Enzo Aviles
Atlanta
Summary
Skilled and security-cleared IT support professional with 6+ years of experience in systems administration, desktop support, and end-user services across high-demand government and contractor environments. Specialized in Windows 10 troubleshooting, Microsoft 365 applications, hardware deployments, and technical issue resolution. Proven ability to support enterprise-level infrastructure with a strong focus on customer service, asset management, and ITIL-based service operations. Active TS/SCI clearance.
Overview
6
6
years of professional experience
Work History
Desktop Support Technician (Contractor)
Leidos DES
Smyrna
01.2024 - Current
- Provided Tier II desk-side and remote support for endpoint migrations and post-migration configuration.
- Delivered hands-on desktop and laptop configuration and deployments, including software imaging and peripheral setup.
- Troubleshot and resolved Windows 10-related issues including application errors, OS failures, and browser problems.
- Supported end-user software, PC, and network error resolution in a high-volume environment.
- Documented incidents and common fixes, contributing to internal knowledge base and repeat issue reduction.
- Maintained asset tracking and ensured accurate reporting of deployed IT equipment.
IT Support Specialist
Defense Counterintelligence and Security Agency (DCSA)
Fort Meade
06.2025 - 09.2025
- Delivered Tier I and II support to DoD end-users, resolving hardware, software, and network issues across Windows 10 and Microsoft 365 environments.
- Performed password resets, account unlocks, and Exchange/Outlook mailbox configurations while ensuring strict compliance with DoD security protocols.
- Managed PIV card authentication issues and supported certificate-related errors (authentication, encryption, signing).
- Utilized Active Directory, SCCM, and ServiceNow for account management, system imaging, and incident resolution tracking.
- Conducted laptop deployments, printer installations, and peripheral configuration to meet agency compliance standards.
- Assisted remote users with VPN setup, connectivity, and multi-factor authentication issues.
- Contributed to the team's knowledge base, ensuring consistent documentation and faster issue resolution.
- Collaborated with cybersecurity teams to address endpoint compliance issues and escalate potential threats.
Section Chief - IT Operations
U.S. Army
Colorado Springs
01.2024 - 06.2024
- Led and managed IT operations for a brigade-sized element (up to 5,000 personnel), ensuring seamless operational readiness, communication, and cybersecurity compliance.
- Directed multiple IT infrastructure projects from inception to completion, ensuring timely delivery within scope and budget while minimizing operational downtime.
- Managed vendor and contract relationships for IT services, overseeing contracts worth up to $500,000, ensuring high service levels and cost efficiency.
- Created and delivered training programs on IT systems and cybersecurity, increasing user proficiency and reducing helpdesk incidents by 99%.
- Led and developed a team of 20+ IT professionals, providing mentorship and training, resulting in a 100% improvement in team performance and morale.
- Resolved high-pressure IT incidents swiftly and effectively, minimizing operational disruptions and ensuring mission-critical systems remained.
- Managed IT budgets and resources, achieving cost savings of $300,000 through strategic planning and resource optimization.
School Technical Specialist
Motion Recruitment
Alpharetta
07.2023 - 01.2024
- Provided day-to-day desktop and hardware support in a school district environment.
- Installed, configured, and deployed laptops, desktops, and printers; resolved classroom tech issues.
- Responded to service desk tickets and escalated issues as needed; met SLA requirements.
- Assisted with basic network patching and cabling infrastructure.
Information Systems Security Manager / Systems Engineer
U.S. Army
Colorado Springs
01.2023 - 01.2024
- Managed user provisioning, patch management, and secure configuration of desktops and mobile endpoints.
- Supported Microsoft 365 rollouts, Exchange migrations, and system audits in line with ITIL practices.
- Managed system configuration, security updates, and urgent system patching.
- Served as the trusted advisor to regional executives, providing strategic guidance and technical expertise across cybersecurity, networking, virtualization, and cloud technologies.
- Collaborated closely with key stakeholders to understand their business objectives and align technology solutions to drive customer innovation through deep, consultative relationships.
System Administrator
Special Operations Command - U.S. Army
Doha
09.2022 - 01.2023
- Provided Tier II support for desktops, software, and mobile systems within classified environments.
- Delivered helpdesk and in-person troubleshooting across Windows 10, Office 365, and standard DoD software stacks.
- Delivered expert-level troubleshooting and assistance for Office 365 applications, including Outlook, Word, Excel, and Teams.
- Maintained MECM device collections while deploying task sequences, drivers, applications, patches, firmware, and boot images for over 5000 computers.
Senior Information Technology Specialist
U.S. Army
Colorado
12.2021 - 12.2022
- Supported asset lifecycle tracking and compliance reporting.
- Installed OS, deployed patches, and responded to endpoint service tickets.
- Promoted efficiency among departments with prompt resolution of system issues.
- Patched software and installed new versions to eliminate security problems and protect data.
- Provided expert-level troubleshooting and resolution of VMware-related issues, minimizing downtime and improving system reliability.
- Provided comprehensive Phone and Desk Side support for Windows 10 operating system across multiple organizations, ensuring smooth functioning and user satisfaction.
Information Technology Specialist
U.S. Army
Colorado Springs
07.2019 - 12.2021
- Assisted with Windows deployments, printer configurations, and end-user tech support.
- Documented and followed standard operating procedures in compliance-focused environments.
Education
Associate of Applied Science - Information Technology
Purdue Global Online
Colorado Springs, CO12.2023
Skills
- Windows 10
- Windows Server
- Active Directory
- Group Policy
- Microsoft 365
- Outlook
- SharePoint
- Teams
- Application Troubleshooting
- MECM
- SCCM
- Ticketing Systems
- Printer Management
- DNS/DHCP Basics
- Incident Resolution
- Asset Lifecycle
- Documentation
- Tier I/II Service Desk
- Endpoint Hardening
- Patch Deployment
- Secure Configs
- Service Now Admin
Languages
- English, Fluent
- Spanish, Fluent
Certifications And Clearance
- CompTIA Security+ CE
- Active DoD TS/SCI Clearance
Timeline
IT Support Specialist
Defense Counterintelligence and Security Agency (DCSA)
06.2025 - 09.2025
Desktop Support Technician (Contractor)
Leidos DES
01.2024 - Current
Section Chief - IT Operations
U.S. Army
01.2024 - 06.2024
School Technical Specialist
Motion Recruitment
07.2023 - 01.2024
Information Systems Security Manager / Systems Engineer
U.S. Army
01.2023 - 01.2024
System Administrator
Special Operations Command - U.S. Army
09.2022 - 01.2023
Senior Information Technology Specialist
U.S. Army
12.2021 - 12.2022
Information Technology Specialist
U.S. Army
07.2019 - 12.2021
Associate of Applied Science - Information Technology
Purdue Global Online