McAlan Lochard
Brooklyn
Summary
IT Support Specialist with 2+ years of experience supporting technology devices, troubleshooting hardware and software issues, configuring mobile devices, and delivering exceptional end-user support in fast-paced environments. Cybersecurity & System Administration certified with experience in Windows administration, Microsoft 365, networking fundamentals, device deployment, inventory management, and technical troubleshooting. Strong analytical, customer service, and communication skills with a passion for solving technical problems.
Overview
4
4
years of professional experience
Work History
Retail Store Manager
Wireless Vision
Brooklyn
03.2025 - 05.2026
- Provided technical support for mobile devices, business applications, and wireless solutions in a fast-paced retail environment.
- Configured smartphones, tablets, hotspots, wearables, and business devices for customers and employees.
- Diagnosed and resolved hardware, software, operating system, and connectivity issues.
- Performed data transfers, software installations, operating system updates, backups, and device restorations.
- Maintained store technology, including POS systems, payment terminals, printers, and networking equipment.
- Managed inventory of technology devices and accessories while ensuring accurate asset tracking.
- Trained and mentored employees on troubleshooting techniques, cybersecurity best practices, and new technology solutions.
- Led daily store operations while consistently meeting performance, customer satisfaction, and operational goals.
- Scheduling
Retail Store Associate
Arch Telecom
New York
11.2024 - 03.2025
- Configured and activated smartphones, tablets, smartwatches, and wireless devices for consumer and business customers.
- Assisted with software installation, email configuration, cloud backups, and device synchronization.
- Troubleshot hardware, software, and account-related issues to minimize customer downtime.
- Performed device migrations, factory resets, operating system updates, and data recovery.
- Educated customers on device security, multi-factor authentication, cloud storage, and best practices.
- Maintained inventory accuracy and prepared devices for customer deployment.
- Collaborated with team members to provide timely technical support and exceptional customer experiences.
IT Help Desk Technician
Nagarro
New York
07.2022 - 11.2024
- Provided Tier 1 and Tier 2 technical support to employees through phone, email, chat, and remote support tools.
- Installed, configured, and deployed Windows laptops, desktops, monitors, printers, docking stations, and mobile devices for new and existing employees.
- Supported employee onboarding by imaging, configuring, and preparing laptops with required software, user accounts, and security settings.
- Managed user accounts, password resets, and permissions using Microsoft 365 and Active Directory.
- Diagnosed and resolved hardware, software, operating system, VPN, printer, email, and network connectivity issues while meeting service level agreements (SLAs).
- Enrolled, configured, and supported company-owned iOS and Android devices using Mobile Device Management (MDM) solutions.
- Installed software, security updates, drivers, and operating system patches to maintain secure and reliable systems.
- Documented incidents, service requests, and troubleshooting procedures using an IT ticketing system while maintaining accurate records.
- Maintained inventory and lifecycle tracking of laptops, desktops, monitors, peripherals, and other IT assets.
- Escalated complex technical issues to senior engineers and infrastructure teams when necessary while ensuring timely resolution.
- Delivered excellent customer service by communicating technical concepts clearly to users of varying technical backgrounds.
Education
Baldwin Senior High School
Baldwin, NYCybersecurity & System Administration Certificate Program - Windows Administration, Active Directory, Networking, Endpoint Security, Identity & Access Management, IT Support Fundamentals
Some College (No Degree) - Information Technology
Nassau Community College
Garden City, NYSkills
- Operating Systems: Windows 10/11, macOS, iOS, AndroidHardware: Desktop PCs, Laptops, Printers, Scanners, POS Systems, Mobile DevicesSoftware: Microsoft 365, Outlook, Teams, Office SuiteSystems: Active Directory (Basic), Password Management, User Account SetupNetworking: TCP/IP, DNS, DHCP, Wi-Fi, VPN, Network TroubleshootingSupport:Help Desk Support
Device Imaging & Deployment
Hardware Diagnostics
Software Installation
Device Configuration
Mobile Device Management (MDM)
Technical Documentation
Inventory Management
CORE COMPETENCIES
- IT Help Desk
- Desktop Support
- Technical Troubleshooting
- End-User Support
- Laptop Deployment
- Hardware Installation
- Software Configuration
- Device Imaging
- Windows Administration
- Microsoft 365
- Active Directory
- Mobile Device Management
- Inventory & Asset Management
- Customer Service
- Technical Documentation
- Problem Solving
Open To
NYC Onsite Opportunities
Technical Projects And Experience
- Active Directory administration, user provisioning, GPO management, Windows Server administration.
- Endpoint management, device imaging, hardware/software troubleshooting, macOS and Windows support.
- Network troubleshooting including DNS, DHCP, VPN, and TCP/IP connectivity issues.
- Microsoft 365 and Google Workspace administration, account management, and access provisioning.
- Cybersecurity fundamentals, vulnerability assessments, endpoint security, and access controls.
- Help desk support, ticket management, documentation, and customer-focused technical assistance.
Timeline
Retail Store Manager
Wireless Vision
03.2025 - 05.2026
Retail Store Associate
Arch Telecom
11.2024 - 03.2025
IT Help Desk Technician
Nagarro
07.2022 - 11.2024
Baldwin Senior High School
Cybersecurity & System Administration Certificate Program - Windows Administration, Active Directory, Networking, Endpoint Security, Identity & Access Management, IT Support Fundamentals
Some College (No Degree) - Information Technology
Nassau Community College