NOEL GUZMAN

**-** **** ****** ******, N.Y · 646-***-****

adv379@r.postjobfree.com · https://www.linkedin.com/in/noel-guzman-783b68a4 An experienced IT professional with a passion for troubleshooting and managing networks, applications, and systems. Skilled in providing technical support, implementing technology solutions, and maintaining IT infrastructure. Demonstrated expertise in managing multiple domains, Mac OS, PC-based systems, and SaaS administration. Committed to continuously improving my skillset and delivering exceptional service to clients. Experience

Team Lead: Senior Service Desk Engineer

Stagwell Global – New York, NY Current Role

• Served as the first point of contact for over 2000 employees seeking technical assistance via Fresh Works, in a timely manner and in line with SLAs.

• Troubleshot and escalated incidents to line managers and 3rd line teams, ensuring policies and guidelines are followed.

• Updated and maintained the IT Knowledgebase (Confluence).

• Supported Mac OS and PC-based systems and cloud-based administration, such as Okta, Teams O365, etc.

• Managed hiring staff and onboarding new employees, as well as offboarding ex-employees.

• Provided SharePoint administration, including site creation, site permissions, and sharing to internal and external employees.

• Administered Okta, including multifactor resets and Directory Integrations, Active Directory Integration, and Intune management.

• Supported and troubleshoot over 10 various domains.

• Provided technical support, diagnosis, and problem resolution for customers using cloud-based Microsoft technologies including Azure Core Platform and Services, Azure Active Directory (AD), Exchange Online, Microsoft 365, Intune, Data Protection Manager, and other Azure-based services.

• Office365 administration.

• Exchange administration.

• Azure Administration.

Senior IT Technician (on-contract)

The Juilliard school - New York, NY March 2022 to December 2022

• Resolved a spectrum of IT user technology-related issues via the Service Desk, providing end-to-end customer service.

• Supported both Mac OS and PC-based systems, including JAMF administration.

• Delivered and installed hardware and configured software as part of the school onboarding process and as needed.

• Provided ongoing technical support to the Student Laboratory and confirmed equipment is functioning as required.

• Implemented patching and software upgrading of all devices, including Windows and Macintosh clients, using appropriate tools.

• Assisted in managing user accounts; provided quality, consistent, and timely end-user support to Juilliard staff, faculty, students, and alumni.

• Administered Active Directory, Group Policy, Okta, JAMF, Office 365, and Remote Access; experience with Citrix environment and Virtual Private Network (VPN).

• Responded rapidly to IT disruptions.

• Supported asset provisioning and tracking efforts across the enterprise and ensured updated inventory is distributed and status recorded.

• Supported and installed Avaya VOIP.

• Created JAMF policies and created packages using JAMF Composer, taking snapshots of system apps and updates.

Level 1 & 2 Desktop Support (on-contract)

Verisk Analytics - Jersey City, NJ July 2021 to March 2022

• Responded to ticket queue via Service Now regarding L2 issues and provided remote support through Go-to-Assist as well as onsite support in a mixed environment of Mac and Windows devices.

• Answered end user calls and inquiries.

• Mapped shared drives for end users.

• Managed and coordinated IT-related return to office projects.

• Troubleshot Office 365 on Mac and Windows, using O365 Admin.

• Provided Teams meetings and live event support, troubleshooting audio issues.

• Troubleshot VMware client and confirmed correct server configuration.

• Updated group policy via GPupdate /force in Command Prompt.

• Deployed Windows 10 devices through Microsoft Endpoint and Intune.

• Administered Mac environment.

• Managed Mac devices through JAMF.

• Deployed Mac devices using MDM.

• Used NOMAD for account synchronization.

• Provided onsite and remote support of Mac and OSx devices.

• Set up and supported hardware of personal and company-issued devices

(Mac and Windows) including driver installation and updates.

• Managed users through Active Directory, password resets, app deployment and permissions, locked accounts, etc.

• Troubleshot home network and DNS issues as well as VPN issues

(Zscaler).

• Troubleshot VDI and provided support through Horizon console.

• Provided SCCM support for app deployment, troubleshooting Software Center.

• Used Okta Admin to reset multifactor authentication, change password, as well as assign internal applications to end users. IT Apprenticeship program

Borough of Manhattan Community College - New York, NY January 2020 to January 2021

• Monitored and reported network issues.

• Managed and updated Microsoft Servers remotely.

• Implemented group policies using Active Directory.

• Utilized troubleshooting techniques in support Workstations, Networked Printers, Network hub/switches.

• Resolved technical issues with Outlook, Mail, Distribution groups.

• Remotely installed and configured software.

• Remotely connected and diagnosed PC/hardware/Windows problems.

• Provided desktop and network support for the Information Technology customer base.

• Used Varonis DatAdvantage to monitor data.

CERTIFICATIONS

2019

COMPTIA A+

CISCO CCNA

DANTE AUDIO NETWORKING: LEVEL 1

VARONIS CERTIFIED ADMINISTRATOR: DATADVANTAGE

SKILLS

Networking: Proficient in TCP/IP networking

protocols, DNS, Load Balancers,Network operations

and monitoring tools such as Wireshark.

Knowledge of Cisco routers and switches

Firewall management and network security

Windows Systems Support and Administration

Active Directory

SCCM

Sharepoint Administration

Cloud platforms: AWS, Azure, Google Cloud

Office 365 Administration

Windows 10

Mac OS

JAMF

Linux

SAAS

Group Policy creation and Integration

Excellent verbal and written communication

skills

Strong analytical and troubleshooting skills

Contact this candidate