SUMMARY:

• I am an enthusiastic IT professional earning an associate's and bachelor's in Computer Networks and Cybersecuritythe next five years. I am inquisitive, a self - starter, and a ceaseless learner who can adjust to diverse environments.

TECHNICAL SKILLS:

HARD SKILLS: Microsoft 365 / IT Asset Management Systems / Classless Inter-Domain Routing (Subnetting)

SOFT SKILLS: Customer Service / Time Management / Self-Starter / Methodical Troubleshooting / Active Listener / Willingness to learn / Team Oriented / Engaging / Approachable

SOFTWARE: ServiceNow / Windows 7 / Windows 10 / macOS/ iOS / Windows PowerShell / Microsoft 365 / /Microsoft Deployment Toolkit / Microsoft Intune / Active Directory / Cisco WebEx Meetings / Cisco WebEx Teams / Bomgar / Okta / Fresh Service / Box / GlobalProtect / SentinelOne / Mimecast Administration

PROFESSIONAL EXPERIENCE:

Support Engineer

Confidential, Baltimore, MD

Responsibilities:

• Respond to new requests and incidents within 30 minutes according to SLA
• Ensure customer's requests or concerns are addressed entirely before closing tickets
• Assigned Okta Web Applications to internal employees
• Pick up and drop off items using locker system
• Conducted computer maintenance according to patch schedule
• Reset Domain account passwords using Meraki VPN
• Resolved Network Time Protocol incorrection
• Fixed internal microphone and speaker issues
• Reinstalled, repaired, reconfigured WebEx Teams
• Assisted with Monthly Inventory
• Took catalog of items in the office before partial office return
• Whitelisted and Blacklisted emails using Mimecast Administration
• Modified 365 Contacts and Distribution Groups
• Corrected sync status of Box Sync and Box Drive items
• Collaborated with HP to replace computer components
• Reinstalled Fresh Service Agent on machines to perform an inventory
• Upgraded macOS to Big Sur using System Ps
• Proposed improvements to processes and procedures

Support Engineer

Confidential, Baltimore, MD

Responsibilities:

• Modified passwords of compromised accounts
• Used down detector to see what services were running into issues
• Utilized MXtoolbox to discover the failure of transmitted emails
• Created or disabled AD accounts
• Reinstalled Automate Agent for nodes to check-in
• Setup of Multi-Function Printer with assistance from Xerox
• Assigned Color Printer Codes for authorized employees
• Reconfigured Printer drivers and devices to resolve connectivity issues
• Added network shares using automatically using scripts and manually using UNC
• Joined Users to Security Groups to gain access to Network Shares
• Adjusted Network Share permission inheritance
• Imaged, patched, repaired, or wiped computers
• Packaged materials and computers
• Traveled to client locations (MD, DE) to deliver items, setup workstations
• Performed data recovery from machines that will not POST
• Whitelisted, Blacklisted, Released emails in Mimecast Administration
• Moved, created, disabled 365 accounts
• Requested and attached 365 licenses (E1, E3 etc.)
• Altered or created 365 Distribution Lists
• Quit and restarted RDP Sessions
• Cleaned Windows Servers disk space
• Escalated tickets to the correct department

Desktop Support

Confidential

Responsibilities:

• Provided Service Request, Incident
• Asset, Supplier, and Deployment Management using ServiceNow
• Installeof RSA SecurID VPN client
• Supported Global Protect VPN client in the same manner
• Assisted with Microsoft Exchange and Active Directory migration project Resulted in receiving and resolving over 200+ calls, inquiries, and incidents.
• Aided in the design of Microsoft Deployment Toolkit to deploy Window 10
• Produced and scheduled the deployment of two command-line scripts to remove retired
• AV
• Partnered with Project Management to Deploy VMware Horizon
• Coordinated with Unified Communications to resolve Layer 2 and Layer 3 issues for individuals or business units
• Procured and provisioned computer peripherals using third-party vendors
• Bundled products and shipped them across the country using UPS Campus Ship.

Service Desk Analyst

Confidential . Catonsville, MD

Responsibilities:

• Spoke to employees we served and recommended users, customers, and sponsors to use the Service-Portal to submit Self-Service tickets as an alternative to calling the Service Desk
• Recommended and created Knowledge Base Articles
• Supported Service Desk Operations by answering and routing incoming calls
• Provided Service and Incident Management
• Performed email management by converting emails to tickets, recording necessary information, and depending on the inquiry or issue escalating to the appropriate Department/Service Owner
• Using Microsoft Intune performed the following:
• Supplied verbal and written instructions for users to install profiles on personal mobile devices
• Ensured non-compliant mobile devices were not permitted to join our wireless network
• Installed, configured, and resolved misconfigurations of Global Protect VPN client
• Recreated, renamed, or removed Windows Profiles
• Recreated Microsoft .ost files to resolve email profiles not fetching emails
• Scanned and repaired corrupted Microsoft .pst files to transfer personal Outlook data from local client into the Cloud for more reliable data storage
• Flushed local DNS Cache using the CLI to resolve issues with name resolution
• Released and Renewed IP Address lease to resolve duplicate addressing and issues with LAN connectivity
• Making use of Active Directory managed, altered, suspended, and removed objects
• Provided remote technical support for customers and users

Desktop Support Intern

Confidential

Responsibilities:

• Supported Microsoft Office 2016 upgrade for all production clients
• Deployed Windows 10 clients using Microsoft Deployment Toolkit
• Provided onsite and remote technical support for customers and users
• Arranged cubicle spaces for new and current employees
• Disposed or donated retired IT assets and accessories