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