Support Specialist It

JOVAN T BECERRA

**** * ******* *** ******* IL, 60641 United States 773-***-**** *********@*****.*** 0r **************@*****.***

Summary

Highly skilled and experienced Executive IT Support Specialist and Microsoft 365 Administrator with a strong background in managing and maintaining Microsoft Azure, Office 365 applications, and other related technologies. Also, with a deep understanding of diverse technologies and a strong commitment to enhancing efficiency and security, I excel in orchestrating complex projects, managing critical systems, and providing exceptional technical support. Seeking to leverage my technical skills and experience to contribute to a dynamic and innovative team. Azure Administration and Desktop Support Specialist. Office 365, Basic Networking, VPN, Virus Protection, Security, SharePoint, Exchange, Backups, Administration of Laptops and Mobile Phones.

Skills

C-Level Support

Leadership

Problem-Solving

Adaptability

Project Management

Windows Server Administration

Active Directory & Group Policy

Azure AD (Microsoft Entra ID)

Cloud Services (Azure, Office 365)

Network Management (VPN, Firewall)

Citrix

VDI Infrastructure Support

VMware Virtualization

Apple/Mac

MS Teams & SharePoint Administration

SQL

Technical Documentation

A/V Support Crestron

Endpoint Management (Intune, SCCM)

Backup & Recovery (Veeam)

Customer-Focused

Security (Firewall, MFA)

Okta Configuration

Collaboration Tools (Teams, SharePoint)

Troubleshooting (Hardware & Software)

SAN Configuration & RAID

IT Project Management

IOS Support

ServiceNow

Zendesk

Cisco AnyConnect

Microsoft IIS Application

Application Support

PowerShell

Python and Java Programming

Experience

Systems Engineer/Service Desk Team Lead 05/31/2022 to Current

American College of Surgeons Chicago, IL, United States

Providing white glove executive support to C-level executives including delivering high-touch, proactive IT and administrative assistance tailored to the unique needs of senior leadership. This role requires maintaining seamless technology experiences by anticipating needs, swiftly resolving technical issues, coordinating with internal IT teams, and managing executive devices, applications, and collaboration tools across multiple platforms. Also discreetly supporting meetings, travel, and communications through secure device setups, VPN management, remote access tools, and real-time troubleshooting. Professionally demonstrating strong communication, discretion, and attention to detail while ensuring minimal disruption to executive productivity and safeguarding sensitive data at all times.

Leverage VMware virtualization technology for the precise cloning and snapshotting of servers, ensuring a robust disaster recovery capability.

I’ve actively used Microsoft Intune for 4 years. I've used it to manage a diverse fleet of over 1,000 devices including Windows, iOS, and Android. I've extensively used Intune to enroll, configure, and secure mobile devices, ensuring compliance with company policies. I've managed and deployed applications to mobile devices using Intune, including app protection policies. I've implemented Conditional Access policies to control access to company resources based on device compliance and user identity. I've used Intune to manage and deploy Windows 10/11 devices, including configuration profiles, updates, and application deployment. I've configured and monitored compliance policies and utilized Intune's reporting capabilities to track device and application compliance.

Orchestrate the successful implementation of WhatsUpGold monitoring solution, enabling real-time reporting of VMware disk utilization and network outages.

Support VDI infrastructure to ensure users can access enterprise computer systems from any device (Personal Computer, Tablet, Smartphone Etc).

Exercise expert proficiency in managing MS Teams channels by configuring profiles to optimize settings and features for team devices which help streamline communication and bolster team efficiency.

Act as a critical escalation point for tier 1 and 2 team members, resolving complex and time-sensitive issues with precision and immediacy.

Drive the creation and meticulous management of Azure Active Directory accounts, meticulously assigning users to distinct security groups in alignment with their access requirements.

Spearhead the seamless enrollment of devices into the Microsoft Intune Endpoint management platform, enhancing asset oversight and optimizing tracking capabilities.

Implement and manage Veeam Backup to establish a comprehensive schedule of incremental weekly backups, securing vital data and providing failover points for rapid recovery.

Improved overall AD replication health by developing an automated process using Powershell to ensure that the organization site-link topology was consistent with intended design. Resulting in a stable and efficient replication environment.

Pioneer the introduction of the ServiceNow ticketing system, seamlessly integrating it into our operational framework.

Architect and fine-tune the configuration of Duo Multi-Factor Authentication (MFA) for VPN access, fortifying our network's security framework.

Deploy and customize the ADSelfService solution to automate the dispatch of expired password notifications and enable self-service password resets.

Strategically create and administer SharePoint sites, carefully curating access permissions in accordance with user requests.

IT Asset Management and Procurement Maintaining orders with CDW

System Administrator/Systems Engineer 01/27/2020 to 5/20/2022

Revantage Chicago, IL, United States

Created and enforced meticulously crafted group policies for file shares, elevating security measures to maintain impeccable file integrity and enforce finely tuned access controls.

Developed and meticulously implemented firewall rules, skillfully restricting specific domains while establishing precise allow rules for designated network traffic, significantly elevating network security and ensuring regulatory compliance.

I’ve used Jamf for Device and App Management, and Inventory Reporting. The Team and I managed a fleet of 2000 MacOS and iOS devices. I would say I’m an Intermediate level experience engineer.

I have over 2 years of experience using Jamf Pro to manage a fleet of 300+ devices. I'm proficient in utilizing its core features for device enrollment, configuration, app management, and Self Service. I've also leveraged Jamf's reporting tools to monitor device inventory and ensure compliance. Recently, I successfully implemented a new app deployment process using Jamf, significantly reducing deployment time and improving user satisfaction

Successfully executed the implementation of VMware VDI, resulting in notable cost reductions and fortified remote management security for geographically dispersed users.

