It Support Customer Service
Resume:
EMILY MOGENI
SKILLS
Technical troubleshooting
Customer service
Network administration
Software installation
Virtualization
Scripting
Operating systems (Windows,
Mac, Linux)
Windows Server
Troubleshooting expertise
IT security knowledge
Asset Management
Server Management
Database Administration
Application support
Incident Management
Configuration Management
System Configuration
Cloud computing knowledge
Mobile Device Management
Technical Support
Technology-inclined professional possesses strong
troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. WORK HISTORY
August 2021 - May 2024
IT Support Specialist Medable Inc., Palo Alto
Spearheaded, implemented and customized internal IT systems at Medable Inc, resulting in increased operational efficiency and cost savings.
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Conducted comprehensive technology assessments and provided strategic recommendations to IT leadership to enhance IT capabilities and align with business objectives
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Built, implemented, and rolled out JAMF Mobile Device Management platform that managed and improved device security and monitoring
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• Integrated Okta SSO for easy access to internal tools Maintained firm inventory of all IT assets (software and hardware) and handled Azure cloud Administration for Windows devices, Office 365 administration, Google Workspace administration, and Microsoft Intune for Windows device enrollment
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SharePoint admin: Managed SharePoint sites, user access and permissions. Configured and Maintained SharePoint servers.
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Created help desk tickets, troubleshot and resolved desktop issues.
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Established strong working relationships with colleagues, fostering a collaborative environment that enhanced IT support delivery and efficiency.
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Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
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CONTACT
Eagan, MN 55122
****.******@*****.***
Bold Profile
Mac systems
System Administration
PROFILE
Emily Mogeni, 4408 Cinnamon
Ridge Trail, Eagan, UNITED
STATES, 55122
CERTIFICATIONS
Microsoft Azure Fundamentals
AZ-900
EXPERIENCED IN
Information Technology
(Operations, Monitoring and
Software Management)
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• Network admin and security
February 2019 - August 2021
IT Support Engineer Thomson Reuters, Eagan, MN
February 2017 - December 2018
Network Administrator FORCE America, Burnsville, MN Provided remote support for off-site employees, resolving issues quickly without sacrificing job performance.
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Managed backup and recovery of data assets to safeguard system availability.
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Enhanced IT system stability by implementing proactive maintenance routines and monitoring tools.
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Developed custom scripts to automate repetitive tasks, increasing efficiency in daily operations.
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Coordinated vendor relations for software licensing agreements and hardware purchases, securing cost-effective solutions for the organization.
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• Assisted in development of system security protocols. Experience with Windows 10 and Windows 11
Environment, installing, reimaging and troubleshooting.
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Provided onsite and remote technical support for hardware and software issues to end users via phone or onsite to about 6000 employees.
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• Collaborated with teams to manage IT systems effectively Conducted training sessions for employees to enhance their technical skills and maximize utilization of IT resources
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Supported Active Directory, device enrollment, and user account management
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Managed JAMF MDM through device enrollment and issue resolution.
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Worked with VMWare and Virtualization and cloud
services (Azure, GCP and AWS)
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On-Premises AD User, computers, and group
administration
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• SCCM administration
• Windows autopilot enrollment and Azure.
Troubleshooting and installing Windows 7, and Windows 10.
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Orchestrated optimization and management of network infrastructure to ensure seamless connectivity for about 400 diverse users
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Conducted regular analysis and updates of network issues to enhance availability and performance
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Implemented network security enhancements to mitigate data breaches and vulnerabilities
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Enhanced network security through installation,
monitoring, and maintenance of firewalls and antivirus software.
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January 2014 - December 2016
Technical Support Analyst Medtronic Inc., Columbia Heights, MN
January 2012 - March 2013
Global Service Desk Analyst Thomson Reuters, Eagan, MN Authored documentation for system configuration and troubleshooting.
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Identified and resolved network congestion issues and bottlenecks.
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• Installed, configured and supported local area network
• (LAN), wide area network (WAN) and Internet system. Performed day-to-day LAN and WAN administration,
maintenance, and support.
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• Administer VOIP
• Patch Management
Successfully resolved 80% of end-user technical issues within SLA guidelines
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Collaborated with diverse teams to identify and address recurring technical issues, implementing proactive strategies that reduced incident response time by 25%
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Conducted training sessions for new employees on IT systems to streamline on-boarding processes and enhance productivity
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Maintained high levels of customer satisfaction through empathetic listening and effective communication skills.
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Resolved complex technical issues for clients, enhancing overall system performance.
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Offered remote support for cloud-based and web-based clients via phone, email and chat.
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Engaged in user support interactions via telephone, chat and email platforms.
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Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
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Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
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Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for end-users.
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Maintained detailed documentation of incidents and resolutions, aiding future troubleshooting efforts.
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Supported a diverse range of users across multiple locations across the world by addressing software, hardware, and network issues effectively.
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Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
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• Managed about 30 incoming calls per day from customers. EDUCATION
May 2014
Bachelor of Science Information Technology
Minnesota School of Business, Richfield, MN
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