Khimani Ross
Raleigh,NC
Summary
Desktop Support Engineer with 8+ years of experience supporting enterprise, education, and corporate environments. Strong background in Tier 2/3 support, system imaging, endpoint management, and troubleshooting complex hardware and software issues. Hands-on experience with SCCM, MDT, Intune, Active Directory, and Azure DevOps. Known for resolving issues quickly, supporting large user environments, and improving IT processes.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Desktop Support Engineer
NC Farm Bureau Mutual Insurance
Raleigh, NC
09.2025 - Current
- Provided Tier 3 technical support for enterprise users, resolving complex hardware, software, and network issues.
- Managed and deployed system images using MDT, WinPE, and DISM, including image capturing and deployment processes.
- Supported Azure DevOps (ADO) workflows, assisting with project tracking, task management and system improvements.
- Diagnosed and repaired printer hardware and network printing issues across multiple office locations
- Performed advanced troubleshooting for Windows operating systems, applications, and device configurations.
IT Technician II
Wilson County Public Schools
Wilson, NC
03.2025 - 09.2025
- Install, configure, and maintain laptops, desktops, tablets, and chromebooks across the school district.
- Standardize imaging processes and software installation for all staff and student devices.
- Provide end-user support and classroom tech training for teachers and administrators.
- Set up labs, A/V systems, and assist with educational tech integration.
Senior Desktop Support Technician
ThyssenKrupp Elevator
Atlanta, GA
06.2023 - 03.2025
- Delivered hands-on and remote IT support for 200+ users across all departments.
- Imaged/re-imaged computers, resolved technical issues with dual/triple monitor setups
- Supported both on-site and remote employees in real time with device and connectivity issues.
- Contributed to large-scale equipment upgrades and user onboarding projects.
Help Desk Analyst
Warner Bros. Television
Atlanta, GA
09.2022 - 06.2023
- Provided Tier 1 supports via phone, email, and chat using ServiceNow.
- Assisted users with account/password resets, access requests, and troubleshooting.
- Supported office reloation and equipment setup for incoming teams.
Manager of Technology
De La Salle High School
Chicago, IL
05.2019 - 09.2022
- Directed all school technology operations including infrastructure upgrades and system repairs.
- Created help tickets, imaged devices, and resolved hardware/software complaints.
- Handles minor server and networking issues, ensuring minimal downtime for faculty and staff.
- Provided technical support and training for faculty and administrative staff
Education
Computer Support Associate - Information Technology
Moraine Valley Community College
Palos Hills, IL05.2018
Skills
- Windows / macOS Support Microsoft 365 / Office 365 Remote Desktop & Intune
- ServiceNow & Ticketing Systems, Imaging & Deployment (SCCM, JAMF) Active Directory
- Account Management Chromebooks & AV Equipment Onboarding / End-User Training
- Hardware & Software Troubleshooting Networking Fundamentals Additional training in HTML
- & CSS Fundamentals, Java Programming Basics, PHP for beginners, and Python Core Concepts
Certification
CompTia Network+ (Expired - Knowledge retained)
Google IT Support Certificate
Cisco IT Essentials
Microsoft 365 Certified: Modern Desktop Administrator
Timeline
Desktop Support Engineer
NC Farm Bureau Mutual Insurance
09.2025 - Current
IT Technician II
Wilson County Public Schools
03.2025 - 09.2025
Senior Desktop Support Technician
ThyssenKrupp Elevator
06.2023 - 03.2025
Help Desk Analyst
Warner Bros. Television
09.2022 - 06.2023
Manager of Technology
De La Salle High School
05.2019 - 09.2022
Computer Support Associate - Information Technology
Moraine Valley Community College