Cush Eastman

About Cush Eastman

I’m an experienced Help Desk Technician with over 3.5 years in IT support, known for combining strong technical troubleshooting skills with a customer-first mindset. My journey began at Apple as a Specialist, where I built a deep appreciation for delivering exceptional user experiences something I’ve carried with me into every technical role since.Over the years, I’ve supported diverse environments, resolving hardware, software, and network issues across Windows and macOS platforms. I’m confident navigating tools like Active Directory, Office 365, remote desktop support systems, and ticketing platforms like Connectwise and ServiceNow. Whether it\'s resetting credentials, walking a user through a VPN setup, or escalating complex issues, I bring patience, clarity, and a sense of urgency to every interaction.I thrive in fast-paced environments where communication, collaboration, and quick thinking are key. My goal is to continue growing toward Cloud Engineering and building on my solid foundation of hands-on support experience.Let’s connect, I’m always open to sharing knowledge, learning from others, and exploring new opportunities in tech.

Experience

1. Technical Support Engineer

   BAL

   Feb 2026 — Present · McLean, VA, US

   Provide Tier 1 and Tier 2 technical support for attorneys and staff in a fast-paced legal environmentManage and resolve incidents and service requests using ServiceNow, ensuring SLA complianceTroubleshoot hardware, software, and network issues across Windows environmentsSupport Microsoft 365 applications (Outlook, Teams, Word, Excel, SharePoint)Configure and deploy laptops, desktops, mobile devices, and peripheralsManage Active Directory accounts, including user provisioning, password resets, and group accessPerform workstation imaging and system deploymentsSupport remote users via VPN and remote support toolsDocument incidents, root causes, and resolutions in ServiceNow knowledge baseCoordinate with infrastructure, security, and application teams for escalationsAssist with conference room A/V setups and executive supportMaintain compliance with firm security and data protection policies

Education

• Northern Virginia Community College

  Associate of Science - AS, Business Administration and Management, General