Katarina Stanisljevic
IT Specialist - Tier 2
Washington DC
Work Preference
Job Search Status
Not actively lookingDesired Job Title
Customer Service EngineerIT Support SpecialistPrivate IT ConsultantIT TechnicianWork Type
Full TimeSummary
IT Support Specialist with strong experience supporting enterprise environments across both Mac and Windows operating systems. Skilled in device management and Active Directory administration, with a consistent record of resolving complex technical issues.
Overview
23
23
years of professional experience
Work History
Customer Service Engineer
Kentro
Washington, USA
05.2025 - Current
- Support the MacOS Windows device lifecycle, including provisioning, patching, upgrades, compliance, and decommissioning.
- Troubleshoot MacOS and Windows technical issues and optimize system configurations in collaboration with the IT Leads and team members.
- Executed commands and scripting tasks under guidance of the macOS Lead, utilizing BASH scripting and Apple development practices to enhance operational efficiency.
- Assisted in implementing and maintaining macOS baseline configurations
- Participate in testing, validation, and deployment of OS upgrades and new enterprise macOS software.
- Documented technical procedures, baseline configurations, and troubleshooting steps to facilitate knowledge sharing.
- Created and delivered reporting and status updates for macOS engineering initiatives.
- Delivered IT support both within Windows and Mac Operating System to VIP customers.
IT Support Specialist
By Light IT Services
Washington, USA
06.2023 - 03.2025
- Provide Tier 1 & 2 technical support for Department of Veterans Affairs personnel.
- Resolved IT service requests via Snow Ticketing System, ensuring adherence to SLA.
- Administer Active Directory including user accounts and security settings.
- Deploy, configure, and support desktops, laptops, and Apple devices.
- Utilize Workspace ONE for enterprise Apple device management.
- Troubleshoot printers, applications, and network performance.
- Assist with infrastructure upgrades and new technology rollouts both Windows and Mac Operating Systems.
- Managed ticketing system to prioritize and track IT support requests, enhancing response efficiency.
- Documented support processes and created user guides for common issues, improving user self-service capabilities.
- Evaluated and recommended IT solutions to enhance operational efficiency.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Conducted remote diagnostics to identify and solve technical problems.
Private IT Consultant
Washington, USA
08.2013 - 05.2023
- Delivered comprehensive IT support to enhance user experience for individuals and small businesses.
- Configured Microsoft 365 accounts and cloud applications to streamline communication and collaboration.
- Troubleshot routers, networks, and security configurations.
- Resolved smartphone and smart device issues to ensure optimal functionality for users.
- Performed backups, recovery, and device optimization.
- Managed Apple devices through Workspace ONE compliance policies.
Junior Technician
XMoodz
Springfield, USA
08.2012 - 08.2013
- Diagnosed and repaired PCs, Macs, and gaming consoles, ensuring functionality and customer satisfaction.
- Replaced GPU components and conducted board-level repairs.
- Maintained network and domain server operations to support seamless connectivity and user access.
- Provided technical support via phone, email, and on-site visits.
- Processed service tickets and managed repair documentation, streamlining workflow and enhancing response times.
- Maintained and repaired equipment to ensure optimal performance.
IT Technician
Niccom
Banja Luka, Bosnia & Herzegovina
06.2003 - 07.2007
- Administered Active Directory to manage user accounts and maintain security protocols.
- Troubleshot and resolved enterprise hardware and software issues to enhance system reliability.
- Identified and repaired malfunctioning hardware components in systems.
- Built and configured custom PC systems.
- Provided training and optimization services to improve user proficiency and system performance.
Education
High School Diploma -
01-2003
Associate of Arts - Graphic Design
UX Design Professional Certificate
Skills
- IT service management
- Windows troubleshooting
- MacOS support
- Active Directory administration
- Software deployment
- BASH scripting
Languages
English
Native/ Bilingual
Serbian
Native/ Bilingual
Timeline
Customer Service Engineer - Kentro
05.2025 - Current
IT Support Specialist - By Light IT Services
06.2023 - 03.2025
Private IT Consultant -
08.2013 - 05.2023
Junior Technician - XMoodz
08.2012 - 08.2013
IT Technician - Niccom
06.2003 - 07.2007
Agricultural School - High School Diploma,
Montgomery Collage - Associate of Arts, Graphic Design
Coursera - , UX Design Professional Certificate
A+ Certification Course - ,