Support Specialist Active Directory

DALLAS, US, ***** • ************@*****.*** • 240-***-****

PETER NGOH

PROFESSIONAL SUMMARY

Enduser Support specialist with over five years of expertise in enhancing system performance and user satisfaction across diverse IT environments. Proficient in leveraging advanced tools like Microsoft Intune, Azure Active Directory, and CrowdStrike to streamline operations and bolster security. Committed to driving innovation in endpoint security and cloud technologies, backed by CompTIA A+, Security+, and CASP+ certifications. Passionate about optimizing service delivery and fostering a secure, efficient digital landscape for all users. EMPLOYMENT HISTORY

ENDUSER SUPPORT Mar 2022 - Present

22nd Century Technologies Dallas, TX

• Delivered comprehensive phone and remote support for Windows 10/11 and Office 365 environments via tools such as LogMeIn and TeamViewer, serving as Tier 2 for escalations.

• Managed identity and access requests including password resets, account provisioning and troubleshooting access issues in Azure AD and Active Directory.

• Executed desktop re-registration and device compliance checks in Microsoft Intune, reducing onboarding time by 30% and ensuring consistent configuration.

• Diagnosed and resolved issues across desktops, laptops, printers, VPN, Wi-Fi and network connectivity to minimise downtime for 1,000+ users.

• Neutralised phishing and malware threats using CrowdStrike, Forcepoint and Trend Micro, conducting 100+ successful remediations and security trainings.

• Performed endpoint vulnerability assessments and patch management across 500+ devices via Forcepoint and Microsoft Endpoint Manager, improving compliance by 25%.

• Maintained ServiceNow/Ivanti ticketing queues, averaging 30–40 tickets per day with 95%+ SLA compliance; generated trend reports to identify recurring issues.

• Created and updated detailed knowledge articles and step-by-step onboarding checklists, reducing repeat tickets by 20% and cutting onboarding time.

TECHNICAL IT SUPPORT Nov 2020 - Feb 2022

Enterprise Mobility Arlington, VA

• Provided first-level technical support for Windows 10/Office 365 environments, resolving hardware, software and network issues for internal and external customers.

• Administered Active Directory user account creation, password resets and group policy configurations, supporting 500+ users.

• Diagnosed and repaired desktops, laptops, printers and Wi-Fi connectivity problems, reducing downtime by 15%.

• Enhanced security awareness by educating users on best practices and enforcing organisational policies.

• Logged and prioritised requests in Zendesk and ServiceNow; maintained average resolution time below SLA targets.

• Developed weekly Salesforce Service Cloud reports and dashboards, improving case visibility and management.

• Prepared user guides and knowledge-base articles to assist end-users in resolving common technical challenges.

• Collaborated with Tier 3 support, network and security teams to address escalated incidents, improving first-call resolution and knowledge sharing.Pioneered process improvements for remote software installations, streamlining workflows and enabling faster deployment of critical updates.

Evaluated support ticket trends to proactively identify system bottlenecks, contributing to measurable reductions in recurring technical issues.

Partnered with procurement and asset management teams to ensure seamless device lifecycle management, enhancing user satisfaction.

EDUCATION

BACHELOR OF INFORMATION TECHNOLOGY (BTECH) Sep 2019 - Nov 2021 University of Buea Cameroon

COURSES

CASP+ 2025

CompTIA

SECURITY+ Nov 2024

CompTIA

A+ Feb 2024

CompTIA

CYBERSECURITY PROFESSIONAL CERTIFICATE

Google

CYBERSECURITY PROFESSIONAL CERTIFICATE

Microsoft

SKILLS

Windows 10/11, Office 365, Azure Active Directory, Microsoft Intune, ServiceNow, Ivanti, Zendesk, Salesforce Service Cloud, LogMeIn, TeamViewer, CrowdStrike, Forcepoint, Trend Micro, Vulnerability Assessment, Penetration Testing, Endpoint Security, Patch Management, SIEM Awareness, VPN, DNS, LAN/WAN troubleshooting, Network Security, Mobile Device Management, ITIL Foundation, Compliance & Risk Assessment, Ticket & Incident Management, Technical Documentation, User Training & Onboarding, Cloud Support, Process Improvement, Cross-Functional Collaboration, Knowledge Sharing, Technical Writing.

• Coordinated system maintenance, updates and hardware repairs or replacements to ensure uninterrupted operations.Analyzed recurring ticket patterns to identify root causes, implementing solutions that led to noticeable reductions in repeat technical issues.

Streamlined onboarding process for new users by standardizing setup checklists, resulting in faster system access and minimized support requests.

Partnered with cross-functional teams during major software rollouts, ensuring seamless user transitions and minimal service disruption.

Maintained precise asset inventories and tracked hardware allocations, supporting efficient resource planning and compliance.

Contact this candidate