Tamir Witherspoon
Fractional IT Specialist | Remote Systems & Helpdesk Support | Cloud • Security • SaaS Tools
Jurisdiction
United States
Notable Employer
- Workstation Support Technician at Duke energy
- Desktop Support Technician at Mphasis
- SMB Technician 1 at SquareTrade
- Field Service Technician at IBM
- PC Technician at Forsyth Technical Community College
- Customer Service Representative at Conduent
Experience
• Delivered Tier 1/2 IT support to hybrid workforce: AD lockouts/password resets, M365, VPN, and MFA troubleshooting. • Set up virtual desktop environments and ensured secure access using Intune and Azure AD policies. • Performed imaging, endpoint hardening (BitLocker encryption/AV/firmware), and peripheral setup. • Supported Windows Server–adjacent tasks via escalation workflows and created ServiceNow knowledge articles. • Maintained ticket hygiene, documentation, and SLA compliance while improving first-contact resolution.
• Frontline troubleshooting for Windows 10 deployments, OS/application issues, VPN and remote access. • Assisted with account provisioning and permissions through Active Directory and Microsoft 365. • Supported Intune-based device enrollment and configuration for new users. • Improved response times by enhancing incident notes and escalation workflows in ServiceNow.
• Guided users through device configuration, software installation, and encryption checks for compliance. • Supported VPN connectivity and mobile device (iOS/Android) troubleshooting. • De-escalated complex situations with strong communication and follow-through. • Documented recurring issues and contributed to continuous improvement of support processes.
• On-site break/fix for enterprise desktops/laptops; imaging, hardware replacements, and compliance checks. • Managed deployments and lifecycle management using SCCM and imaging tools. • Coordinated with logistics and vendors to minimize downtime and ensure SLA compliance. • Mentored junior techs and provided field documentation for escalation teams.
• Imaged and configured classroom/lab devices; supported printers and instructional equipment. • Assisted staff and students with hardware and troubleshooting. • Maintained firmware and antivirus updates and documented common resolutions.
• Supported Apple customers in account access, billing, and connectivity troubleshooting. • Delivered high CSAT performance through empathy, clarity, and consistent issue resolution. • Utilized CRM and ticket systems to manage escalations and maintain accuracy in documentation.
Education
Certification
CompTIA IT Fundamentals