Work Preference
Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Open To Work

EDWARD AQUINO

Oak Ridge,TN

Work Preference

Job Search Status

Open to work
Desired start date: Immediately

Desired Job Title

Tier 2 Service Desk TechnicianIT Support Specialist

Work Type

Contract WorkFull Time

Location Preference

On-SiteRemoteHybrid
Location: Oak Ridge, TNKnoxville, TNMaryville, TNClinton, TN
Open to relocation: Yes

Salary Range

45000/yr - 200000/yr

Important To Me

Career advancementWork-life balanceWork from home optionPaid time offTeam Building / Company RetreatsPaid sick leave401k matchCompany CulturePersonal development programs

Summary

Experienced IT Support Professional with 20+ years of experience providing Tier 2 desktop, hardware, software, network, and end-user support across enterprise environments. Skilled in troubleshooting complex technical issues, managing escalations, supporting Microsoft 365 environments, and maintaining high customer satisfaction while meeting SLA requirements. Proven ability to support 500+ users, resolve high-volume technical incidents, minimize downtime, and deliver exceptional remote and onsite technical support. Bilingual in English and Spanish.

Overview

25
25
years of professional experience
1
1
Certification
1
1

Virtualization hyper-v

Work History

Tier 2 Service Desk Technician

SAIC / U.S. Department of Transportation (DOT)
Oak Ridge, TN
12.2020 - 01.2026
  • Provided Tier 2 technical support for 500+ end users in a large enterprise environment, resolving escalated hardware, software, network, and Microsoft 365 issues.
  • Resolved an average of 30–50 technical incidents and service requests daily while consistently meeting SLA requirements and maintaining high customer satisfaction.
  • Administered Microsoft Entra ID (Azure AD) and Active Directory user accounts, security groups, permissions, account provisioning, deprovisioning, and user access management.
  • Supported Exchange Online, Outlook, Microsoft Teams, and Zoom, ensuring reliable communication and collaboration services across the enterprise.
  • Configured and managed Multi-Factor Authentication (MFA), Microsoft Authenticator, password reset requests, and identity verification processes.
  • Managed and supported Intune/Endpoint Manager, mobile device enrollment, compliance policies, endpoint configurations, and device lifecycle management.
  • Implemented and supported BitLocker encryption, endpoint security controls, and organizational security policies.
  • Diagnosed and resolved wired and wireless network connectivity issues, including LAN/WAN access, VPN connections, Citrix sessions, DNS resolution, DHCP assignment, and Wi-Fi performance problems.
  • Troubleshot operating system, email, application, authentication, and network-related incidents, minimizing user downtime.
  • Delivered remote workforce support and onsite technical assistance for desktops, laptops, printers, mobile devices, and peripherals.
  • Supported and troubleshot Zoom and Microsoft Teams conferencing platforms, including meeting configuration, audio/video issues, permissions management, and connectivity troubleshooting.
  • Utilized Bomgar/BeyondTrust and ServiceNow to diagnose, document, track, and resolve incidents while maintaining accurate knowledge base documentation.
  • Assisted with SCCM imaging, Windows deployments, software installations, patch management, hardware inventory tracking, asset management, and large-scale hardware refresh projects.
  • Trained end users on Microsoft 365 applications, collaboration tools, and technology best practices to improve productivity and adoption.

IT Support Specialist

Goodwill Industries
Queens, NY
01.2001 - 01.2020
  • Provided technical support for 100+ users across multiple retail and administrative locations.
  • Installed, configured, and maintained desktops, laptops, POS systems, servers, and network devices supporting daily business operations.
  • Performed workstation imaging, deployments, upgrades, and lifecycle refresh projects, ensuring reliable system performance.
  • Diagnosed and repaired hardware and software issues, reducing downtime and improving end-user productivity.
  • Supported LAN/WAN connectivity, wireless networking, VoIP systems, video conferencing solutions, and office technology across multiple locations.
  • Managed backup and recovery processes to support business continuity and data protection.
  • Delivered onsite and remote technical support to satellite locations throughout the organization.
  • Trained end users on business applications, hardware, and technology best practices, improving adoption and efficiency.
  • Assisted with software rollouts, hardware upgrades, and technology improvement initiatives across multiple departments.

Education

Workforce Development - Business Communications, Mathematics, Microsoft Office, Server Virtualization

Bronx, NY

Associate Degree - Travel & Tourism

Taylor Business Institute
New York, NY

High School -

William Taft High School
Bronx, NY

Skills

  • Windows 10/11
  • Windows Server
  • Microsoft 365
  • Microsoft Entra ID (Azure AD)
  • Active Directory
  • Exchange Online
  • Outlook
  • Microsoft Teams Administration
  • SCCM
  • Group Policy (GPO)
  • Intune/Endpoint Manager
  • BitLocker
  • Multi-Factor Authentication (MFA)
  • Microsoft Authenticator
  • Azure MFA
  • Account Provisioning & Deprovisioning
  • User Access Management
  • Security Groups
  • Password Reset Management
  • Endpoint Security
  • Microsoft Teams
  • Zoom
  • Outlook Support
  • Video Conferencing Support
  • TCP/IP
  • DNS
  • DHCP
  • VPN Support & Troubleshooting
  • Wireless Networking (Wi-Fi)
  • LAN/WAN Support
  • Network Connectivity Troubleshooting
  • Citrix
  • Remote Access Technologies
  • Network Printer Connectivity
  • Bomgar/BeyondTrust
  • Remote Desktop
  • Remote Assistance Tools
  • Remote Workforce Support
  • ServiceNow
  • Remedy
  • IPhone
  • IPad
  • Android
  • Mobile Device Enrollment & Management (MDM)
  • Desktop & Laptop Repair
  • Windows Deployment
  • SCCM Imaging
  • Software Installation & Upgrades
  • Device Lifecycle Management
  • Hardware Refresh Projects
  • Printer Administration
  • MFP Devices
  • Peripheral Support
  • Incident Management
  • Request Fulfillment
  • Asset Management
  • IT Hardware Inventory
  • Knowledge Base Documentation
  • Technical Training
  • End User Support
  • SLA Compliance
  • ITIL

Certification

  • HDI Support Center Certification
  • Microsoft Office Certification
  • Server Virtualization (Hyper-V & System Center)

Timeline

Tier 2 Service Desk Technician

SAIC / U.S. Department of Transportation (DOT)
12.2020 - 01.2026

IT Support Specialist

Goodwill Industries
01.2001 - 01.2020

Workforce Development - Business Communications, Mathematics, Microsoft Office, Server Virtualization

Associate Degree - Travel & Tourism

Taylor Business Institute

High School -

William Taft High School

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EDWARD AQUINO