Jeremy Wigenton
Washington,DC
Summary
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.
IT professional with significant experience in troubleshooting, network administration, and system maintenance. Known for strong focus on team collaboration and consistently delivering results. Adaptive and reliable, skilled in hardware and software support, cybersecurity practices, and customer service.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Network/System Administrator
Melnor Inc
Winchester, VA
07.2025 - Current
- Promoted to Network/Systems Administrator in recognition of leadership, dedication, professionalism, and strong communication skills.
- Led enterprise PC refresh initiative ensuring all desktops and laptops met Windows 11 compatibility requirements.
- Designed and executed file server modernization, replacing unhealthy DFS infrastructure with Windows Server 2022 NTFS file servers using RoboCopy and PowerShell, ensuring zero data loss and role-based permission inheritance.
- Led deployment of Apple Business Manager to establish centralized control of Apple IDs for all company-owned iOS and macOS devices.
- Implemented Addigy MDM and security platform for centralized management and protection of Apple mobile devices and Macintosh computers.
- Deployed Keeper Security Enterprise, including browser extensions, cloud storage, dark web monitoring, and an Azure-hosted Keeper Automator for secure device-based access approvals.
- Collaborated with external vendors to apply firmware, operating system, VMware, and SAP B1 / SAP HANA updates in preparation for ERP Go-Live.
- Led network infrastructure refresh, replacing legacy hardware with Cisco Meraki and managing IP address spaces, VLANs, subnets, DHCP scopes, and firmware updates.
- Executed migration of user home directories to OneDrive with zero data loss, reducing on-premises storage utilization.
- Built and deployed new Windows Server virtual machines supporting SAP, EDI integrations, departmental file services, and marketing assets, freeing over 10TB of storage capacity.
- Led deployment of Datto SIRIS S5-24 BCDR solution, implementing long-term cloud retention and comprehensive backups for virtual machines, file shares, and endpoints.
- Supported SAP Business One Go-Live through cross-functional collaboration with internal teams, consultants, and vendors.
- Planned and provided on-site support during infrastructure power upgrades, including new UPS installations and server room power rebalancing.
- Led IT team efforts to support and protect legacy IBM iSeries Power9 (Infor LX) system, including month-end and year-end close, EDI, barcode labeling, and operational support.
IT Technician II
Melnor Inc
Winchester, VA
04.2024 - 07.2025
- Maintained over 100 endpoints including Mobile Devices, Workstations, and Servers.
- Maintained and Secured Microsoft 365 Hybrid Environment.
- Improved network efficiency by optimizing configurations and implementing necessary updates.
- Managed inventory of hardware and software assets, ensuring proper allocation and maintenance throughout their lifecycle.
- Delivered end-user training on various IT tools and platforms, promoting self-sufficiency among staff members.
- Set up PCs, projectors, and microphones for use in video conferencing rooms.
- Developed user documentation and training materials to improve user proficiency with technology solutions.
- Trained junior staff on troubleshooting techniques and best practices in IT support services.
- Used ticketing systems to manage and process support actions and requests.
- Installed and configured operating systems and applications.
Service Desk Coordinator
Inspyr Solutions
Winchester, VA
03.2023 - 04.2024
- Improved communication between the service desk team and clients through clear documentation and regular updates on issue status.
- Maintained accurate records of all service desk activities, enabling data-driven improvements to operations.
- Managed the prioritization of service requests, ensuring timely completion of critical tasks.
- Supported company-wide system upgrades by coordinating with IT teams and communicating potential impacts on end users.
- Reduced downtime for users by providing effective remote technical support when needed.
- Implemented service desk best practices, improving overall team performance and productivity.
- Completed calls under the team average.
Service Desk Technician
Randstad
Remote
10.2022 - 03.2023
- Collaborated with team members to maintain consistency in service delivery and support quality.
- Improved user experience by creating user-friendly guides on how to use various tools and applications relevant to their job functions.
- Boosted first-call resolution rates with thorough troubleshooting and problem-solving skills.
- Managed ticketing system effectively, prioritizing tasks based on urgency and impact on business operations.
- Reduced downtime by proactively identifying and resolving technical problems.
- Enhanced customer satisfaction by promptly addressing and resolving service desk issues.
Service Desk Analyst
Human Touch LLC
Arlington, VA
10.2021 - 10.2022
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Engaged in user support interactions via telephone, chat and email platforms.
- Proactively identified recurring issues and worked with relevant departments to implement solutions.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for end users.
- Supported a diverse range of users across multiple locations by addressing software, hardware, and network issues effectively.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Coordinated hardware replacements/upgrades when necessary for end-user devices.
- Provided after-hours support as needed to minimize business impact during downtime events.
Technical Support Representative
Alorica
Remote
04.2021 - 10.2021
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
Education
Associate of Applied Science - General Studies
Northern Virginia Community College
Annandale, VABachelor of Science - Cloud And Network Engineering
Western Governors University
Salt Lake City, UT12-2027
Skills
- Hardware Installation
- Software configuration
- IT Documentation
- IT Asset Management
- Wireless Networking
- User Training
- Incident Management
- Network troubleshooting
- System administration
- Application installations
- Desktop technical support
- Technical support
Certification
Comptia A+
Comptia ITF+
Comptia Server +
ITILv4
AZ-900
SC-900
MS-900
Google IT Support Certificate
Timeline
Network/System Administrator
Melnor Inc
07.2025 - Current
IT Technician II
Melnor Inc
04.2024 - 07.2025
Service Desk Coordinator
Inspyr Solutions
03.2023 - 04.2024
Service Desk Technician
Randstad
10.2022 - 03.2023
Service Desk Analyst
Human Touch LLC
10.2021 - 10.2022
Technical Support Representative
Alorica
04.2021 - 10.2021
Associate of Applied Science - General Studies
Northern Virginia Community College
Bachelor of Science - Cloud And Network Engineering
Western Governors University