I.T analyst

SUMMARY

EDUCATION PROFESSIONAL EXPERIENCE

SKILLS

Bowie, MD 20901

linkedin.com/in/titusemakoua

TITUS EMAKOUA 240-***-****

Computer Network Specialist Tier II IT Support Technician Computer Network Specialist and Tier II IT Support Technician with 7+ years of experience supporting enterprise, government, and public safety environments. Currently providing technical support for the Comptroller of Maryland’s distributed systems, including business-critical tax and revenue applications, Microsoft 365, and Windows 11. Skilled in troubleshooting hardware, software, and network issues; configuring and imaging routers, Toughbooks, and tablets; and administering Active Directory and VPN solutions

(NetMotion, Zscaler). Experienced in 911 MDC systems, CAD/MPS applications, and dispatch operations, with a track record of maintaining system uptime, documenting SOPs, and delivering responsive customer service in high-demand, mission-critical settings. Available for after-hours and on-call operational support in 24x7x365 environments. Internal Revenue System Remote AUG 2023 - JUN 2025 Authored technical documentation and SOPs to support knowledge transfer, user training, and efficient system maintenance. Communicated technical requirements and resolutions to both technical teams and non-technical end users, improving service clarity. Resolved system configuration issues to prevent downtime, improving service uptime and reliability across infrastructure components. Developed desktop security controls aligned with IT security standards, resulting in a 30% reduction in incidents.

Participated in IT system integrations to improve cross-platform functionality and reduce user access friction by 25%. Bachelor of Science in Information Systems and

Technology Management

Active Directory Administration & Permissions

Management

Incident Requests Management

Active Directory Administration & Permissions

Management

Service Manager Console & Freshdesk Ticket

Management

Google Cloud Platform (GCP)

System Administration

Active Directory & Service now, Fresh Desk

Windows Server, and Workstation

Quality Control & Testing

Escalation Management

Microsoft Configuration Manager Console

(SCCM)

Remote Access JAMF MDM

Familiar with I.T Managed Service Provider

Security compliance frameworks NIST 800-171

VMware Horizon VDI Environments

Microsoft RDP

Customer Service Excellence

Oversees timely repair of PC Equipment

Inventory Asset Management

Shipping & Documentation

Cross-Functional Collaboration

Configuration, Imaging and Deployment

Software break/fix

Dispatch Operations, Call Floor Workstations

LAN/ Networking support

Business ethics & Team building

Group Policy, Folder Permissions, VPN

Exchange Server, latest Microsoft Office

Applications.

Information Technology Specialist (Sys Analyst/ App Software) University of Baltimore - 2019 Tier II IT Support Asset Technician Comptroller of Maryland Annapolis, MD JUNE 2025 - NOV 2025 Served as first point of contact for end users via phone and email, providing Tier I and Tier II technical assistance for hardware, software, and network-related issues.

Installed, configure, and upgrade hardware and software systems in a distributed enterprise environment.

Utilized the organization’s ticketing system (ServiceNow) to log, track, monitor, and document incidents from intake through resolution. Supported Microsoft Windows 11 OS, Microsoft Office 365 Suite, and various enterprise applications in a client-server environment. Collaborated with IT teams to evaluate, implement, and maintain computer hardware, software, and network devices.

Managed IT assets through their full lifecycle using ServiceNow, including procurement, deployment, tracking, and decommissioning of hardware and peripherals to ensure accurate inventory and audit compliance.

Imaged and configured laptops and desktops for new hires and replacement systems using standard deployment tools, preparing devices for the Service Desk team and ensuring readiness for end users. Organized and maintained the IT hardware lab, ensuring efficient workflow, proper labeling, and secure storage of equipment and spare parts.

City Of Alexandria Alexandria, VA JUNE 2020 - AUG 2022 Addressed intricate incident requests escalated by Level I Information Technology to enhance user support. Delivered on- site field support and remote assistance via telephone, email, and remote tools to aid City staff facing software and hardware challenges.

Provided Level 2 support for escalated incidents, resolving complex hardware/software issues via remote and onsite support.

Delivered technical support through remote desktop tools and onsite visits, ensuring minimal user downtime.

Communicated effectively across channels, ensuring clarity and confidence when resolving technical issues with end users.

Administered Active Directory accounts and executed access control tasks including resets, lockouts, and policy compliance. Supported strategic IT initiatives including security responses, product rollouts, and infrastructure upgrades.

Deployment Technician

CERTIFICATIONS

CompTia Security +

Nuaxis Innovations Washington DC FEB 2017 - FEB 2018 Elevated tickets based on expertise and proper group membership for swift and accurate issue resolution. Led routine preventive maintenance tasks on computers, laptops, and printers. Carried out remedial repairs on desktops, laptops, printers, and authorized peripheral equipment to enable seamless operations across various hardware components.

Configured and installed computer equipment, operating systems, and application software to ensure proper user accessibility.

Addressed user-reported issues via tickets or management requests, providing timely updates and maintaining ticket records throughout the issue resolution process.

Employed remote control tools to aid in resolving customer incidents as an initial step toward resolution.

Help Desk Specialist

TECH PROFICIENCIES

Tools: Power Shell, SCCM Viewer,

VMware, RDP/RDC, Scanners

Software: McAfee Antivirus, Windows

Server Manager, Freshdesk, ServiceNow,

Salesforce, Imaging, Help Desk,

Microsoft 365, Citrix, VPN, Google

Workspace, Avaya, Peoplesoft, Desk

Manager, SharePoint, AWS DevOps, VoIP

Systems, One Drive, Logmein,

Applications: IIS, Intune, Avaya, Apple

iOS

Technologies: .NET, C#, YAML, REST

API, SQL, Linux, Active Directory,

Windows 10

Remote Tools: RDP/RDC, VMware, VoIP

Systems

Security & Admin: Active Directory,

Desktop Security Standards,

Imaging/Wiping

Platforms: Windows 10/11, PaaS

Services, Windows Server, AWS, Citrix

ITIL

Scripting: Bash, Python, Linux

Navy Federal Credit Union Vienna, VA SEP 2022- JUL 2023 Used mobile tools to communicate with users campus-wide, boosting satisfaction through timely and responsive support. Performed remote diagnostics using RDP and Citrix tools to resolve user-reported hardware/software issues efficiently. Utilized ServiceNow to track incidents, document resolutions, and escalate complex tickets while maintaining detailed records. Conducted imaging, deployment, and secure wiping of end-user systems in compliance with IT asset management policies. Provided technical support using phone, email, chat, and in-person, maintaining excellent customer service in all interactions. Managed user accounts in Active Directory, including creation, deactivation, and permission troubleshooting.

Collaborated on large-scale IT rollouts, upgrades, and patching projects across enterprise software and hardware environments. Service Desk Tier 2 Analyst

Contact this candidate