MITCHELL R. PETAIN
Poquoson,VA
Summary
Dedicated IT Support Professional with a proven track record of delivering exceptional customer service and effectively resolving technical issues. Expertise in troubleshooting and problem-solving, combined with strong communication skills, ensures a seamless user experience. Seeking to leverage technical acumen and customer service expertise in a Service Desk Technical Lead role to drive team success and enhance service delivery. Committed to fostering a collaborative environment that prioritizes client satisfaction and operational efficiency.
Overview
1
1
year of professional experience
1
1
Certification
Work History
SMIT Service Desk Tier I Technician
Leidos
11.2025 - Current
- Diagnose and resolve complex software, hardware, and network issues for clients, guiding users through step-by-step solutions to restore functionality
- Use Knowledge Base Information Systems to analyze routine situations
- Prioritize and execute incoming verbal/system requests, improving workflow efficiency through accurate coding and proactive time management
- Resolve complex internal database issues independently and collaborate with agents/tech leads
- Mentors and provides operational support to other agents
- Performs problem diagnosis and guiding users through step-by-step solutions and provide vital technical support to end-users
- Instruct users in the use of PCs and networks
- Serves as an NNPI trainer for over 10 Tier 1 agents
- Utilizes NNPI and SIPR platforms as a Tier 1 Technician
- Hold a Secret Security Clearance
IT Service Desk Analyst
SAIC
01.2025 - 11.2025
- Provided secure end-to-end information technology (IT) services to more than 400,000 hardware devices used by more than 650,000 users at nearly 1,700 Continental United States (CONUS) and Outside of the Continental United States (OCONUS) sites worldwide via the Navy Marine Corps Intranet (NMCI), OCONUS Navy Enterprise Network (ONE-Net), Marine Corps Enterprise Network (MCEN) and other legacy networks
- Operated as the initial point of contact for customers via telephone, email or live chat to provide technical support for hardware, systems, sub-systems and/or applications
- Assisted end-users/customers in resolving their IT issues accurately and promptly
- Take detailed notes of the problem the user is experiencing, determines steps they can take to resolve the issue, and manages the flow of incoming support requests
- Troubleshoot complex technical issues by performing remote diagnostic sessions to configure system settings and optimize application performance
- Resolved complex network connectivity issues for remote employees, ensuring uninterrupted access to the corporate network and reducing downtime
- Supported users by performing system tests and updates after they complete their troubleshooting and necessary repairs
- Supported department-wide operations by supporting the creation, editing, and maintenance of IT documents
- Hold a Secret Security Clearance
Education
Bachelor of Science - Software Development
ECPI University
Newport News, VA03.2024
Associate of Science - Cyber and Information Security Technology
ECPI University
Newport News, VA05.2021
Skills
- IT Support
- Troubleshooting
- System Implementation
- Team Leadership
- Problem Solving
- Customer Service
- Technical Skills – Proficient in various IT systems
- Problem Solving – Adept at diagnosing and resolving issues
- Customer Service – Excellent customer service skills
Certification
Jan 2025 - CompTIA Security+
Timeline
SMIT Service Desk Tier I Technician
Leidos
11.2025 - Current
IT Service Desk Analyst
SAIC
01.2025 - 11.2025
Associate of Science - Cyber and Information Security Technology
ECPI University
Bachelor of Science - Software Development
ECPI University