David Hill
Woodbridge
Summary
Motivated IT professional seeking a mid-level remote Help Desk/Desktop Support position. Bringing expertise in troubleshooting, system administration, and customer support, with hands-on experience in Microsoft 365, SonicWall VPN/Firewall, and ITSM products to enhance IT service delivery.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Support Technician (MSP)
TSI VA, LLC
Dumfries
02.2024 - 03.2025
- Provided outstanding managed services to end users and devices under contract, resulting in zero negative feedback surveys
- Utilized Professional Services Automation Software (PSA) to track, repair, and patch client devices
- Collaborated with other service providers to resolve client issues
- Assisted with system configurations, software installations, and troubleshooting
Sr. System Administrator
Quadrant Inc
Quantico
06.2023 - 07.2023
- Completed reports detailing network and systems performance and downtime issues
- Resolved escalated technical issues and provided high-quality support
- Maintained a flexible schedule and responded to after-hours and weekend emergencies
Shift Supervisor
CACI International
Springfield
08.2021 - 02.2023
- Trained new employees and delegated daily tasks and responsibilities
- Supported Network Operating Center operations, monitoring and escalating critical incidents
- Assisted management in creating daily operating procedures for Integrated Operations Teams
International Partners Operations Cell Lead
ManTech
Springfield
09.2019 - 08.2021
- Streamlined interactions between international partners and support contracts to resolve enterprise-impacting incidents
- Managed a team of over 10 personnel and assisted with data integration for the supported contract
System Administrator
Leidos
Springfield
08.2018 - 08.2019
- Designed preventive maintenance schedules to minimize downtime and hardware faults
- Installed security and functionality patches to maintain system reliability
- Provisioned new software and hardware, ensuring compliance with security policies
Service Desk Agent/Training Lead
Royce Geo Consultants
Springfield
09.2016 - 08.2018
- Conducted training sessions and evaluated training effectiveness
- Provided technical support for desktop computers, laptops, and mobile devices
- Trained service desk agents to efficiently handle high ticket volumes and meet SLA requirements
Installations and Support
ManTech
Warrenton
05.2015 - 08.2016
- Managed on-site installations, repair, maintenance, and testing
- Provided service and support during field visits and dispatches
- Worked with various technical teams to enhance customer site support
35M Human Intelligence Collector
Army
08.2011 - 05.2015
- Conducted interrogations, screenings, and biometric analysis of high-level detainees
- Briefed upper-level personnel on emerging threats
- Used intelligence techniques to analyze data and enhance operational strategies
Education
Computer Science
University of Phoenix
Tempe, AZ02.2026
Skills
- VMware Workstation
- Diagnosis and Troubleshooting
- Hardware and Software Monitoring
- SonicWall (VPN/Firewall)
- ThreatLocker
- ConnectWise Products
- Microsoft 365
- NinjaOne RMM
- HaloPSA
- Avanan
- Barracuda
- UniFi
- Sophos
- 3CX (VOIP)
- Cove
- Remedy
- ServiceNow
- InTune
- Ubuntu (OS)
- E-Clinical Works
- Strong Interpersonal Communication
- Analytical and Critical Thinking
- Planning and Coordination
- Decision-Making
- Good Telephone Etiquette
Certification
- ITIL V4 Foundations
- Security+ CE (Expired)
- 3CX Certified Engineer Basic
- CCNA (Currently Studying)
Accomplishments
CACI Star Award Winner - 2022
Timeline
Support Technician (MSP)
TSI VA, LLC
02.2024 - 03.2025
Sr. System Administrator
Quadrant Inc
06.2023 - 07.2023
Shift Supervisor
CACI International
08.2021 - 02.2023
International Partners Operations Cell Lead
ManTech
09.2019 - 08.2021
System Administrator
Leidos
08.2018 - 08.2019
Service Desk Agent/Training Lead
Royce Geo Consultants
09.2016 - 08.2018
Installations and Support
ManTech
05.2015 - 08.2016
35M Human Intelligence Collector
Army
08.2011 - 05.2015
Computer Science
University of Phoenix
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