IT Support Analyst

Jake C. Ayo

T: 210-***-**** Email: *******@*****.***

A dedicated IT professional with 18 years of diverse experience in network administration, firewall management, and application support, including international support for both government and civilian workforce. Maintained government network firewalls for the US State Department and US Air National Guard (USANG), applying automation and best practices in security policies. Served as de facto program manager for various government entities such as Theater Aerospace Command and Control and Control Simulation Facility (TACCSF) on Kirtland AFB (Air Force Base), the US State Department, US Army Corp of Engineers (USACE), US Army Space Missile Defense (USASMD), and US Air National Guard (USANG) where I oversaw critical projects. As a civilian employee at Kirtland AFB, installed and tested network server and software configurations. At the State Department, managed firewall configurations and provided technical support adhering to Network Operation Security Center (NOSC) government personnel policies. With USACE, I ensured domain administration compliance with USACE naming conventions. As a senior program manager for USASMD, implemented Oracle and Vantive software systems, optimizing desktop and laptop performance. At USANG, I facilitated internet access and monitored vital systems. During my international Information Technology (IT) employment with Hastings Direct Insurance, supported IT infrastructure across global locations, including disaster recovery sites in Crawley and Basingstoke, while overseeing AS/400 and telephony network management. In addition, during my international tenure with Arden Knowledge Management, led international teams in planning and budgeting for network system migrations and cloud infrastructure enhancements. My robust interpersonal skills foster effective communication, facilitating collaborative work environments. With strong problem-solving abilities, I consistently deliver technical resolutions.

Core Knowledge, Skills and Abilities (KSAs)

Identity & Access Management (IAM) Network & Firewall Administration RBAC Knowledge

Cloud Environment (AWS and Azure) Enterprise Service Desk Applications Entra ID

Okta Workforce Identity Google Workspace Technical Lead

Endpoint Management Systems LAN/WAN Management Strategic Planner

Identity protocols Active Directory Knowledge ServiceNow

Windows Server Administration System/Infrastructure Migration ConnectWise

Windows Laptops, Desktops & VMs Directories (LDAP/AD) DNS/DHCP

MacBooks & macOS VMs iOS and iPadOS Devices Critical Thinker

Professional Experience

iHeartMedia

Identity and Access Management Engineer (October 2020 - Present)

Provided sound guidance and technical consulting assistance to iHeart clients. Devised analysis of alternatives solutions (AOAs) to end-user for timely execution of program results. Troubleshoot iHeart environment to ensure combability and reflection of real-world scenarios in support of customer needs. Extensive experience and success implementing and utilizing IAM protocols and principles.

Reflected a commitment to upholding the company's Standards of Procedures (SOPs). Encompass the end-to-end program, implement operational support, and apply best practices to the iHeartMedia system. Recognize the importance during communication of knowing your audience and remaining clear, concise and always accurate to facts.

Holds a pivotal role as a linchpin for new projects. In addition, I serve as a company research analyst, providing vital support to Contractor, KPMG, as we navigate the Privilege Access Management Initiative (PAMI). As part of this role, I am accountable for conducting comprehensive research, documentation, and rigorous BETA testing of new cloud-based products, ensuring their alignment with our evolving technological landscape.

Sr. Enterprise Analyst (October 2017 – October 2020)

As a Senior Enterprise Analyst, I provide comprehensive support to both local and remote staff within the diverse portfolio of iHeartMedia companies. My role encompasses a range of responsibilities, including offering expert technical assistance, guidance, and solutions to end-users navigating hardware, software, and systems. A key aspect of my position involves swiftly resolving end user issues and effectively managing problems at various tiers (1, 2, and 3). I am an active participant in the on-call support rotation, ensuring prompt assistance even during off-hours.

Proficient in deploying, installing, maintaining, and securing hardware and software solutions tailored to meet user requirements within budgetary constraint. Have effectively compiled, organized, and analyzed data that was accurate, reliable, and beneficial to the company. As a Senior Enterprise Analyst at iHeart, I provided technical guidance to and reviewed the work of junior team members. Offered sound guidance and technical and accurate consulting assistance to our customers.

In addition to my support functions, I meticulously document procedures and updates, maintaining an accurate record of newly installed equipment and modifications to computer configurations across different sites. My proficiency extends to both Windows and Apple operating systems, enabling me to proficiently address a broad spectrum of technical challenges.

Effectively communicates with both high level managers and consulting t4eam members throughout the workforce and organization.

In essence, my role as a Senior Enterprise Analyst is pivotal in ensuring seamless operations for iHeartMedia by delivering superior technical support and contributing to the overall efficiency and functionality of our technological landscape.

RESONANT TECHNOLOGY

Service Desk Technician (May 2015 - October 2017)

Provides proficient IT support for Microsoft's operating systems, adeptly addressing technical issues. Actively monitors notifications from the remote monitoring and management system, promptly responding through service tickets. Ensures accurate system documentation upkeep and conducts thorough reviews within ConnectWise. Effectively communicates with customers, providing updates on incident progress and proactively informing them about upcoming changes or agreed-upon outages.

