IT Support Engineer - Level 2/3 - Cybersecurity & Sys Admin Expertise

Emmanuel Coles

Contact Info: (***) -***-**** *******@****.*** LinkedIn: Emmanuel Coles

Objective

Highly Motivated and experienced IT Professional seeking a position as a Skilled Level 2 or Level 3 Support Engineer/Programmer. Bringing strong expertise in cybersecurity, database management, and technical support. Committed to delivering tactical, day-to-day support while ensuring system security, performance, and user satisfaction. Technical Skills

● Systems & Administration: Windows Server, Active Directory, Office 365, VMware, Hyper-V

● Networking & Security: Cisco Networking, Network Protocols, Cybersecurity Fundamentals

● Tools & Platforms: ServiceNow (SNOW), Azure SQL, Mainframe Operations

● Programming & Databases: JavaScript, SQL, C#, Python, C++

● Software: Microsoft Office Suite, Adobe Creative Suite

● Other: Typing – 60 WPM 10-Key by Touch

Soft Skills:

● Strong communication

● Customer service

● Detail-Oriented, Fast Learner

● Problem-Solver

Certifications

● Notary Public – State of North Carolina

Education

University of North Carolina at Greensboro — Graduated: May 2025 B.S. in Computer Science, Concentration: Cybersecurity

● Dean’s List: August 2020 – 2024

Professional Experience

Level 2 Support Engineer/POC

Procter & Gamble Greensboro, NC March 2025 – Present

● Provided advanced troubleshooting and resolution for escalated technical issues across desktops, servers, and networked systems, serving as the primary escalation point for junior technicians.

● Led the management and maintenance of Windows Server environments, including Active Directory, Group Policy, and Office 365 administration.

● Delivered hands-on support for end-user systems, applications, and hardware, ensuring minimal downtime and high user satisfaction.

● Oversaw system administration tasks, including patching, monitoring, and performance tuning of virtualized environments (e.g., VMware, Hyper-V).

● Coordinated with network and infrastructure teams to support LAN/WAN environments and maintain system reliability.

● Utilized IT service management tools such as ServiceNow (SNOW) to track, manage, and resolve incidents, service requests, and change management tasks in a timely and organized manner.

● Took an active leadership role in IT projects, system upgrades, and migrations, ensuring timely and successful implementations.

Strategic Operations Specialist / Tech Specialist

The Davinci Company Greensboro, NC April 2024– Feb 2025

● Analyzed VA requirements and sourced government contracts

● Developed an analytical database using Azure SQL

● Collaborated on long-term strategic planning and program goals

● Supported contract review and procurement processes I.T. Support Specialist / Programmer

Exemplar Healthcare Greensboro, NC March 2023 – April 2024

● Installed, configured, and maintained computer systems and software for an independent pharmacy distribution

● Ensured network security and device functionality

● Diagnosed and resolved hardware/software issues

● Managed procurement of technical equipment

Professional Experience

Technical Support Specialist

Marcus by Goldman Sachs Remote May 2022 – December 2022

● Provided advanced support to credit card holders with tech issues

● Trained and onboarded junior tech support specialists

● Handled hardware, peripherals, network, and software concerns LiveOps Tech Support

TurboTax Contract Remote December 2021 – May 2022

● Delivered empathetic, high-level customer service for tax-related issues

● Documented user interactions and resolved complex technical concerns Loss Prevention Specialist – Tech Department

Target Morrisville, NC March 2021 – November 2021

● Identified and prevented theft and inventory loss

● Provided tech-related customer service and support IT Specialist

St. Augustine’s University Raleigh, NC October 2019 – November 2020

● Provided campus-wide technical support for hardware, software, and networks

● Maintained and improved network performance

Client Relations Manager

M Divine Auto LLC Raleigh, NC June 2019 – November 2019

● Managed budgets, invoices, and client communications

● Maintained social media presence and vendor relations

● Supported training and operations for subcontractors

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