JOEL NORTHAM

303-***-****

adr1oc@r.postjobfree.com

EMPLOYMENT HISTORY

IT Support Engineer (Contract), ASPCA, March 2019-September 2019, New York City

• Assisted staff and with diagnosis of software and hardware issues and concerns.

• Managed users and groups in Microsoft Azure and GSuite SaaS platforms.

• Performed hardware moves, inventory, internet and phone setups.

• Imaging of new dell laptops and installed anti-virus software and VPN services.

• Performed regular troubleshooting with Microsoft Office products.

• Managed cloud storage using box.com.

• Managed provisioned applications using Okta.

• Administered routine phishing tests.

• Utilized Zendesk ticketing system.

• Performed inventory on all IT equipment.

• Mobile device management using JAMF.

IT Engineer (Contract), Greenkey Resources, October 2018-February 2019, New York City

• Provided IT hardware and software support to clients and staff at H+ Capital, Boston Consulting Group, Tishman Speyer.

• Set up SaaS infrastructure (GSuite, Azure, Okta).

• Set up and maintained networking infrastructure with Cisco Meraki.

• Performed hardware moves, inventory, internet and phone setups.

• Set up mobile printing and software installations on mobile devices.

• Performed regular troubleshooting with Microsoft Office products.

• Assembled audio and video equipment.

IT Support Associate, Davis, Polk & Wardwell LLP, October 2015-October 2018, New York City

• Provided Level II IT support to litigation staff and external clients.

• Created and managed tickets in HEAT ticketing system.

• Managed users and groups in Microsoft Azure SaaS platform.

• Performed remote desktop troubleshooting, including, but not limited to; monitoring, activating, terminating processes and applications on user computers, managing documents and other files on user’s document management systems, shadowing users, managing user profiles using Citrix, SCCM and other remote management software.

• Managed email distribution groups using Telnet.

• Provided administrative access to user for software installations and other processes using Synergix.

• Performed regular troubleshooting in Microsoft Office; Outlook, Word, Excel, Powerpoint, as well as the iManage desksite document management system.

• Mobile device management using MobileIron and JAMF. Technology Resource Specialist, Brooklyn Public Library, January 2013-October 2015, New York City

• Provided hands on desktop & technical assistance to patrons using library resources and technology.

• Provided hardware and software troubleshooting on computers, printers, scanners, public wifi, fax machines, copy machines, library self-checkout kiosks, computer reservation states and queues & the library catalogue.

• Performed regular internal and external maintenance on all of the technology in the library branch.

• Created computer education curriculums, including, but not limited to: Microsoft Word, PowerPoint, and email.

• Taught computer classes to library patrons using the aforementioned curriculums.

• Assembled audio & video equipment for programs & community events taking place in the library branch.

• Utilized Sierra, Brooklyn Public Library’s circulation software to access user accounts for fine payments, check-out/check-in, and hold placement.

• Used Remedy ticketing system to submit and track internal problems and customer- reported issues.

• Developed basic knowledge of Active Directory Domain Services, Networking, TCP/IP.

CERTIFICATIONS

• CompTIA ITF+, 2014

• CompTIA A+, 2014

EDUCATION

Shenandoah University, Winchester, VA 2006-2010 — Bachelor of Arts in Music with Elective Study, Bachelor of Sciences in Psychology; cum laude

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