Nathan Dew
Desktop Support Analyst
Denver,CO
Summary
Systems-focused IT professional with 3+ years of enterprise support experience in Windows domain environments. Currently operating in a Tier 2 support role, handling escalated issues, Active Directory access management, and large-scale device deployments. Experienced in troubleshooting authentication, network, and endpoint issues while collaborating with infrastructure teams. Actively developing skills in server administration and enterprise systems to transition into a System Administrator role.
Overview
5
5
years of professional experience
Work History
Desktop Support Analyst (Tier 2)
National Jewish Health
Denver, CO
09.2025 - Current
- Act as Tier 2 escalation point for complex desktop, account, and connectivity issues in an enterprise Windows domain environment
- Support large-scale Windows 11 deployment including imaging, provisioning, and migrations
- Manage Active Directory user accounts and group memberships, supporting access control and permissions
- Troubleshoot authentication, DNS, VPN, and network-related issues impacting enterprise users
- Collaborate with Systems and Infrastructure teams to resolve backend and server-related issues
- Document technical procedures and contribute to SOPs and internal knowledge base
Desktop Support Analyst (Tier 1 / Tier 2)
Decision Point
Denver, United States
03.2023 - 09.2025
- Provided Tier 1 and Tier 2 support in a 3,000+ user enterprise environment across multiple departments
- Administered Active Directory and Azure AD (access control, MFA, account troubleshooting)
- Troubleshot hardware, software, and network issues including VPN and authentication
- Performed system imaging, deployments, and endpoint configuration
Computer Repair Technician
Riverside Technologies Inc.
Des Moines, United States
03.2021 - 03.2023
- Performed hardware repairs and OS deployments
Education
High School Diploma
Indianola, IA 05.2001 -
Skills
- Active Directory (User & Group Management)
- Windows Domain Environment
- DNS / VPN Troubleshooting
- Windows 10/11 & macOS Support
- Imaging & Deployment
- Group Policy (GPO)
Technical Projects
- Built a home lab with Active Directory (users, groups, domain-joined systems)
- Configured and tested Group Policy Objects (GPOs) for user access and system configuration
- Simulated enterprise troubleshooting scenarios (authentication, DNS, network connectivity)
- Practiced Windows Server administration (configuration, permissions, domain services)
Certifications
AWS CCP (2024) | ITIL v4 (2023) | Security+ (2023)
CCNA (2022) | Network+ (2021) | A+ (2020)
Timeline
Desktop Support Analyst (Tier 2)
National Jewish Health
09.2025 - Current
Desktop Support Analyst (Tier 1 / Tier 2)
Decision Point
03.2023 - 09.2025
Computer Repair Technician
Riverside Technologies Inc.
03.2021 - 03.2023
High School Diploma
05.2001 -