Bonita Fambro
Philadelphia
Summary
IT Support Specialist with 3+ years of experience supporting enterprise users in Tier 1 and Tier 2 environments. Skilled in Windows 10/11, Azure Intune, Azure AD, Microsoft 365, onboarding/offboarding, imaging, troubleshooting, and ticket management. Strong communicator with experience in remote support, device compliance, and user documentation.
Overview
11
11
years of professional experience
Work History
IT Support Specialist
Boiron
Newtown Square
05.2022 - 03.2025
- Provided Tier 1 and Tier 2 support for hardware, software, and network issues.
- Coordinated Azure Intune enrollment and compliance, streamlining remote troubleshooting processes.
- Performed Azure AD password resets, MFA support, and identity verification.
- Administered Active Directory accounts, permissions, and group memberships.
- Supported onboarding and offboarding, including device setup, licensing, and equipment retrieval.
- Maintained asset inventory, antivirus tools, and MDM systems.
- Developed user documentation and troubleshooting guides to minimize repeat incidents.
Desk Side Support
Comcast
Philadelphia
04.2021 - 12.2022
- Executed Windows imaging, upgrades, troubleshooting, and endpoint refreshes to ensure operational readiness.
- Coordinated equipment deployments, device swaps, and decommissioning to streamline technology lifecycle management.
- Resolved ServiceNow tickets and ensured compliance tracking via Eracent to meet organizational standards.
- Managed Active Directory accounts and legal hold processes.
Tier 2 Support Engineer
Live! Casino
Philadelphia
12.2020 - 02.2021
- Resolved technical issues for customers using gaming and hospitality systems.
- Provided expert support for software applications related to casino operations.
- Provided technical support for desktops, laptops, mobile devices, and printers to ensure optimal functionality.
- Collaborated with team members to troubleshoot network connectivity problems.
- Executed IMAC tasks and contributed to SOP documentation to enhance support processes.
Desk Side Support Specialist (Project)
Comcast
Philadelphia
12.2020 - 12.2020
- Reimaged and redistributed laptops, tablets, and mobile devices.
- Assisted customers with technical issues and service inquiries.
- Resolved technical issues and service inquiries for customers, enhancing user experience.
- Collaborated with teams to efficiently resolve complex customer concerns, improving overall service quality.
- Managed customer accounts and updated service plans.
IT Helpdesk / Operations
PIDC
Philadelphia
06.2019 - 08.2019
- Facilitated mobile device setups, printer configurations, Office 365 troubleshooting, and conference room equipment functionality.
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with a diverse group of coworkers to accomplish goals and address issues related to our products and services.
IT Administrative Support Intern
Wharton School of Business
Philadelphia
07.2014 - 01.2015
- Provided Tier 1 support via Zendesk to resolve user issues efficiently.
- Reimaged devices and conducted remote support to ensure user readiness.
- Documented support activities in Jira and Confluence for team reference.
Education
Certificate - Information Technology
Year Up / Peirce College
Computer Science
Peirce College
Skills
- Azure AD
- Azure Intune
- Microsoft 365
- Active Directory
- VPN Support
- Endpoint Support
- Remote Troubleshooting
- Hardware Support
- Software installation
- ServiceNow
- Jira
- Confluence
- VMware
- Asset Management
- Device setup
- Employee transitions
- Problem solving
- Customer service
- Remote support
- Windows 10/11
Target Roles
- Remote IT Support Specialist
- Desktop Support Technician
- Endpoint Support Analyst
- Service Desk Analyst
Timeline
IT Support Specialist
Boiron
05.2022 - 03.2025
Desk Side Support
Comcast
04.2021 - 12.2022
Tier 2 Support Engineer
Live! Casino
12.2020 - 02.2021
Desk Side Support Specialist (Project)
Comcast
12.2020 - 12.2020
IT Helpdesk / Operations
PIDC
06.2019 - 08.2019
IT Administrative Support Intern
Wharton School of Business
07.2014 - 01.2015
Certificate - Information Technology
Year Up / Peirce College
Computer Science
Peirce College