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System Specialist Resume

TECHNICAL SKILLS:

  • Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, Project, Visio, OneNote)
  • Microsoft 365, G suite, Sophos Endpoint Encryption, BMC Track-It, ServiceNow, N-central,
  • WebEx Conferencing, Remote Desktop, GoToMeeting, LogMeIn Rescue, MalwareBytes
  • Cisco AnyConnect, OKTA, Zoom conference room, JAMF, Smartsheets
  • VPN; RSA; Windows OS; TCP/IP; DHCP; DNS
  • Microsoft Technologies: Active Directory (ADUC), Windows Server 2008 R2/ 2012

PROFESSIONAL EXPERIENCE:

Confidential

System Specialist

Responsibilities:

  • Used PowerShell to create, modify, terminate user accounts in Active Directory and Microsoft Exchange and Exchange Online.
  • Worked with Dell Engineer to procure a flat Windows image for refreshed laptops.
  • Assisted with refresh project upgrading user laptops.
  • Assisted Server Engineer by updating over 500 laptops with Windows security patches using SCCM.
  • Led Encryption project where over 200 laptops were moved from using Sophos Safeguard to BitLocker and Active Directory for key storage.
  • Used PowerShell to create and troubleshoot mailboxes in Exchange Online, 2010 and 2016.
  • Assisted with documenting, administering and configuring RDS applications.
  • Worked with RDS vendors regarding license renewals, transfers and data migration.

Confidential

IT Coordinator

Responsibilities:

  • Provisioned, managed and troubleshot user accounts, mailboxes and licenses in G-Suite and Google Admin Console for 3 KIPP sites (2 in Lynn, 1 in Boston)
  • Handled, on average,14 break-fix and access request tickets daily
  • Removed malware, spyware and adware from infected machines using Malwarebytes.
  • Troubleshot and fixed windows blue screens and driver issues.

Confidential . Cambridge, MA

System Support Specialist

Responsibilities:

  • Provisioned and managed user accounts and entitlements in OKTA.
  • Provisioned and managed onprem user account attributes and permissions in Active Directory.
  • Provisioned and managed user mailboxes, shared mailboxes, distribution lists, user rules in Exchange Online.
  • Troubleshot mailbox, distribution list and mail transport issues in Exchange Online.
  • Assisted onsite and remote users through ServiceNow ticketing system.
  • Managed users licenses for Adobe, Smartsheet, Zoom Pro, PagerDuty.
  • Re-imaged Lab machines and Dell All-in-Ones

Confidential

Service Analyst

Responsibilities:

  • Remote to user’s machine through Bomgar to assist with their windows 10 deployment
  • Set up user’s Cisco VPN, WebEx meeting and Jabber
  • Document the process and record any issues with the process with each user

Confidential, Boston, MA

Desktop Support Specialist

Responsibilities:

  • Maintained OS images; updated and creating new images for laptops.
  • SolarWinds ticketing system + Ivanti
  • Created and maintained shared mailboxes and distribution lists.
  • Supported users with the following systems: Dropbox, Atlassian Bitbucket, Okta, Adobe and Microsoft 365.
  • In charge of all aspects of offboarding and new hire onboarding including account creation and termination, and granting and revoking access to all systems
  • G suite admin

Confidential, MA

Technical Support Specialist

Responsibilities:

  • Lead refresh project for over 300 users - updating laptops from Dell Windows 7 to Lenovo X1 Windows 10
  • Pushed software to users using SCCM and JAMF
  • Handled 10 - 15 complex tickets daily
  • ServiceNow ticketing system

Desktop Support Intern

Responsibilities:

  • Responsible for Malware removal
  • Performed OS reinstallations on faulty laptops
  • Assisted 15-20 end users daily with hardware and software issues to improve productivity
  • Logged issues via BMC Track-It ticketing system
  • Performed break/fix procedures and troubleshot Dell Latitude and Lenovo X-series laptops
  • Replaced malfunctioning hardware (HDD/RAM/keyboards/NICs)
  • Installed, configured software/hardware per requirements provided by team lead
  • Managed user and account objects; security and distribution groups in Active Directory
  • Installed and maintained Sophos Endpoint Protection to lock down user laptops
  • Assisted with MS Office 2013 and 2016 deployment
  • Maintained printers; changing toners, waste boxes and troubleshooting

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