Customer Service Desktop Support
Resume:
Rutherford, NJ
**********@*****.*** linkedin.com/in/adi-geo
TECHNICAL SKILLS
Operating Systems:
Windows Server 2016/2019/2022, Windows 7/10/11, Kali Linux, SIFT (SANS Toolkit), CAINE, Ubuntu, Parrot-OS
Networking:
Ethernet, TCP/IP, DNS, DHCP, VPN, Firewall
Programming Languages:
PowerShell, Python, Bash, Visual Studio
Tools:
ServiceNow, Zendesk, Splunk, Wireshark, IPS/IDS, DLP, SolarWinds, CrowdStrike, CyberArk, MS Sentinel, MS Defender for Cloud, OKTA, Jira, Confluence, Tableau, Power BI, Sumo Logic, SentinelOne, SCCM, Exchange Online, SailPoint, WYSE Management, CRM
Skills:
Technical Support, Enterprise Customer Service, Teamwork, Infrastructure Support, Cyber Security, Information Security Awareness, Cloud Security, Citrix, Azure, Digital Workspace, Ethical Hacking, Intrusion detection, End-to-End (E2E) Migration/Support, End-Point Protection, VMware VDI, O365,
Environment / Platform
VMware vSphere, VMware, Horizon VDI, Citrix, AWS, Azure, EntraID, ADUC, NFS, Mac OS, Microsoft Intune, Autopilot, SCCM, Mobility, MDM, MAM, MS SQL, Printer Server management
Soft skills:
Communication, Collaboration, Adaptability, Problem-solving, Time management, Leadership, Emotional intelligence, Conflict resolution, Customer service, Initiative, Creativity, Resilience, Integrity, Teamwork, Empathy
EDUCATION
Cybersecurity Certification Program, Computer Science
New Jersey Institution of Technology, Newark, NJ
Microsoft Security
Computer Networking
Cloud Security
Linux Security
Network Security
Cyber Infrastructure and Technology
Python for Security
Offensive Security: Ethical Hacking
DFIR & Threat Hunting
Game Theory Strategy in Cybersecurity
Associate in Engineering, Mechanical & Electrical Engineering
The City and Guilds of London Institute,
Dominica State College, Roseau, Dominica
PROFILE
Self-motivated and result-oriented IT professional proficient in providing optimal solutions to technical IT infrastructure, cyber security, and cloud computing issues through tools, methodologies, and technologies. Effective team builder empowers personnel to improve performance and overall organizational growth. Possess multi-tasking, written & verbal communication, analytical thinking, and problem-solving skills. Passionate about learning new tools and technologies to meet industry needs.
PROFESSIONAL EXPERIENCE
IT Support Engineer Consultant Jul 2024 - Dec 2024
AlTi Tiedeman Global / New York, NY
Provide first and second-level support to C-Suite and end-users, both onsite and remote, for Microsoft Office 365 applications (Outlook, Teams, Word, Excel, PowerPoint, Box.com, Adobe, Bloomberg)
Take ownership of complex technical issues, analyze problems, and propose effective solutions, and providing step-by-step documentation.
Troubleshoot and support VoIP systems, addressing performance issues as needed. Work with external vendor to resolve 3rd party solutions.
Manage user accounts in MS EntraID and Microsoft 365, ensuring access and security, using MFA, group security and conditional access.
Manage and Support, Azure, M365, Exchange Online, MS Intune, Proofpoint, UKG, Salesforce support
IT Support & Security Consultant
Insurance Firm / Newark, NJ
Provide L2 and L3 support to on-site and remote users, assisting in profile support, resource access, applications and hardware provided by the firm.
Spearhead Intune and Autopilot project enrolled 800+ laptops into the Intune environment for centralized management and support
Provide desk-side support to all end-users, mentor, share knowledge, and empower end-user to utilize newly deployed applications and platforms.
Created user profiles, deployed 2FA and MFA, onboarded new hires, instructed users on using all technical resources, and provided step-by-step documentation
Supported MS Azure AD, Azure VM, EntraID, SharePoint, Exchange, MS 365 Admin, MS Intune, AWS Workspace environment, and MS Teams.
Senior EU Support Feb 2024 – June 2024
Lord, Abbett & Co LLC. / Jersey City, NJ
Provide advanced technical support, administration, and assistance to end-users, resolving hardware and software issues promptly and effectively, across the US, Ireland, UK, Dubai, and Singapore.
Install, configure, and troubleshoot proprietary software applications, operating systems, and updates. Ensure software compliance and licensing.
Display in-depth knowledge of Microsoft AD, EntraID, Azure, Intune, MS Office 365, Windows OS and MacOS, administration, security, deployment, and management of automation technologies
Manage user accounts, permissions, and access control, including password resets and account provisioning/de-provisioning.
Administer and manage on-prem MS Exchange and Exchange online.
