Open to opportunities

Dillon Mulligan

@dillonmulligan

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Help Desk Technician skilled in remote support, systems administration, and security.

United States

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What I'm looking for

I seek hands-on IT support roles where I can troubleshoot systems, improve security and processes, and mentor peers in a collaborative team.

I am a Help Desk Technician with multi-year experience delivering remote and in-person technical support across corporate and datacenter environments.

I troubleshoot hardware, software, AV, and networking issues, manage onboarding/offboarding, and maintain antivirus and security platforms such as Carbon Black and Malwarebytes.

I have monitored thousands of servers, performed routine patching, managed VPN and account provisioning, and used tools including Jira, ServiceNow, CyberArk, TeamViewer, Bomgar, and GoToAssist.

I document SOPs to improve team efficiency, perform hardware repairs and printer maintenance, and aim to support stable, secure, and user-friendly IT operations.

Experience

Work history, roles, and key accomplishments

Current

Help Desk Technician

Current

FootLevelers

Sep 2021 - Present (4 years 3 months)

Provided remote and in-person IT support, managing ticket queues and onboarding processes while reducing time-to-resolution through SOPs and documentation. Managed antivirus (Carbon Black), performed hardware repairs, and supported AV, printer, and network issues across the organization.

Help Desk Support Jira TeamViewer Carbon Black Active Directory VPN Printer Maintenance

Datacenter Support Technician

Genworth Financial

Jun 2019 - Sep 2021 (2 years 3 months)

Monitored over 4,000 servers, filtered critical alerts, performed scheduled patching, and partnered with senior consultants to remediate incidents, improving uptime and operational response. Executed mainframe job queries and managed VPN account provisioning.

ServiceNow RDP Patching

Technical Support Representative

Lauris Online

Dec 2018 - Jun 2019 (6 months)

Delivered phone and remote client support for proprietary web software, installed company applications, troubleshot permissions, and configured users across Active Directory, VPN access, and third-party platforms to ensure client site functionality.

Remote Support Active Directory VPN Adobe Creative Cloud Docusign NetSuite Permissions Client Onboarding

Consultation Agent

Geek Squad

Jan 2016 - Dec 2018 (2 years 11 months)

Provided in-person and phone-based technical consultations, configured and troubleshot Windows, macOS, iOS, and Android devices, coached peers, and maintained customer relationships to drive service plan retention.

Customer Support Windows MacOS iOS Android MS Office