PROFESSIONAL SUMMARY
A knowledgeable, performance driven and detailed- oriented individual who majored in Computer Technology with effective communication and critical thinking skills seeking a system administration position in the IT field.
SKILLS
- Splunk Azure
- MS Windows 2016 Python
- JavaScript ServiceNow
- Java Active Directory
- AWS Linux
WORK HISTORY
MSP (2022-Present)
NETWORK ASSOCIATE
- Successfully take ownership of customer incidents by providing onsite, telephone, and email support clients including support in upgrading laptops, data transfers, desk setups and relocation of computer equipment, mobile phone management using Microsoft Intune
- Install and configure network hardware such as routers, switches, firewalls, and wireless access points.
- Configure Linux and Windows operating systems to maximize efficiency and productivity for end users.
- Provide level 2 & 3 support for escalated tickets as needed to resolve complex technical issues in a timely manner.
- Configure and troubleshoot issues related to the following technologies Azure
- AD, DNS, DHCP, VPN Clients, Group Policy, Folder Permissions, Firewalls, VMWare servers, Office 365, workstation and network connectivity issues, Intune, Exchange Server, and Microsoft Office Applications
- Assist network team with printer deployments, printer refresh and upgrades.
- Perform routine maintenance tasks on network equipment, such as replacing failed components and updating software ensuring that all security patches are applied.
- Enhanced system reliability through regular monitoring of network performance, identifying and resolving potential issues.
- Optimized network infrastructure by upgrading hardware and software components as necessary.
IT Company (2021-2022)
IT HELPDESK SPECIALIST
- Provide Tier 1 (front-line) and Tier 2 technical support to all end users.
- Monitoring/updating hardware, software, and system performance metrics.
- Install and configure Duo Authentication for users.
- Troubleshoot and assist users with VPN Citrix issues and other Virtual software.
- Troubleshooting VPN issues with Cisco AnyConnect, Global Protect, and Cisco VPN Client
- Escalate Diagnose and triage all assigned Help Desk cases; escalating where indicated or when necessary.
- Supported all aspects of the organization’s end point stack such as desktop computers, laptop computers, mobile devices, scanners, printers
- (network/desktop), and Cisco VolP phones.
- Document, in detail, steps taken to resolve escalated support cases in ticket logs using ServiceNow.
- Troubleshoot issues with network file shares and mapping network drives.
- Create/maintain computer accounts, user accounts, security groups, and distribution groups in Active Directory Users and Computers
University (2018-2019)
PROJECT INTERN
- Researched technological requirements for assignment projects.
- Used research and built technical requirements and built assigned projects according to assignment specifications.
- Presented research findings and project outcomes at a conference.
- Identified and implemented an innovative solution that addressed the human trafficking problems in Baltimore Community
- Provided coding support for the project, including coding in Python, Java, and SQL
University (2018-2019)
COMPUTER LAB/JUNIOR SYSTEM ADMINISTRATOR
- Provided computer software and hardware support to faculty and students.
- Diagnosed and troubleshot Linux and Windows processing problems and provided solutions to students.
- Managed laboratory software, test materials and hardware to ensure security.
- Provided computer, database, and network support for campus community.
- Researched, recommended, installed, configured, upgraded, and administered hardware.
EDUCATION
- BACHELOR OF SCIENCE COMPUTER TECHNOLOGY
CERTIFICATIONS
- AWS Certified Cloud Practitioner
- ITIL v4 Foundation
- Linux Foundation Certified IT Associate
