Location

H number

Name Í
B email
https://www.linkedin.com/

Education
CompTIA Network+ certification, | Community College, Location.
Continuing Education:, Microsoft Administrator AZ-103, AWS, GCP Cloud
Essentials / Scripting for Powershell & Python.

Experience
October 2018 Service Desks Analyst / L1 Engineer, Company A, Location.
– Present { Performed Administrative tasks (i.e user creation/termination, file access request, distri-
bution lists management, email flow management, authentication request)
{ Remediation of network and hardware related issues following the OSI layer model
and the principle of the bottom-up approach (devices supported: MAC, Windows, iOS,
Android, LAN/WAN printers)
{ ServiceNow/Autotask ticketing systems used for tracking, responding, and escalating all
technical related issues with end users.
{ Curation and Documentation of all reported troubleshooting tasks for clients with
internally kept archive of knowledge-based articles.
May 2018 – Help Desks Specialist, Company B, Location.
October 2018 { Configuration management and software implementation to end user devices (i.e. pro-
prietary software installs, printer setups, mobile device management)
{ ServiceNow ticketing system used for tracking, escalations, and archiving of knowledge-
based articles
{ Active Directory, O365, Exchange, Server backup, Disks Partitioning
{ Trained to handle incident responses in aftermath of lost devices or security breaches
{ Trained in HIPAA Compliance for client sensitive information
March 2018 – Software Support Specialist, Company C, Location.
May 2018 { Incident response reporting following threat detection with company software
{ Freshdesk ticketing system used for tracking and escalation procedures
{ Working knowledge of Windows operating systems (XP, Vista, 7, 8.1, 10) & Android
for troubleshooting assistance related to the supported product
{ Management of registered user accounts in an administrative portal for auditing purposes

Skills
Ticketing ServiceNow| Autotask | Freshdesk |
System
Languages Python | Powershell | Bash
 Admin Gsuite | O365 | Exchange | Bitlocker | Slack | Okta | DuoMobile | Active Directory
| Meraki | XenDirector/Desktop | Mimecast | Safenet MobilePass+ |Egnyte |
Remoting: Bomgar, Logmein, Opsramp, Labtech
Device / OS iOS | Windows 7, 8.1, 10 | OSX | Android | Linux (Beginner)
Support

Executive Summary
,.
An Information Technology Specialists with a passion to learn up and coming technologies
and its implementations within a business infrastructure. My goal is to leverage the
working knowledge of best practices to provide continual services for worry free IT
management and a pleasant work environnment.