It Infrastructure Desktop Support

Emeka Ihekwoaba

+1-570-***-**** **********@*****.*** Easton, PA 18042

Professional Summary

A highly experienced and motivated IT Level 3 Administrator with over 12 years of expertise in managing and maintaining complex IT infrastructure across universities, health networks, start-ups, and major pharmaceutical companies. Proven ability to troubleshoot, resolve, and prevent system issues while ensuring optimal performance and security. Skilled in system administration, technical support, project coordination, system integration, network management, network security, and vulnerability detection and patching. Seeking a role in IT support, system administration, or Windows/macOS administration, leveraging a strong technical foundation and excellent communication skills.

Skills

Project Management: overseeing and directing teams to deliver technology-related projects for organizations or clients.

Hardware and Software Management: Installing, configuring, and maintaining computer hardware, software, and peripherals.

Network Administration: Managing network servers, troubleshooting network issues, and ensuring the availability of network resources and services.

System Maintenance: Monitoring system performance and security, conducting regular system checks, and ensuring the integrity of the IT infrastructure.

User Support: Providing technical assistance and support to internal and external users, troubleshooting IT- related issues reported by users.

Security Management: Managing user accounts, access rights, and security settings, ensuring the security of the organization's IT infrastructure.

System Upgrades and Maintenance: Installing and configuring new hardware and software, performing system upgrades and updates, and ensuring compliance with industry standards and regulatory requirements.

Documentation and Training: Creating and maintaining detailed documentation of systems and procedures, and training users on new hardware and software.

Problem Solving: Diagnosing and resolving technical issues, and working with vendors to resolve complex technical problems.

IT Process Improvement: Researching and recommending new IT technologies and solutions, and making recommendations for improving the company's IT systems.

In essence, an IT Administrator is the backbone of an organization's IT infrastructure, ensuring that technology supports the business's operations efficiently and securely. Professional Experience

Sr. Desktop Support Admin

CAI - Allentown, PA

March 2025 – Present

As a Senior Desktop Support Admin, I am responsible for the upkeep, configuration, and reliable operation of computer systems, servers, and network infrastructure within the organization. My role ensures that the IT infrastructure supports the organization's goals and user needs through maintaining systems, troubleshooting issues, ensuring security, and managing user accounts. Key Responsibilities:

Provide advanced troubleshooting and support for desktop hardware, software, and network issues.

Manage and maintain desktop environments using Microsoft Entra ID, Microsoft Intune, and Microsoft Autopilot.

Develop and implement desktop management policies and procedures.

Ensure timely resolution of escalated technical issues.

Lead and mentor a team of desktop support specialists.

Coordinate and oversee daily support operations.

Conduct regular team meetings and training sessions to enhance team performance.

Collaborate with other IT teams to ensure cohesive and efficient IT operations.

Plan and execute desktop support projects, including hardware and software rollouts.

Monitor and report on project progress, ensuring alignment with organizational goals.

Liaise with vendors and suppliers for procurement and support services. Technical Skills:

Windows Admin

Intune Admin

365 Admin

Azure Admin

Entra Admin

User Admin

L3 Desktop Support

Vulnerability Detection / Patching

Level 3 Support Tech – Co-Team Lead

Sanofi Pasteur TCS Hemmersbach GmbH & Co - Swiftwater, PA February 2022 – 2025 Amunix Pharmaceuticals - San Francisco, Nov 2023 – April 2024

Administered Office 365, Active Directory, and Group Policies, including user account creation and license management.

Managed security groups to control access and implemented compliance measures.

Troubleshot hardware, software, and OS issues for desktop, printer, and laptop environments.

Managed ServiceNow ticket queues to ensure efficient resolution of incidents.

Maintained detailed documentation for system builds, configurations, and support procedures.

Oversaw asset management and executed Break/Fix activities, ensuring minimal downtime.

Project Management

IT Tech Tech L2

Computacenter - Swiftwater, PA

December 2018 – March 2019

Installed SEP, SCCM, and security patches for GxP computers.

Delivered work packages in compliance with company and client procedures.

Collaborated with internal cloud and engineering teams to address security concerns.

Provided exceptional customer service and managed escalation processes effectively. iOS/Mac Support

Conduent

December 2017 – 2018

Provided advanced troubleshooting for Apple product-related technical issues.

Delivered customer support via phone, chat, and email, ensuring issue resolution.

Documented troubleshooting procedures and collaborated with internal teams for escalations. IT On-Site Support Specialist

FCI Multiple Services - Easton, PA

March 2017 – December 2017

Managed server maintenance, Active Directory, and network configurations.

Installed, configured, and maintained devices, software, and PCs for end-users.

Deployed basic virtualization solutions and conducted imaging and deployment tasks. Data Center Analyst

Synchronoss Technologies - Bethlehem, PA

December 2015 – December 2016

Monitored cloud activity, ensuring optimal performance and network ingest rates.

Conducted hourly device testing and reported app functionality issues.

Developed and evaluated testing processes and executed enterprise-wide performance tests. EPIC Application Tester

Lehigh Valley Health Network - Bethlehem, PA

January 2015 – December 2015

Tested EPIC software across 1,200 hardware devices for functionality and performance.

Coordinated multi-site logistics for technical rehearsals and Go-Live events.

Managed a team of six technicians during system implementation. IT Technical Support Specialist

C3i Solutions Inc - Pittston & East Stroudsburg, PA December 2012 – November 2014

Provided PC and Mac support, diagnosing and resolving hardware/software issues.

Documented customer issues and streamlined troubleshooting processes.

Assisted users with technical troubleshooting via diagnostic tools and scripts. Education

Bachelor of Business Management

East Stroudsburg University - East Stroudsburg, PA Certifications

CompTIA Network+

CompTIA Security+

Microsoft Certified: Azure Administrator Associate

VMware Certified Professional

ITIL Certification

Additional Skills & Interests

Experience with macOS and Mac hardware, including troubleshooting, recovery, and installation.

Expertise in troubleshooting basic networking issues and Mac-related problems.

Proficient in scripting languages such as AppleScript, Python, and Bash.

Working knowledge of TCP/IP networking.

Experience with configuration management tools like Ansible and Puppet.

Familiarity with macOS MDM provisioning, such as Jamf.

Experience with network administration, network storage technologies (S3, NFS Filers, NAS), and UNIX administration.

Proficient in using GitLab for version control and collaboration.

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