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