Christopher Dunagan
Lafayette Hill
Summary
Dynamic Information Technology Professional with over 10 years of cross-functional experience in network and system administration. Expertise in optimizing IT environments and implementing security measures, while providing technical support that minimizes downtime and enhances service excellence.
Overview
2026
2026
years of professional experience
1
1
Certification
Work History
IT Systems Administrator
Endless Pools
02.2021 - 02.2026
- Administered network infrastructure and systems, ensuring optimal performance and uptime.
- Configured and maintained servers, optimizing resource allocation and security protocols.
- Implemented system upgrades and patches, enhancing overall system reliability and functionality.
- Implemented system updates and security patches to protect against vulnerabilities.
- Managed user accounts, permissions, and access controls, enhancing security and access management across platforms.
- Provided technical support to end-users, resolving issues to ensure minimal downtime.
- Developed and documented IT policies, streamlining operational procedures for staff compliance.
Mac Technician
Community College of Philadelphia
Philadelphia
03.2013 - 11.2020
- Managed Jamf MDM server hardware and software support, imaging computers for internal systems.
- Implemented user and group policies, improving operational efficiency across departments.
- Administered Jamf server, optimizing device management workflows.
- Executed advanced troubleshooting methodologies, resolving backend systems issues to maintain software stability.
- Oversaw Mac imaging processes, reducing deployment time and ensuring consistency in device setup.
- Administered performance management and security protocols, ensuring robust disaster recovery plans.
- Maintained iOS devices, ensuring compliance with organizational standards.
CAE 4, Commercial Customer Service-Tier 2
COMCAST
02.2011 - 03.2013
- Coordinated internal helpdesk support for hardware and software across systems.
- Trained technicians as tier 2 support, improving customer service responsiveness.
- Administered advanced troubleshooting of backend systems software, resolving critical issues efficiently.
- Developed troubleshooting methodologies, reducing response times and enhancing overall efficiency.
- Designed, built, and configured multi-protocol networks to ensure operational efficiency.
- Created and implemented organizational units, groups, and user structures across sites.
- Managed user and group policy environments to maintain security compliance.
- Oversaw performance and account management, including security protocols and disaster recovery methodologies.
Commercial Customer Service-Tier 1
CAE 3, Commercial Customer Service-Tier 1
02.2011 - 08.2011
- Facilitated prompt assistance for service requests, achieving timely resolution and improving customer satisfaction.
- Delivered first-level technical support for internet desktops, telephone systems, and TV services, enhancing user experience.
- Collaborated with team to support small SQL server, ensuring seamless integration with Java and C++ front-end systems.
Customer Support Technician
VERIZON
2006 - 2010
- Led customer support operations, providing first and advanced technical assistance to enhance customer satisfaction.
- Promoted to advanced tech support for delivering exceptional service and building strong customer rapport.
- Managed backbone routers and switches, maintaining optimal performance for telecommunication services to ensure seamless connectivity.
- Received multiple awards, including Employee of the Year and three Employee of the Month recognitions.
Education
Bachelor of Science Degree - Information Science
University of Phoenix
Phoenix, AZ01-2014
Associates of Applied Science Degree - Computer and Information Science, IT/Networking and Security Management
ECPI College of Technology
Virginia Beach, VA01-2005
Skills
- System administration
- Active directory management
- User account management
- Linux administration
- Network configuration
- Network troubleshooting
- Network protocols (TCP/IP)
- Patch management
- Disaster recovery planning
- Monitoring solutions
- Nagios monitoring
- Automation tools
- Server maintenance
- Hardware installation
- Mobile device management
- Organizational skills
Certification
- CompTia, 2005
- A+ Certification
- Network+ Certification
- Apple Certified Macintosh Technician
- Apple Certified iOS Technician
AREAS OF EXPERTISE
- Project Management
- Technical Support
- PC Configuration
- Vendor Relationships
- Customer Service
- Server Maintenance
- Current Technologies
- System Upgrades
- Networking Topologies
- Hardware/Software
HONORS / AWARDS
Verizon, Newport News, VA, Employee of the year (2008), Employee of the month-3 months (2008), Dean’s List Award, ECPI College of Technology, 2004-2005, Member of Phi Theta Kappa (International Honor Society)
Timeline
IT Systems Administrator
Endless Pools
02.2021 - 02.2026
Mac Technician
Community College of Philadelphia
03.2013 - 11.2020
CAE 4, Commercial Customer Service-Tier 2
COMCAST
02.2011 - 03.2013
Commercial Customer Service-Tier 1
CAE 3, Commercial Customer Service-Tier 1
02.2011 - 08.2011
Customer Support Technician
VERIZON
2006 - 2010
Bachelor of Science Degree - Information Science
University of Phoenix
Associates of Applied Science Degree - Computer and Information Science, IT/Networking and Security Management
ECPI College of Technology