HASTINGS DIRECT INSURANCE (International)

2nd Line Analyst (December 2013 – May 2015)

Managed and orchestrated service requests across various departments, guiding them from initiation to successful completion. This encompassed tasks such as setting up new workstations, overseeing user account management for both systems and applications, and executing installations, configurations, and provisioning for telephony services. Implemented routine operational procedures, including nightly job runs, backups, and system checks, to ensure optimal accessibility for all users.

Led the delivery of AS/400 Operations, CDL Operations, Telephony services, as well as overseeing LAN & WAN management, PC maintenance, and upgrades. Offered second-line support for numerous internal and external applications, including the Microsoft product suite, over 150 Wintel servers, and more than 15 HP switches.

Extended remote support to multiple locations, including Bexhill, Newmarket, London, Gibraltar, as well as the disaster recovery sites in Crawley and Basingstoke.

ARDEN KNOWLEDGE (International)

Sr. Technical Lead (May 2012 – December 2013)

Formulated, strategized, and seamlessly executed migration strategies to facilitate the expansion of client systems and infrastructure. Directly managed second and third-line support for a client base encompassing 50 companies. Employed cutting-edge technologies to automate the monitoring of system backups, detection of antivirus/malware infections, assessment of client and network infrastructure, and the measurement of client/server uptime.

Masterminded and executed action plans to swiftly address issues related to client systems and infrastructure, while consistently researching emerging technologies to provide agile solutions for critical challenges. Collaborated closely with senior management to meticulously prepare agency proposals.

Assembled a track record of successfully planning and executing complex migrations, encompassing tasks such as:

- Upgrading Windows 2003 to Windows 2011 Small Business Server

- Transitioning from Windows 2003 to Windows 2012 Foundation/Essentials

- Migrating from Exchange 2003/2007 to Exchange 2010

- Seamlessly transitioning from Exchange 2003/2007/2010 to Kerio Connect Hosted Mail

Through these endeavors, I played a pivotal role in fostering enhanced efficiency, reliability, and modernization within the client landscape.

CONSURO

Windows Helpdesk Technician (May 2011 – May 2012)

Installed, meticulously configured, adeptly managed, and provided unwavering support for servers within a Microsoft Windows environment, ensuring the pinnacle of backup efficiency, performance optimization, and uninterrupted uptime. Proficiently crafted Active Directory groups, established user accounts, and held a firm grasp on user permissions. Conducted routine maintenance, encompassing critical tasks such as Windows updates, server reboots, and ensuring data integrity through robust backups.

Demonstrated prowess in configuring, establishing, and overseeing IIS 6.0 and IIS 7.0 based web servers, while adroitly managing diverse .Net Frameworks (ranging from 1.1 to 4.0) along with associated development tools. Played an instrumental role in Microsoft Exchange migrations, skillfully orchestrating seamless transitions from Exchange to Exchange and orchestrating upgrades from versions 2003/2007 to 2010.

Demonstrated expertise in establishing fresh server environments employing Microsoft Hyper-V virtualization technology. Spearheaded the creation and execution of system solutions, orchestrated strategic architecture modifications, and executed meticulous capacity planning to ensure optimal performance in the supported environments.

Proactively tackled a spectrum of challenges, spanning Server Hardware, Networking, Web Services, Database management, Active Directory intricacies, DNS intricacies, Cluster configuration, and intricate E-Mail intricacies. Through this comprehensive approach, I consistently ensured the stability, resilience, and high performance of intricate technical systems.

Projects

I have been involved in migrating over 200 SaaS applications from Okta to Azure AD, successfully completed migrations from on-premises MS Exchange to Office 365 and implemented Beyond Trust Password Safe cloud for privilege access management.

Courses

CS50 Introduction to Cybersecurity

CS50 Introduction to Databases with SQL

Cybersecurity Basics

Introduction to AWS Identity and Access Management

CS50 Introduction to Programming with Python

Additional Employment

Helpdesk Team Lead/Exchange Administrator, Randolph AFB, January 2010 to April 2011

Hosted Exchange Admin II, Rackspace, September 2007 to November 2010

Service Desk Technician Level 2, ATT, September 2006 to April 2007

Project Manager-Contractor, CACI, July 2006 to August 2006

Desktop Support- Contract at United States Army Corp of Engineers, DataFlow, October 2003 to May 2004

Computer Clerk-Summer Hire, United States Army Corp of Engineers, May 2003 to October 2003

Firewall Administrator-Contractor, CACI, October 2002 to February 2003

Firewall Administrator-Contractor, ITEQ, February 2002 to October 2002

Network Administrator-Contractor, Spherion, December 2001 to February 2002

Network Administrator-Contractor, TekSystems, October 2001 to December 2001

Computer Assistant, GS-0335-04, Theater Aerospace Command and Control Simulation Facility (TACCSF, Det4, AFC2TIG), June 1999 to April 2001

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