Microsoft IIS to create and host websites, support applications, File exchanges, Text documents, HTML pages.

Utilized the ServiceNow ticketing system adeptly to expedite issue resolution, strategically prioritizing and escalating user concerns, and ensuring timely and effective solutions.

Designed intricate SAN configurations, including attached storages and RAID setups, adeptly allocating network storage resources to optimize data accessibility and storage performance.

Managed the creation of Office 365 accounts for new hires, while meticulously delegating nuanced permissions for user mailboxes, contributing to enhanced communication efficiency and seamless collaboration.

Performed and completed the Okta Configuration. Configured Single Sign On (SSO) Multi-Factor Authentication (MFA) and Password Reset using Okta.

Cisco Anyconnect Secure Mobility Client.

Leveraged the Mover migration tool to meticulously scan, map identities, monitor content transfer, and successfully migrate Google Workspace to Microsoft Office 365, ensuring a seamless transition of critical collaboration tools and data.

Orchestrated the implementation of Microsoft Teams by skillfully creating channels, expertly managing governance, overseeing call park policies, and diligently monitoring team usage reports, resulting in enhanced communication efficiency and organization.

Defined comprehensive system usage policies and procedures, establishing a framework of best practices for the IT department, which contributed to standardized and secure operational processes.

System Administrator 09/17/2018 to 01/24/2020

UTLX Union Tank Car Company Chicago, IL, United States

Effectively troubleshooted VOIP desk phones, proficiently configuring conference calls through Skype for Business, enhancing communication capabilities.

Leveraged VMware technology to proficiently create virtual servers, driving network expansion and facilitating efficient software deployment and testing procedures.

Demonstrated strong troubleshooting skills, effectively diagnosing and resolving hardware and software issues for both Mac and Windows operating systems.

Responsibly managed procurement processes, efficiently ordering computer hardware and seamlessly setting up workstations for new hires in alignment with departmental needs.

Utilized Manage Engine Desktop Central to meticulously deploy Windows patches, contributing to the maintenance and security of the Windows 10 operating system environment.

Skillfully configured firewall rules using Barracuda firewall technology, expertly allowing and restricting network traffic to maintain optimal security and network performance.

Expertly configured VPN connections, ensuring secure network access for users to seamlessly retrieve company data remotely.

Cisco Anyconnect Secure Mobility Client.

Created and managed Active Directory accounts, skillfully resetting passwords and assigning meticulous security permissions tailored to individual user profiles.

Skillfully executed the migration of email accounts to Office 365, proficiently establishing spam filter rules and setting up shared mailboxes according to specific user requirements.

Support Analyst/Tech Stop Engineer/EMT Technician 08/7/2017 to 04/4/2018

Google Chicago, IL, United States

Provided remote user support and Outstanding Customer Service

Played an integral role in vendor coordination, effectively managing purchase orders for essential hardware, Including Mobile Devices, contributing to efficient procurement processes.

Proficiently configured GMAIL accounts.

Demonstrated proficiency in efficiently cloning hard drives, successfully deploying workstations for new employees, and ensuring seamless onboarding experiences.

Handled and resolved Tech Stop walkups and tickets.

Service Desk Technician/IT Asset Manager 11/2015 to 08/2017

Blue Cross Blue Shield Association Chicago, IL

Actively contributed to the development of projects focused on Windows 10 migration, driving improvements in workflow conditions and user experiences.

Assisted the IT System Administrator with daily duties, future planning and resolving help desk tickets and Implementation of services.

Effectively utilized antivirus protection, expertly detecting, and eliminating malicious viruses from computer systems, maintaining optimal system security.

Configured Microsoft Exchange email accounts and adeptly troubleshooted technical problems, ensuring seamless email functions and efficient communication.

Skillfully created and managed Active Directory accounts, leveraging group policies to efficiently handle multiple user profiles and access levels.

Installed and adeptly troubleshooted Microsoft Office Products, successfully repairing corrupted files to promptly restore full functionality and productivity.

Provided expert remote assistance, diagnosing, and resolving VPN connectivity issues, ensuring uninterrupted and secure remote access for users.

Cisco Anyconnect Secure Mobility Client.

Meticulously troubleshooted and installed hardware components, optimizing computer performance and resolving technical issues to enhance operational efficiency.

Education and Training

Associate of Science: Information Systems & Technology 07/2015

Westwood College Chicago, IL

Bachelor of Science: Information and Network Security 07/2016

Westwood College Chicago, IL

Languages

English: First Language

English: C2

Proficient

Certifications & Training

AZ-104 Azure Microsoft Administrator Certificate (10/2023 - Present)

Udemy Intune Training with Microsoft Endpoint Manager Certificate (October 2022)

Udemy MS-700 Managing Microsoft Teams & Lab Simulations (May 12, 2023)

Udemy Microsoft 365 Cloud Security Administration-Hands On (May 30, 2023)

Udemy Introduction to Service Management with ITIL 4

LinkedIn Learning AZ 104 Cert Prep: 1 Manage Azure Identities and Governance

LinkedIn Learning AZ 104 Cert Prep: 2 Manage Storage Accounts

LinkedIn Learning AZ 104 Cert Prep: 3 Deploy and Manage Compute Resources

LinkedIn Learning AZ 104 Cert Prep: 4 Configure and Manage Virtual Networking

LinkedIn Learning AZ 104 Cert Prep: 5 Monitor and Maintain Azure Resources

Cybersecurity Bootcamp University of Michigan

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