Edward Cobbs

Remote IT support professional with 15 years of experience resolving endpoint, Microsoft 365, identity, and network issues across federal agencies, enterprise organizations, and high-compliance legal environments. Proven track record closing high-volume ticket queues, documenting thoroughly, and reducing repeat escalations through process improvement. Comfortable owning a full remote support queue independently or serving as a reliable Tier II/III escalation resource within a team.

Seeking a long-term remote support role where consistent execution and professional reliability are valued.

Independent IT Consultant - Self-Employed - Remote & On-Site

(2025-11)

Delivered remote and on-site IT support for small business clients — resolving Microsoft Entra ID configuration issues, endpoint failures, printer fleet authentication, and connectivity problems.

• Deployed and self-managed Azure VM environment for productivity tooling; pursuing AZ-104 Microsoft Azure Administrator certification.

Desktop / Device Management Team Lead - International Trade Administration — U.S. Dept. of Commerce - Washington, DC

(2025-01 - 2026-12)

• Owned Tier II/III remote support escalation queue for 400+ domestic endpoints and international users — resolving 120+ high-priority tickets per month across time zones with full SLA compliance.
• Administered M365 tenant (Exchange Online, Teams, SharePoint, Purview DLP, Defender for Endpoint) and managed endpoint fleet via Intune and SCCM — sustaining 98.6% device compliance across 400+ Windows 10/11 devices.
• Managed full user lifecycle including provisioning, onboarding, offboarding, MFA enrollment, M365 licensing, and device enrollment across 400+ accounts.
• Engineered CAC/PIV and Conditional Access troubleshooting workflows, reducing average escalation-to-resolution time by 2.5 hours and eliminating repeat authentication failures.
• Authored 35+ SOPs and knowledge base articles, raising first-call resolution rates by 22% and standardizing remote support procedures across the support center.
• Maintained full remote IT operations through the 2025 federal government shutdown — zero service escalations over 6 weeks for essential international trade personnel.

Senior IT Specialist - Parsons Cyber Security - Washington, DC

(2023-01 - 2024-12)

• Delivered Tier II/III remote and on-site support across a 5,000+ device environment spanning 8 offices and global remote employees — top 10 ticket closer on East Coast team at 200+ closures/month.
• Managed user onboarding and offboarding across 8 offices — including Entra ID provisioning, device enrollment, M365 licensing, and MFA setup via ConnectWise and ServiceNow.
• Directed zero-downtime domain migration for 200+ users (.com → .us), coordinating identity cutover across Exchange Online, Microsoft Entra ID, and endpoint configurations with no service interruption.
• Overhauled IT asset tracking across 5,000+ device environment, cutting provisioning turnaround from 7 days to 2 days across all supported sites.

IT Help Desk Technician - FHFA – Office of the Inspector General - Washington, DC

(2022-01 - 2023-12)

• Sustained 95% first-call resolution rate across 150+ monthly tickets for 400+ end users via remote support tools, phone, and in-person escalation.
• Administered Microsoft Entra ID (Azure AD) for user provisioning, RBAC, group policy, and MFA in a FISMA-regulated federal environment — zero access-related SLA breaches across tenure.
• Reduced OS imaging and new-hire onboarding time by 45% through standardized Intune and SCCM provisioning workflows.

Systems Administrator / Help Desk - Ballard Spahr Law Firm - Washington, DC

(2019-01 - 2021-12)

• Primary IT escalation resource for 400+ attorneys — resolving desktop, M365, network, and AV issues via remote support and on-site with sub-4-hour average resolution time in a zero-downtime legal environment.
• Administered Active Directory group policies, user lifecycle management, and RBAC; maintained 100% uptime for video conferencing and meeting room technology.
• Provided remote support for distributed teams via RDP and screen-share tools; tracked all escalations via ServiceNow with full SLA documentation.

IT Manager / Digital Operations Lead - Vital Tech Marketing - Los Angeles, CA

(2014-01 - 2019-12)

• Directed 8–10 IT and operations professionals across 15+ concurrent client engagements — overseeing daily technical support, account management, and project delivery.
• Served as primary technical escalation resource for all client accounts, driving uptime and satisfaction across a 5-year, multi-client portfolio.

Certificate - Technology - Columbia University (JTC) (2023-03)

Certificate - Software Engineering - General Assembly (2022-05)