Damon Groff
Jenkintown,USA
Summary
Dynamic IT support professional with a strong background in efficiently troubleshooting and resolving technical issues. Committed to teamwork and results-driven performance, enabling seamless adaptation to evolving environments. Expertise in customer service, problem-solving, and technical communication ensures reliable user support and fosters positive interactions. Recognized for maintaining high standards and delivering impactful results that enhance overall operational effectiveness.
Overview
4
4
years of professional experience
3
3
Certification
Work History
Service Desk Analyst Contractor
Beacon Hill Technologies
06.2025 - Current
- Serve as primary point of contact for client technical issues, explaining solutions in clear, non-technical language
- Manage Microsoft 365 administration including user accounts, licenses, and security features while educating users on best practices
- Build strong client relationships through professional communication and patient guidance
- Simplify complex technical processes for end-users, improving adoption and satisfaction rates
Tier II Technical Support
Vector Choice Technology Solutions
05.2023 - 06.2025
- Client Relations: Acted as trusted technical advisor to executives and high-level stakeholders, understanding business needs and delivering customized IT solutions
- Technical Communication: Translated complex technical issues into easy-to-understand explanations for non-technical clients
- Escalation Management: Served as point of escalation for Tier 1 technicians, mentoring team members while maintaining excellent client satisfaction
- Documentation & Training: Created clear documentation and knowledge-sharing resources to improve team efficiency and client self-service capabilities
- Cross-functional Collaboration: Partnered with engineers and security teams to implement email security solutions across multiple client environments
- Provided guidance on network troubleshooting, including TCP/IP, DHCP, and DNS issues, ensuring clients understood preventive measures
IT Support Specialist
ThermOmegaTech, Inc.
06.2022 - 05.2023
- End-User Support: Delivered specialized Tier 1 and 2 support, patiently working with clients to resolve application and system issues
- Process Improvement: Collaborated with IT Director to review and optimize software programs and business processes based on user feedback
- Training & Adoption: Worked alongside ERP subject matter experts to train users during system upgrades and migrations
- Office 365 Management: Provided account provisioning, migration support, and ongoing administration while educating users on new features
- Developed and maintained Active Directory organizational structure and security policies with user-friendly documentation
IT Support Specialist
OmniComp
02.2021 - 06.2022
- Customer Service: Provided onsite and remote support to 500+ users, building strong relationships through professional and courteous service
- Consultation: Negotiated pricing and service agreements with customers, clearly explaining technical recommendations and value propositions
- System Management: Administered network infrastructure and server systems while maintaining clear communication with stakeholders about system status and upgrades
- Apple Device Management: Configured and deployed MDM solutions, training users on new device features and policies
Freelance IT Consultant
Self-Employed
01.2019 - 02.2021
- Built custom computer systems for clients, explaining technical specifications in accessible terms
- Provided local troubleshooting and support services with focus on customer satisfaction and clear communication
- Assisted small business clients with network setup and configuration, including print servers and file sharing solutions
Customer Service & Operations Roles
Amazon, McDonald's, ShopRite, Dollar Tree
01.2017 - 01.2021
- Developed strong customer service foundation through roles requiring excellent communication, problem-solving, and conflict resolution
- Consistently promoted and recognized for taking initiative and exceeding customer expectations
- Honed ability to work effectively with diverse populations and adapt communication style to different audiences
Education
Associate of Applied Science - Computer Information Systems
Community College of Philadelphia
Philadelphia, Pennsylvania12.2020
Skills
- Microsoft Environment: Microsoft 365 (Exchange Online, SharePoint, Teams, OneDrive), Active Directory, Windows Server, Azure, PowerShell
- Support Tools: ServiceNow, SCCM, Remote Monitoring & Management (RMM), Autotask/ConnectWise, IT Glue
- Systems & Platforms: Windows, macOS, iOS, Android, Linux/Ubuntu, Chrome OS, VMWare
- Networking: TCP/IP, DNS, DHCP, VPN, Firewall Management, SonicWall, Network Troubleshooting
- Additional Skills: SQL Server Management, ERP Systems, Apple Business Manager/Hexnode MDM, Hardware Troubleshooting, Data Recovery
Certification
- CompTIA A+ | Certification ID: 2Q6RJ005EMV41WKW
- CompTIA Network+ | Certification ID: 1YJKKDRRK24EQR5B
- Microsoft Certified: Azure Fundamentals | Certification ID: 698BCC-36645C
- Valid Driver's License
Timeline
Service Desk Analyst Contractor
Beacon Hill Technologies
06.2025 - Current
Tier II Technical Support
Vector Choice Technology Solutions
05.2023 - 06.2025
IT Support Specialist
ThermOmegaTech, Inc.
06.2022 - 05.2023
IT Support Specialist
OmniComp
02.2021 - 06.2022
Freelance IT Consultant
Self-Employed
01.2019 - 02.2021
Customer Service & Operations Roles
Amazon, McDonald's, ShopRite, Dollar Tree
01.2017 - 01.2021
Associate of Applied Science - Computer Information Systems
Community College of Philadelphia
Key Strengths
- Communication Excellence – Ability to explain technical concepts to any audience, from C-level executives to end-users
- Customer-Centric Approach – Focus on understanding client needs and delivering solutions that enhance their experience
- Problem-Solving – Strong analytical skills combined with patience and persistence to resolve complex issues
- Relationship Building – Proven track record of building trust and maintaining positive client relationships
- Adaptability – Quick learner who stays current with technology trends and adapts communication style to audience needs