IT user support specialist

Angelia Maharaj

Bronx, NY *******.*******@*******.*** 646-***-****

SUMMARY

Highly motivated customer focused professional, proven experience in troubleshooting and analyzing and resolving technical problems within SLA and with exceptional attention to detail.

SKILLS

-Office 365 -Windows -Active Directory -ServiceNow -Jira -Azure -PowerShell -VMware -Tfact/Salesforce -SCCM -Cisco AnyConnect - Intune

CERTIFICATIONS

Google Technical Support Fundamentals Coursera -2026 EXPERIENCE

IT user support Engineer

The Jace Solution 10/25-Present, Manhattan, NY

• Performed post-move functionality testing for network connectivity, printers, and system functionality

• Executed 100+ workstation relocations, including disconnect/reconnect, setup, and testing

• Provided on-site user support during moves and in follow-up support

• Connected workstations to wired and wireless networks ensuring zero network ing issues Senior Associate, User Support Engineer

Teach For America 04/19 - 09/24, Manhattan, NY

• Properly troubleshoot, within SLA standards, roughly 75-150 tickets weekly on both service now and Jira service desk.

• Onboard and offboard employees on Office 365 Admin Center and Exchange Admin Center

• Fulfill Jira administrative functions such as project builds, implementing changes to existing projects, granting access and permissions and troubleshooting occurring bugs.

• Administer, edit and decommission accounts in Salesforce, Salesforce QA and Dev, Program Apps, BOBJ, Placement Tracker, Confluence, Egencia, Imps, Jira, Homeroom, Canvas, Cornerstone, Slack, Box, Zoom, Docebo and Active Directory. Desktop Relocation Technical support

TDS 9/17 - 3/19, Manhattan, NY

• Participate in team effort of deployment/disassembly of 300+ workstations

• Regularly configure network connection of newly deployed PC's, Turrets and phone systems.

• Train new employees on detailed cable management, network setups, desk relocation protocols, pallet-jack use and meticulous record keeping. 1st level IT Technical support

Related 5/17 - 9/17, Manhattan, NY

• Manage a weekly task list including system updates, imaging PCs, rebooting training PC's, Active directory tasks and desktop relocations.

• Exercise problem-solving skills by remotely resolving an average of 40 tickets daily using Cisco AnyConnect and RealPage Onesite software

• Solitarily manage all calls, voice messages and physical tasks over the weekend period.

• Receive an average of 35 calls daily via salesforce software and made an average of 20 ticket follow up calls daily. EDUCATION

Year Up New York • New York, NY • 3/16-2/17

• Accruing 200+ hours of hands-on training in Information Technology as part of a one-year career development program that includes six months of college-level courses and professional training followed by a six-month internship

• Gave guided tours of the Year Up facility to visiting parties

• Awarded Professional of the week for excellence in work consistency and high testing grades. Associates in EM-AAS (Electromechanical Engineering Technology) Bachelors in CEB-BTECH (Computer Engineering Technology) City College of Technology • Brooklyn, NY • 6/10-6/14

• Partook in an invitation-only early education Engineering program.

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