Manage and support Citrix and VMware virtual environment, servers, and VDI workspace
Implement, train, and enforce security policies and best practices, ensuring the protection of sensitive data and compliance with security regulations.
Monitor, research, and resolve security alerts, detection, and intrusion attempts using IDS and SIEM.
Collaborate with other IT teams, including network administrators, Info Sec, Cyber, Alert and Monitoring, System Engineering, Exchange Admins., and system administrators, to resolve issues that require cross-functional expertise.
Senior Desktop Engineer II Nov 2021 – Oct 2023
Cross River FinTech Bank / Fort Lee, NJ
Provide IT technical support to 17 BUs across the US, Tel Aviv, and India by resolving IT system and end-user issues
Identify & recommend company-wide security solutions, including system
CERTIFICATIONS
Microsoft Certified Solutions Associate (MSCA)
Microsoft Certified IT Professional (MCITP)
Microsoft Certified Professional (MCP)
Cisco Certified Network Associate (CCNA)
CompTIA Security+
ITIL Foundation Certification
VMware Virtualization Certified Professional, Data Center Virtualization (VCP)
AWS Certified Solution Architect Associate (AWS-SAA)
Microsoft Azure Fundamentals
AZ-900
(ICS)2 Candidate
(ICS)2 CC, in-progress
backup, disaster recovery, and data protection
Manage enterprise platforms, including Hyper-V, VMware, Azure, AWS, MS Server 2019, and Linux per requirements
Perform installation, configuration, and deployment of workstations, laptops, VM, VDI, devices, and equipment
Support MS Exchange Online, MS Intune, MS Endpoint Manager, MS Azure, MS Office 365, MS CloudApps, and Palo Alto
Manage MFA, VPN, RSA, Falcon CrowdStrike, AD, AAD, SolarWinds, SCCM, and Intune, ensuring security and efficiency
Conduct security assessments for implementing countermeasures to detect and prevent intrusion attempts
Collaborate with cross-functional teams to improve IT infrastructure functionality and network security
IT Consulting Project Jun 2021 - Nov 2021
IT Desktop Engineer III - VMware Migration and Support
NJ Transit, Newark & Maplewood, NJ
Monitored & supported Network Operations Center (NOC) and NJ Transit Police Monitoring centers using best practices
Assessed network devices, servers, applications, and security events to identify anomalies, vulnerabilities, and threats
Supported the team in system & network security audits and provided suggestions to improve network operations
Supported MS Exchange Online, MS Office 365, MS Teams
End User Support Specialist II - Citrix Migration and Thin Client Refresh
DTCC, Jersey City, NJ
Installed, configured, and maintained Windows workstations, laptops, and HP thin clients to enhance IT service delivery
Provided hybrid support to executives and international staff on-site and remotely while improving customer satisfaction
Supported and maintain Citrix environment and end-users' Citrix VDI sessions to facilitate efficient and secure access
Provided support to MS Exchange Online, MS Office 365 application support, and SecureID RSA and VPN
Snr Acquisition Engineer III - Onboard procure company into Enterprise Network
World Insurance, Edison, NJ
Cloud Support Specialist Jan 2020 - May 2021
Verisk - Jersey City, NJ
Provided support to Identity and Access Management to securely access an organization's data and resources
Troubleshot and resolved issues of CloudFormation to efficiently and automate infrastructure resources management
Utilized Cloud Endure for disaster recovery and data migration to AWS while ensuring data integrity and reliability
Leveraged AWS, including Workspace, S3, EC2, load balancing, auto scaling, volumes, and snapshot management
Revamped IT services with MS Azure using AAD, VM, disk Azure file, Blob, Sentinel, and snapshot
Designed, built, and supported cloud workspace environment and performed upgrades to improve performance
Infra. Technical Support Technician II Apr 2014 - Dec 2019
Verisk - Jersey City, NJ
Provided Global 2nd level support for troubleshooting all HW\SW incidents escalated by Help Desk
Identified and resolved issues of desktop, server, cloud, and network of the on-site and remote users across the globe
Installed, configured, and deployed Windows operating system and Windows Server operating system per user needs
VMware Horizon administration and troubleshooting
Enhanced overall organizational security posture with Symantec Data Loss Prevention, CheckPoint VPN, SecureID RSA, Data Encryption, Identity Security Management, Okta SSO, MFA, Zscaler Auth., FireEye, CyberArk, Okta provisioning
Utilized Microsoft Endpoint Configuration Manager for imaging and deploying OS per business needs and standards
Performed user profile & data migration, app upgrade, and patching while maintaining a secure computing environment
Troubleshot Windows 10 Enterprise, PC, Laptops, VMware VDI, AWS Workspace, Citrix Workspace, Printing Solution, Print & File Server, O365 Exchange, and AD
Collaborated with 3rd and 4th level support and vendors to resolve critical events and incidents
Trained and mentored newly hired staff and team members on procedures and policies to improve organizational growth
ADI GEORGE
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