Samuel Vinnik Technical Support Engineer

Deskside Support Engineer

Coretek Services

Feb 2025 - Current (1 year 3 months)

• Serve as the sole on-site support engineer for 100+ users in a CMMC compliant enclave environment, adhering to DoD-level security protocols. • Provide support for Virtual Desktop Infrastructure (VDI), including endpoint troubleshooting, access issues, and performance diagnostics. • Perform account provisioning and access management via Azure Entra ID, Active Directory, and Exchange Online. • Maintain documentation on configurations, troubleshooting steps, and user support procedures. • Escalate and coordinate tickets with off-site teams using ServiceNow to ensure timely resolution. • Troubleshoot printers, peripherals, and workstation hardware within a restricted, secure network environment.

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IT Service Desk Lead

Evergreen Goodwill

Aug 2023 - Feb 2025 (1 year 7 months)

• Led the implementation of FreshService across IT, HR, Asset Protection, and Procurement, reducing incident response time by over 50% and resolution time by over 40%. • Drove adoption of IT service management (ITSM) best practices, increasing service desk productivity by 25%. • Improved customer satisfaction through timely issue resolution, consistent communication, and tracking of SLAs. • Developed and monitored performance metrics to drive continuous improvement at both the individual and team levels. • Fostered a culture of continuous learning through professional development, training opportunities, and knowledge-sharing. • Established clear communication channels between the service desk and other departments, strengthening colla

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IT Field Service Technician

Evergreen Goodwill

Apr 2023 - Aug 2023 (5 months)

• Installed, configured, and maintained POS systems, credit card readers, and peripherals for over 25+ retail locations. • Collaborated with project management, retail operations, and external vendors to resolve complex technical issues, improving uptime by 20%. • Provided timely in-person support across 26 different sites, reducing downtime by 40%. • Assisted in improving Service Desk operations and identifying process improvement opportunities, which included essential customer support functions. • Supported Zebra label printers and configured ZPL files as needed, ensuring seamless operation and integration. • Teamed with the Infrastructure group on networking, PowerShell scripting, and server administration, which also encompas

Tier 2 Service Desk Technician

Funko

Mar 2022 - Mar 2023 (1 year 1 month)

• Handled escalated tickets from Tier 1 support and provided white glove service to VIP users. • Delivered technical support in user-friendly terms to promote understanding and smooth resolution. • Collaborated with the infrastructure team on projects to improve company-wide productivity. • Supported cloud-based badge access system for 1,000+ employees across 9 sites. • Worked with Confluence, ConnectWise, FreshService, JAMF Pro, Atlassian Jira, SCCM, ZPL, and PowerShell Scripting. • Conducted hardware testing as an essential part of the job to ensure optimal performance and reliability of systems, further enhancing the quality of support provided to users.

Samuel Vinnik

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