Help Desk Technician

Jenine Moss Strong

Phone: 202-***-**** Email: ********@*****.*** LinkedIn: J. Moss Strong LinkedIn

Executive Summary

Strategic and solution-oriented IT leader with 10+ years of progressive experience supporting enterprise IT environments within federal, aviation, financial, and healthcare sectors. Expertise spans technical operations, endpoint management, and IT service delivery. Recognized for leading cross functional teams, optimizing support workflows, and aligning IT infrastructure with business goals. Adept at Windows Autopilot, Intune, Active Directory, and Citrix. Top Secret clearance (issued Feb 2024). Holds certifications in ITIL 4 and CompTIA IT Fundamentals.

Core Competencies

IT Operations Leadership

Microsoft Azure (Intune, Autopilot)

Active Directory Administration

Citrix/Federal Desktop Management

User Experience & Service Delivery Optimization

Cross functional Team Leadership & Training

Mobile Device Management (MDM)

Technical Support & Ticketing Systems (ServiceNow)

Security Compliance & Systems Integration

Professional Experience

Guidehouse Technical Analyst II (Jan 2023 Present)

Spearheaded device provisioning for 600+ employees via Autopilot and Intune, reducing onboarding delays by 40%.

Supported Citrix/Federal and MS Office Access Hub for 1,000+ users.

Managed 500+ mobile devices via Intune, maintaining 98% compliance.

Delivered onboarding training and SOPs, increasing productivity by 30%.

Mentored 5+ support analysts, increasing SLA resolution by 25%.

Collaborated on cross department IT initiatives with 0% downtime.

Alliance Executive Group for Guidehouse IT Technical Analyst (Sep 2022 Jan 2023)

Configured devices via Autopilot, managed user roles through Active Directory.

Coordinated patch deployments across 300+ devices using SCCM.

Enhanced onboarding documentation, reducing troubleshooting time by 25%.

Mindlance for World Bank Group IT Coordinator II (Jul 2022 Aug 2022)

Delivered IT support to 300+ staff, managing asset lifecycle and secure access.

Ensured telecom provisioning and information security standards adherence.

Conducted training sessions with 95% satisfaction rating.

Artech for Southwest Airlines IT Service Desk Specialist (Feb 2022 Jun 2022)

Resolved 200+ user issues daily; 98% firstcontact resolution rate.

Developed documentation that reduced ticket recurrence by 20%.

American Airlines Technical Support Level III (Apr 2019 Sep 2020)

Managed kiosk infrastructure and asset inventory across 3 metro airports.

Facilitated audits and improved system uptime by 35% through proactive support.

Led compliance reporting through SharePoint and directed incident response.

Education & Certifications

Master of Science, Information Systems Strayer University, 2016

Bachelor of Science, Homeland Security/Information Systems Strayer University, 2012

Certifications: ITIL 4, CompTIA IT Fundamentals

Technical Skills

Office 365 Endpoint Manager Azure Active Directory Citrix Workspace Intune SCCM ServiceNow Salesforce AWS Bomgar TeamViewer Laptop Imaging MDM

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