Jonathan Fenwick
Washington,DC
Summary
IT Support Professional experienced in delivering desktop support and executive white-glove service. Achieved successful technology transitions, including leading a full agency relocation, while maintaining high user satisfaction and compliance. Expertise encompasses Active Directory, Microsoft Intune, and asset management.
Overview
1
1
year of post-secondary education
16
16
years of professional experience
Work History
Product Support Analyst II
Department of Housing and Urban Development
Washington, DC
10.2025 - Current
- Provided Tier 2 desktop, mobile, and executive support to agency staff and senior leadership, troubleshooting hardware, software, VPN, network, and application issues through ticketing system, phone, email, chat, and deskside, ensuring thorough documentation from intake to resolution.
- Administer Active Directory and Microsoft 365 accounts, including provisioning, password resets, unlocks, and access management, and manage endpoints and mobile devices (iPhones, iPads) through Microsoft Intune with security compliance.
- Install, configure, and image Windows 10/11 laptops and desktops, including software deployment, security tools, and patching support.
- Managed technology equipment inventory, overseeing procurement, deployment, retrieval, and disposition while coordinating OEM vendor and warranty repairs to maintain operational readiness.
- Support meetings, presentations, and AV/conference technology, both in-person and virtual, and train end users on tools and best practices.
- Write and maintain documentation, knowledge base articles, and operating procedures, and analyze recurring issues for root cause and prevention.
- Led technology workstream for agency building move, developed transition plans, and managed team through equipment installs, shipments, inventory control, and distribution to ensure seamless transition.
- (Emunah Technologies)
Product Support Analyst II (Executive Support)
Blue Cross Blue Shield Association
Washington, DC
11.2023 - 10.2025
- Provided white-glove technical support to 30+ senior executives and their assistants across two sites, building trusted relationships and tailoring support to individual needs and preferences.
- Managed support tickets for hardware, software, and connectivity issues, ensuring stakeholders remained informed throughout resolution.
- Supported iPhones and iPads end to end, including enrollment, mail configuration, application setup, account management, and ordering new lines and devices.
- Coordinated technology for conferences, events, and high-stakes meetings, providing on-site guidance for AV, Teams, and presentation systems.
- Managed equipment inventory, procurement, deployment, and retrieval, and supported external visitors and guests with connectivity and collaboration tools.
- Developed knowledge base articles on recurring issues, root causes, and resolutions, enhancing first-contact resolution and team consistency.
Desktop Support Technician
Department of Housing and Urban Development
Washington, DC
06.2015 - 11.2023
- Resolved support tickets for eight years through the Service Desk system, troubleshooting system performance, network connectivity, and software application issues across Windows and Microsoft Office environments.
- Performed PC imaging, Windows and BIOS updates, software installation, and virus remediation across agency deployment and refresh cycles.
- Managed agency mobile device fleet as designated property official, ensuring formal asset accountability and effective resource allocation.
- Served as team leader on IT projects, articulating plans, timetables, and criteria for the team, and monitoring and reporting on status and progress.
- Contributed technical expertise to SOP development, reviewed procedures for accuracy, and engaged in strategic planning and IT policy development.
- Facilitated cross-functional meetings with management, project managers, software developers, and subject matter experts to develop metrics and conduct IT program audits.
- Supported Xerox standalone and multifunction printers with vendor repair coordination, set up and maintained mobile teleconferencing units, and maintained network connections, switches, and LAN closets.
- (Sebenza LLC, Supporting Leidos Contract)
Desktop Support Technician
Environmental Protection Agency
Washington, DC
10.2013 - 05.2015
- Managed help desk tickets in Remedy ticketing system, resolving PC, network connectivity, printer, and software issues to ensure timely support.
- Utilized Active Directory for locating PCs and managing user accounts while installing, moving, and retrieving PCs across the agency to maintain operational efficiency.
- (TEKsystems)
Inventory and Support Technician
Consumer Financial Protection Bureau
Washington, DC
07.2013 - 08.2013
- Conducted inventory of IT assets, tracking users, stock, and disposal items in organized Excel files by building and floor to maintain accurate asset management.
- (Hire Strategy)
- Provided technical support for consumer inquiries and complaints regarding financial products.
- Assisted in troubleshooting software issues across various systems and applications.
- Documented user interactions and resolved technical issues efficiently and accurately.
Technical Support Contractor/IT Specialist
Patton Boggs LLP
Washington, DC
07.2012 - 12.2012
- Maintained and repaired desktops, laptops, servers, printers, copiers, and peripherals for attorneys and staff in major law firm, ensuring operational efficiency and reliability.
