Desktop Support Analyst

AARON J WILES JR

Desktop Support Analyst

337-***-**** ad5pcn@r.postjobfree.com LinkedIn Houston, TX

PROFESSIONAL SUMMARY

Desktop Support Analyst with comprehensive experience managing and optimizing diverse IT environments, developing, and implementing robust IT infrastructure solutions. Expertise in onboarding new devices, engineering infrastructure adjustments, and ensuring seamless system integration. Conducts network vulnerability assessments, develops remediation plans, and implements security procedures, ensuring optimal system functionality and security. Offers robust technical support and network administration, improving operational performance and maintaining secure, efficient IT infrastructures.

SKILLS

System & Security Administrator, IT Infrastructure Engineering, HP OneView & McAfee Tools, System Monitoring & Troubleshooting, Compliance & Technical Documentation, Cloud & Information Security, Cybersecurity, Non-Technical & Technical IT Project Management, Networking, Azure Infrastructure, Intune, ConnectWise Screen, Connect, Microsoft Active Directory, Remote Desktop, Windows Server 2016, Azure Active Directory, Active Directory Federation Services, Azure Resource Manager, Azure Virtual Machines, Cisco Routers & Switches, LAN/WAN, Network Security, ConnectWise Manage, Microsoft Azure Backup Server

PROFESSIONAL WORK EXPERIENCE

Network Engineer/Desktop Support Kraft Kennedy 2019 - Present

●Coordinate infrastructure planning, requirements, and deployment by coordinating the overall migration process to facilitate seamless access to User and Group shared data.

●Formulate all formal documentation related to the IT infrastructure while delivering status and communications on all phases to improve IT Support, reducing time-wasting and increasing efficiency.

●Minimize response time to incoming incident response tickets by controlling ticketing queues and assigning tickets appropriately to the team, improving resolution time for recurring issues.

●Customize user experience by installing, assembling, and configuring computers, monitoring network infrastructure, and peripherals, including printers, scanners, and related hardware, guaranteeing all IT systems can function smoothly.

●Deliver prompt issue resolution by troubleshooting problems with computer systems and local file servers through product knowledge and proper escalation and communication, enhancing effectiveness and speed.

●Provide efficient administration and management of users and network resources by conducting Active Directory and Exchange Messaging tasks using Active Directory and Exchange Management Consoles.

●Champion 50+ weekly customer incidents resolution by responding to requests via phone, email, and remote sessions, heightening customer satisfaction and augmenting service reliability.

●Oversaw comprehensive IT support for 120+ end users, delivering adept Level 1 and Level 2 technical assistance, decreasing recurrent IT issues.

●Oversee and optimize 100+ network devices, including printers and scanners, ensuring minimal downtime and maximum efficiency across multiple workstations.

●Create and deploy Virtual Machines in Azure, enhancing cloud infrastructure efficiency and operational agility.

●Establish and manage storage accounts and resource groups in Azure, improving resource utilization and cloud management.

●Transition end-users from Basic to Modern authentication (MFA), significantly strengthening the overall system security and user data protection.

●Manage Azure Cloud infrastructure, including VMs and storage accounts, reducing operational costs through efficient cloud migration projects from on-prem AD to Azure AD.

●Conduct in-depth performance analyses of IT systems, identifying key trends and developing strategic recommendations that increased overall operational efficiency.

●Coordinate regular backup processes, aligning with business continuity objectives and ensuring a 99.9% success rate in data recovery.

●Stay abreast of emerging technologies, driving the adoption of solutions that increase network efficiency and scalability.

IT Security Analyst Integration International Houston, TX 2013 - 2018

●Devised and executed procedures for onboarding new devices, ensuring seamless integration with existing IT systems.

●Stayed up-to-date on information technology trends and security standards by delivering ongoing systems training and support for the department.

●Protected systems and information infrastructure, including firewalls and data encryption programs, navigating database management, and computer troubleshooting/updates.

●Authored and updated comprehensive implementation guides for technician projects, enhancing store IT infrastructure.

●Configured and managed HP OneView for hardware monitoring, contributing to infrastructure reliability.

●Administered robust security measures to protect IT infrastructure, data, and systems, aligning with client security standards.

●Conducted network vulnerability assessments using McAfee tools to identify system vulnerabilities and develop effective remediation plans that minimize risks.

●Liaised with operation teams in developing and implementing scalable preventative security measures by identifying, defining, and documenting system security requirements and recommending solutions.

●Assessed and minimized existing vulnerabilities and threats by performing incident investigations to determine the incident’s root cause and produce detection techniques exploited by adversaries.

●Eliminated potential causes of performance issues by diagnosing and troubleshooting software issues and setting up repairs for all hardware issues via multiple ticketing systems, call, chat, and remote support.

●Provided prompt incident response, troubleshooted infrastructure-related problems, and offered technical support to end-users and internal teams.

●Created and maintained IT infrastructure documentation, configurations, and operational procedures, collaborating with teams to gather requirements and offer guidance for infrastructure-related projects.

●Ensured IT infrastructure compliance with regulatory standards and industry best practices by coaching new staff on desktop server programs and client software for network endpoints.

ADDITIONAL WORK EXPERIENCE

Senior Information Technician Lowe Tree Computers 2007 – 2013

United States Navy Naval Mobile Construction Battalion Seventy-Four Gulfport, Mississippi

EDUCATION & CERTIFICATIONS

Master of Science in Information Systems, Major in Network Management

Strayer University Houston, TX

Bachelor of Science in Information Systems, Major in Networking

Strayer University North Charleston, South Carolina

COMP TIA A+ Certification

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