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Washington, D.C.
London Johnson

London Johnson

Desktop Support Analyst

Technology / Internet

Washington, D.C., Washington

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Services offered

IT Support Technician with over 7 years of progressive experience providing desktop, mobility, and endpoint support in federal and enterprise environments. Skilled in Tier 1–3 troubleshooting, incident management, and asset lifecycle support using ServiceNow, JIRA, and Intune. Demonstrated expertise in deploying, configuring, and maintaining Windows and mobile devices in compliance with agency security and policy standards. Experienced in Active Directory administration, software deployment, and mobile device management (MDM) using Intune and Cayosoft. Adept at delivering end-user training, resolving complex technical issues, and supporting mission readiness through secure and reliable IT operations. Currently seeking a Desktop or Endpoint Support role to contribute to federal IT initiatives focused on security, efficiency, and user experience.

It support technician
Endpoint support
Technical support
Desktop support
Mobile device management
Approximate rate: USD$ 35 per hour

Experience

IT Desktop Support & Mobility Specialist with extensive experience supporting enterprise and federal clients, including Save the Children, IMF, and the World Bank. Skilled in resolving technical incidents, managing endpoint security, and supporting mobile and desktop environments.

  • Technical Support & Troubleshooting: Resolved 7–20 daily incidents using ServiceNow and JIRA across Windows, iOS, and Android platforms; ensured system stability and user productivity.
  • Endpoint & Mobility Management: Administered Intune and Cayosoft for device security, compliance, and lifecycle management; configured and deployed software, apps, and mobile VPNs.
  • User Support & Training: Provided hands-on and remote assistance via TeamViewer, Teams, and WebEx; developed user guides and training materials to improve self-service adoption.
  • IT Procurement & Asset Management: Managed hardware/software inventory and mobile assets through Verizon Business; maintained accurate tracking and cost-effective procurement.
  • Cross-Functional Collaboration: Partnered with Help Desk, networking, and vendor teams to resolve escalations, support refresh projects, and enhance service delivery.

Education

Currently pursuing a B.S. in Cybersecurity and Information Assurance at Western Governors University (on academic break), with a strong foundation in endpoint management, mobile security, and IT service operations.

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