and hardware.
Senior Desktop Support
Alignment Healthcare LLC
08.2015 - 08.2017
- Provided executive support and troubleshooting.
- Improved network reliability and equipment performance.
- Managed IT assets and new-hire onboarding.
- Administered accounts and security groups.
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
- Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and company policies.
- Monitored system performance to identify potential issues.
- Configured hardware, devices, and software to set up work stations for employees.
- Created user accounts and assigned permissions.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Researched and identified solutions to technical problems.
- Diagnosed and troubleshot hardware, software and network issues.
- Patched software and installed new versions to eliminate security problems and protect data.
- Installed and configured operating systems and applications.
- Configured and tested new software and hardware.
- Learned and adapted quickly to new technology and software applications.
- Demonstrated creativity and resourcefulness through the development of innovative solutions.
- Cultivated interpersonal skills by building positive relationships with others.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
PC Support Technician
Parker Hannifin Aerospace
01.2014 - 08.2015
- Diagnosed hardware/software issues and documented resolutions.
- Supported migration of 300+ systems to Windows 10.
- Assisted disaster recovery planning.
- Served as escalation point.
- Administered accounts and security groups.
- Maintained office PCs, networks and mobile devices.
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
- Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and company policies.
- Monitored system performance to identify potential issues.
- Configured hardware, devices, and software to set up work stations for employees.
- Created user accounts and assigned permissions.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Researched and identified solutions to technical problems.
- Diagnosed and troubleshot hardware, software and network issues.
- Patched software and installed new versions to eliminate security problems and protect data.
- Installed and configured operating systems and applications.
- Configured and tested new software and hardware.
Education
Associate of Science - Computer Networking System Technology
ITT Technical Institute
Anaheim, CASkills
- IT Helpdesk & Desktop Support
- Azure AD administration
- Intune MDM & Endpoint Management
- Office 365 Support & Administration
- Windows, macOS Support & Android OS
- Hardware & Software Troubleshooting
- Network Connectivity (TCP/IP, DNS, DHCP)
- VPN / MFA / Remote Access Support
- Ticketing Systems (ServiceNow, Halo, BMC)
- Imaging, Deployment & Patch Management (SCCM Endpoint, WDS)
- Customer Service & Executive Support
- Technical Documentation & Training
- Networking: LAN/WAN, TCP/IP, DHCP, DNS, VPN, Wi-Fi 80211 b/g/n/ac, PoE switches/routers
Certification
- Microsoft Certified Professional (MCP)
- Microsoft Certified Technology Specialist (MCTS)
- CompTIA A+
- CompTIA Network+
- Customer Support Specialist (CSS - ETA-i)
Timeline
IT Support Specialist
MacArthur Group
11.2023 - Current
Desktop Support Analyst II
Glidewell Dental Laboratory
10.2022 - 10.2023
Technical Specialist II - SAP Application Support
Applied Medical Resource
05.2019 - 09.2022
Senior Desktop Support Specialist
Orange County Fire Authority
08.2017 - 04.2019
Senior Desktop Support
Alignment Healthcare LLC
08.2015 - 08.2017
PC Support Technician
Parker Hannifin Aerospace
01.2014 - 08.2015
Associate of Science - Computer Networking System Technology
ITT Technical Institute