Looking for a job

Donavan Sullivan

@donavansullivan

Message

IT Helpdesk Engineer at Imagine IT who supported 250 business partners and improved service desk operations.

Portugal

Message

At Imagine IT, I progressed from Service Desk Technician to Service Desk Supervisor and Regional Manager. As Regional Manager, I oversaw the Co-Managed and Michigan Regions, supporting 70+ client partners with a team of 8 technicians.

I'm currently an Independent IT Consultant, providing remote support to small businesses and individual clients. I work across service desk operations, Microsoft 365 administration, endpoint management, and custom PC systems, and hold a CompTIA Network+ certification.

Experience

Work history, roles, and key accomplishments

Current

Independent IT Consultant

Current

Freelance

Jan 2026 - Present (9 months)

Provide remote technical support and consulting services to small businesses and individual clients, specializing in service desk operations, endpoint management, and custom hardware solutions.

Service Desk IT Support Microsoft 365 Endpoint management Hardware Diagnostics Custom Software Integration Technical Documentation Cybersecurity

Regional Manager

Imagine IT

Oct 2023 - Jun 2025 (1 year 8 months)

Oversaw Co-Managed and Michigan Regions, including 70+ client partners and a team of 8 technicians. Ensured service level standards and generated reports on partner efficiency.

Leadership Service Delivery Process Improvement Customer Relationship Management Reporting Technical Troubleshooting

Service Desk Supervisor

Imagine IT

Aug 2021 - Oct 2023 (2 years 2 months)

Oversaw day-to-day operations and managed KPIs for up to 6 team members, supporting 250 unique business partners. Developed process improvements and implemented training.

Team Leadership KPI Tracking Process Improvement Training Technical Problem Solving Documentation

Service Desk Technician

Imagine IT

Nov 2019 - Aug 2021 (1 year 9 months)

Installed, modified, and repaired computer hardware and software for over 150 client partners. Closed an average of 70 tickets per week and mentored incoming staff.

Hardware installation Software Troubleshooting Ticketing Systems Documentation On call Support Mentorship