Matthew Lusby
Baltimore,MD
Summary
Resourceful Technical Support Engineer polished in restoring system functionality by quickly assessing and resolving diverse hardware and software problems. First-rate troubleshooting, diagnostic, and repair skills combined with strong attention to detail and systematic approach.
Resourceful Desktop Support Engineer known for high productivity and efficient task completion. Possess specialized skills in system troubleshooting, network configuration, and software installation. Excel in problem-solving, communication, and teamwork, ensuring smooth IT operations.
Overview
18
18
years of professional experience
2020
2020
years of post-secondary education
1
1
Certification
Work History
Desktop Support Engineer
Aranea Solutions
Patuxent River, MD
03.2008 - 04.2012
- Installed and configured desktop systems for end-users across multiple departments.
- Provided troubleshooting support for hardware and software issues on various devices.
- Assisted users with application installations and updates to ensure functionality.
- Documented technical procedures and user guides for future reference and training.
- Collaborated with IT team to improve desktop support processes and workflows.
- Maintained inventory of hardware components and managed equipment replacements.
- Responded to user inquiries via phone, email, and in-person with professionalism.
- Conducted regular maintenance checks on desktop systems to ensure optimal performance.
- Installed, configured and maintained computer hardware, software and peripherals.
- Troubleshot network connectivity issues for both wired and wireless connections.
- Provided technical assistance to users in person, via phone or email.
Helpdesk Support Engineer
GSA
Washington, DC
01.2004 - 02.2008
- Diagnosed and resolved user-reported issues through troubleshooting methods.
- Assisted users with account access and password resets using internal systems.
- Documented support requests and resolutions in the ticketing system for tracking.
- Collaborated with IT teams to improve system performance and user experience.
- Responded promptly to helpdesk inquiries via phone, email, and chat channels.
- Tested network connections for proper functionality and speed optimization.
- Responded quickly to customer inquiries via email or telephone calls.
- Installed anti-virus protection on all company devices.
- Documented all helpdesk interactions in a ticketing system.
- Diagnosed system errors using various diagnostic tools.
- Assisted with installation of new hardware and software systems.
- Configured computers, laptops, printers, and other peripherals for users.
- Provided guidance to junior technicians regarding best practices in IT support.
- Created user accounts and assigned security access levels.
- Troubleshot network connectivity issues for both wired and wireless connections.
- Provided technical support to customers over the phone and in person.
Desktop Support Lead
National Geographic
Washington, DC
10.2000 - 12.2003
- Led desktop support team to resolve technical issues efficiently.
- Managed software installations and updates across multiple systems.
- Trained staff on new hardware and software applications.
- Coordinated with IT departments to ensure network functionality.
- Provided one-on-one support for executive-level staff technology needs.
- Implemented best practices for maintaining computer security protocols.
- Responded quickly to customer inquiries regarding technical support requests via phone or email.
- Installed new workstations, laptops and other computer peripherals.
- Troubleshooted network connectivity issues with routers, switches, firewalls and other networking equipment.
- Provided technical assistance to end-users in resolving hardware, software and network related issues.
- Monitored system performance to ensure optimal functioning of all hardware and software components.
- Developed and maintained user accounts, profiles, file permissions, disk quotas and system security.
- Performed system administration tasks such as server backups, patch management and software updates.
Network Technician
Department of Navy
Washington, DC
11.1997 - 09.2000
- Configured and maintained network hardware for secure communications.
- Diagnosed and resolved network connectivity issues swiftly.
- Monitored network performance to ensure reliability and efficiency.
- Assisted in the implementation of cybersecurity protocols and measures.
- Collaborated with IT teams to upgrade systems and software tools.
- Documented network configurations and changes for compliance purposes.
- Supported troubleshooting efforts by analyzing system logs and reports.
- Set up and installed network cabling infrastructure.
- Installed and managed connected hardware and application components to assure nonstop environment operations.
- Resolved routing, wireless and other network-related issues.
- Analyzed network issues, developing fixes and troubleshooting problems to maintain organizational effectiveness.
- Tested and evaluated network systems to eliminate problems and make improvements.
- Configured, monitored and maintained network hardware, software and communication links.
- Handled equipment repairs and related trouble reporting.
- Performed troubleshooting activities to identify and repair equipment failures or configuration issues.
- Provided technical support to users experiencing difficulties with their computer systems or networks.
Help Desk Technician
MCI Worldcom
Pentagon City, NV
09.1994 - 10.1997
- Provided technical support for hardware and software issues to end-users.
- Diagnosed and troubleshot network connectivity problems across multiple systems.
- Documented support requests and resolutions in ticketing system for tracking.
- Collaborated with IT team to implement system upgrades and patches efficiently.
- Maintained inventory of computer equipment and software licenses effectively.
- Responded to inquiries via phone, email, and chat, ensuring timely assistance.
- Provided technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
- Performed troubleshooting to diagnose and resolve technical issues.
- Created new accounts, reset passwords, and configured access to servers and file management software for users.
Education
Associate of Science - Computer Science
College of Southern Maryland
La Plata, MD 09.1997 - 11.2025
Information Technology - Field Service And Information Technology
TESST Computer Institute
Alexandria, VA 05.1993 - 05.1994
GED
Washington, DCSkills
- Technical support
- Network troubleshooting
- Software installation
- User training
- Problem resolution
- Helpdesk management
- System documentation
- Cybersecurity protocols
- Inventory management
- Cloud-based software deployment
- Active Directory management
- Adaptability to change
- IT security protocols
- Data security
- Mobile device management
- Advanced troubleshooting
- Ticketing system proficiency
- Virus and malware removal
- End user support
- Local area networking
- Network and server management
- Troubleshooting and diagnosis
- Windows operating system
- Virtualization technologies
- System administration
- Remote diagnostics
- Help desk experience
- Troubleshooting and Diagnostics
- Patch management
- Remote desktop support
- Operating systems
- Issue resolution
- Technical support expertise
- Network connectivity
- Application installations
- Hardware and software upgrades
- Microsoft windows and office
- Account administration
Certification
- CompTia A+
- MCP
Timeline
Desktop Support Engineer
Aranea Solutions
03.2008 - 04.2012
Helpdesk Support Engineer
GSA
01.2004 - 02.2008
Desktop Support Lead
National Geographic
10.2000 - 12.2003
Network Technician
Department of Navy
11.1997 - 09.2000
Associate of Science - Computer Science
College of Southern Maryland
09.1997 - 11.2025
Help Desk Technician
MCI Worldcom
09.1994 - 10.1997
Information Technology - Field Service And Information Technology
TESST Computer Institute
05.1993 - 05.1994
GED