- Imaged laptops and desktops with Symantec Ghost, installed network printers via print servers, and provided support for Microsoft Office, Adobe products, and firm-specific legal applications to enhance user experience.
- Set up and troubleshot Apple iPads, iPhones, Blackberry, and Android devices for firm email and network access, tracking assets with Simtrack software to maintain accurate inventory.
PC Technician
Dell
Washington, DC
01.2011 - 06.2011
- Diagnosed hardware and software issues for personal computers.
- Installed, configured, and upgraded operating systems and applications.
- Analyzed and fixed technical issues affecting personal computer performance.
- Assisted with technology refresh project at Department of Housing and Urban Development, decommissioning old PCs and preparing new ones for seamless data migration.
- (Insight Global)
Desktop Support/Install Team/ACR Technician/Move Team (Intern)
Freddie Mac
McLean, VA
08.2010 - 01.2011
- Managed help desk tickets using Remedy ticketing system; executed PC setup, installation, pickups, and tech refresh with asset tagging and inventory entry to ensure operational readiness.
- Executed data retention backups, prepared assets for disposal and recycling, and troubleshot printers and copiers, including cartridge replacement to maintain equipment functionality.
- Collaborated with team members to troubleshoot technical issues affecting workflow.
- Conducted routine inspections to ensure compliance with safety standards and regulations.
- Operated equipment to facilitate the efficient processing of mortgage transactions.
Education
Certificate - desktop support, IT help desk, computer networking, business writing, professional skills, personal finance, customer service
Year Up National Capital Region
Arlington, VA 08.2010 - 08.2011
Skills
- Microsoft 365 support
- Active directory management
- Azure AD provisioning
- Password management
- Access control
- Endpoint management
- Microsoft Intune
- Mobile application management
- Windows 10
- Windows 11
- Imaging and deployment
- Symantec Ghost
- Patching
- Software distribution
- Network troubleshooting
- VPN
- Remote support
- Network infrastructure management
- Audio visual support
- Teams
- Zoom meeting support
- Conference room technology
- Presentation technology
- Ticketing and ITSM
- ServiceNow
- Remedy
- Service Desk
- Queue management
- SLA management
- Escalation
- Technical documentation
- Identity management
- MDM
- OS upgrades
- Migrations
- Hardware
- Component-level troubleshooting
- Repair
- Drives
- RAM
- LCD
- Printers
- Multifunction printer support
- Peripherals
- Network protocols
- Asset management
- Inventory
- Procurement
- Deployment
- Retrieval
- Disposition
- Asset accountability
- Data management tools
- Supplier coordination
- OEM support tickets
- Warranty management
- Asset return process
- Equipment exchange process
- Process leadership
- Team leadership
- Standard operating procedures
- IT policy formulation
- Strategic planning
- Performance metrics
- Audits
- Training documentation
- Knowledge base authorship
- Technical writing
- End-user training
- Executive coaching
- Knowledge base authorship
- Technical writing
- End-user training
- Executive coaching
Leadership And Volunteer Experience
- Comcast Cares Day — volunteered at Ballou Senior High School (DCPS), contributing to a more welcoming environment for students.
- Georgetown Business Plan Competition — created and presented a business plan to a panel of judges, achieving second place.
Certifications And Clearance
- Comcast Cares Day — volunteered at Ballou Senior High School (DCPS), contributing to a more welcoming environment for students.
- Georgetown Business Plan Competition — created and presented a business plan to a panel of judges, achieving second place.
Timeline
Product Support Analyst II
Department of Housing and Urban Development
10.2025 - Current
Product Support Analyst II (Executive Support)
Blue Cross Blue Shield Association
11.2023 - 10.2025
Desktop Support Technician
Department of Housing and Urban Development
06.2015 - 11.2023
Desktop Support Technician
Environmental Protection Agency
10.2013 - 05.2015
Inventory and Support Technician
Consumer Financial Protection Bureau
07.2013 - 08.2013
Technical Support Contractor/IT Specialist
Patton Boggs LLP
07.2012 - 12.2012
PC Technician
Dell
01.2011 - 06.2011
Certificate - desktop support, IT help desk, computer networking, business writing, professional skills, personal finance, customer service
Year Up National Capital Region
08.2010 - 08.2011
Desktop Support/Install Team/ACR Technician/Move Team (Intern)
Freddie Mac
08.2010 - 01.2011