Service Desk Active Directory

NOEL GUZMAN

New York, N.Y • +1-646-***-**** • ************@*****.*** • www.linkedin.com/in/noel-guzman-783b68a4/ Experienced IT professional Windows Operating Systems Expert, CCNA and CompTIA A+ certified with 7+ years of expertise in troubleshooting, network, system, and cloud management. Proficient in PC-based systems, Active Directory, and SaaS administration. Dedicated to ongoing skill development and delivering exceptional client service, including C-level executive support, VIP ticket resolution, and white glove service. PROFESSIONAL EXPERIENCE

Team Lead - Senior Service Desk (MAC/PC) 12/2022 - Current Stagwell Global One World Trade Center, NY

• Technical assistance for 10+ agencies via FreshService, maintaining 90%+ response rate and adherence to SLAs.

• Powershell for support of Windows including running a Windows update script.

• Developed numerous PowerShell scripts for automating tasks such as user account management, system monitoring, and data backup. Including creation of Intune script for device provisioning.

• Utilized the PowerShell Exchange module to manage Exchange Server environments, automating mailbox provisioning, permissions management, and email flow configurations.

• Provide on-site and remote technical support, hardware procurement, set up company AV equipment for onsite meetings, and support for cloud-based applications.

• Collaborate on onboarding/offboarding processes, account activation, and Office 365 license issuance.

• Lead a team of 6 Service Desk Engineers, ensuring efficient ticket management and keeping overdue tickets below 5%.

• Administer various cloud platforms (Okta, Azure, JAMF, etc.) and handle Active Directory tasks via Kaseya.

• Integrate, support, and troubleshoot companywide SSO applications through Okta, managing group assignments and licensing for over 1,500 users.

• Ensure compliance with SOX regulations during offboarding, maintaining a 100% compliance rating.

• Sharepoint site creation and Migration from Box, Setting up user permissions in Sharepoint site.

• Supporting C-level executives and serving as the primary escalation point for VIP tickets.

• Google Workspace Administrator, Created and managed user accounts, including new employee setups and terminations, Granted and revoked access to Workspace services (Gmail, Drive, Google Meet). Configured and enforced security and compliance policies, including two-factor authentication and data retention. Assigned different access levels based on user roles.

• Conducted regular audits, delegated appropriate permissions, and enforced stringent security protocols to ensure a smooth Workspace environment. Senior Support Analyst (MAC/PC)

The Juilliard School New York, NY

01/2021 - 12/2022

• Provide end-to-end IT support for 500+ users via ServiceNow, resolving diverse technology issues.

• Configure 5 plus laptops daily for school onboarding and ensure functionality of 3 Student Laboratories.

• Patching and upgrading for 500+ devices, publishing periodic reports on patch status and device uptime.

• Assist in implementing and configuring cloud services, including virtual machines and identity/access management.

• Administer asset provisioning using JAMF and AD, overseeing inventory updates and software deployments for 300+ Apple devices.

• Support internal and remote meetings across various platforms and administer Okta for user management and permissions across 100+ Organizational Units, alongside deploying 200+ Windows laptops via Microsoft Intune.

L2 Desktop Support (MAC/PC)

01/2019 -01/2021

Verisk Analytics Jersey City, NJ

• Answered over 20 client calls per day, documenting incidents using ServiceNow.

• On-site support for a mixed environment of 30 percent Mac and 70 percent Windows.

• On-site and remote Teams meetings and live events support for over 200 users.

• Deployed over 500 Windows 10 devices using Microsoft Endpoint and Intune.

• Active Directory account unlock, password reset, and laptop distribution.

• Admin for Mac environment, providing support and management through JAMF for over 300 devices.

• SCCM support for app deployment and OS patching for over 1,000 devices.

• Supported Okta, resetting multifactor authentication and managing internal applications for over 1,000 end-users.

IT Helpdesk Associate

01/2018 -01/2019

Borough Of Manhattan Community College New York, N.Y

• Responded to level 1 and 2 inquiries, documenting and resolving incidents.

• Active Directory OU placement. password resets and user creation.

• Remote and onsite technical support for over 300 users.

• Monitored and documented Network issues on campus using company resources and tools.

• Printer support and troubleshooting for all lab-based printers on campus. AV Support Technician (Part time Contract) 2018 -2019 ThinkSimple New York, N.Y

EDUCATION

ASSOCIATE IN APPLIED SCIENCE: Computer Information Systems 2018 Borough Of Manhattan Community College

CCNA certificate

CompTIA A+ certificate

SKILLS

Level 2 Technical Support (7 years), System Management (5 years), Microsoft Intune (5 years), O365 administration (7 years), PowerShell (5 years), Active Directory (7 years), VPN Configuration (7 years), SCCM (6 years), JAMF (5 years), Okta (7 years)

Contact this candidate