IT Support Engineer Desktop & Identity Management Specialist
Resume:
MICHELET CHERICHEL
*** ****** ***** *****, ****** GA
**********@*****.***
PROFESSIONAL EXPERIENCE
Tata Consultancy ServicesJune 2025 – Marh 2026
Support Executive Desktop Engineering (Toyota Financials Services)
• Service Now. Utilize service now to track and manage ticking queue.
• Utilize quick Assist and Windows Remote Manager to remote into end user’s machines and manage and track devices.
• Managed user access control by using Active Directory to configure and update user accounts and permissions, ensuring proper system access for employees.
• Utilized ServiceNow to track and resolve access-related tickets, managing user control permissions and ensuring timely issue resolution.
Also utilized HAM from service now to tract inventory.
• Administered and supported Okta Verify Identity Now for secure user authentication and access management, enforcing organizational security policies.
• Employed AirWatch (Workspace) for remote device management, ensuring device compliance and security in relation to access control settings.
• Supported users in managing their Office 365 applications, resolving permission-related issues in MS Outlook, OneDrive, and Teams.
• Office 365 Portal, assist users with apps issues, such as MS Outlook, SharePoint, One drive, and teams.
• Smart image deployment. Utilize to deploy image into multiple machines for new hire, and machine refresh.
• Manage application such as Okta verify Identity now. And much more to support users.
• Represent local IT team for any local business critical IT issues.
• Assist managers setting meeting through MS Teams.
• Provided support for users utilizing Sales force to place calls.
• Provide support to users, trouble shooting and fixing issues Windows 11 machines.
• Utilized Microsoft Intune and Azure Active Directory for device enrollment, policy enforcement, and user account management.
CDTEO LLC
IT Support Engineer L2. May 2024 – December-2024
• Service Now. Utilize service now to track and manage ticking queue.
• Utilize AirWatch (Workspace) remote into end user’s machines and manage and track devices.
• Managed user access control by using Active Directory to configure and update user accounts and permissions, ensuring proper system access for employees.
• Utilized ServiceNow to track and resolve access-related tickets, managing user control permissions and ensuring timely issue resolution.
• Administered and supported Okta Verify Identity Now for secure user authentication and access management, enforcing organizational security policies.
• Employed AirWatch (Workspace) for remote device management, ensuring device compliance and security in relation to access control settings.
• Partnered with vendors and internal procurement teams to track Purchase Orders (POs) and mitigate supply chain disruptions (e.g., chip shortages or shipping delays)
• Supported users in managing their Office 365 applications, resolving permission-related issues in MS Outlook, SharePoint, OneDrive, and Teams.
• Office 365 Portal, assist users with apps issues, such as MS Outlook, SharePoint, One drive, and teams.
• Smart image deployment. Utilize to deploy image into multiple machines.
• Manage application such as Okta verify Identity now. And much more to support users.
• Manage the queue of ticketing system.
• Represent local IT team for any local business critical IT issues.
• Assist managers setting meeting through Zoom, and MS Teams.
• Provided support for users utilizing Fuze to place calls.
• Provide support to users, trouble shooting and fixing issues Windows 11 machines.
• Supported Microsoft Intune and Azure AD for mobile device management, application deployment, and access control.
FirstkeyHomes April 2018 – May 2024
Lead Desktop Support Engineer
• Served as a team lead, Mentor and train teammates assuring a base line level of required knowledge team wide. Help developed Training materials for new hire orientations,
• Managed and administered Active Directory to create and manage user’s accounts, group policies, and permissions.
• Managed the end-to-end hardware lifecycle for distributed assets, from initial procurement and imaging to secure e-waste disposal and lease returns.
• Assigned phone numbers, set up VoIP phones, and installed and supported mobile connect through Vonage phone systems.
•Developed and maintained a rolling hardware inventory forecast to ensure a 15% safety stock, preventing deployment delays during peak hiring cycles.
• Utilizing SCCM to enable the management, deployment and security of devices and applications across the organization.
• Provide training for new team members, (Tier 1 & 2), Also provide assistance to other team members as needed.
• Microsoft Exchange and office 365.Administered office 365 by managing user’s email addresses, making sure users have the correct License. Creates email groups for different departments as needed. Provide support for user with outlook and teams issues. Also utilized the exchange server for further office 365 issues.
• Utilized ServiceNow to track and resolve access-related tickets, managing user control
permissions and ensuring timely issue resolution.
• Managing Azure AD. Created and managed user’s accounts, and group permissions.
• Desktop Central, by Manage Engine. Use to manage and imaged and deployed all windows devices. Also deployed patches, and remote into users’ computers.
• Also provide support for Mac OS as well.
• Utilized Microsoft Intune Mobile Device Management to manages user access to organizational resources and simplifies app and device management across the organization’s devices, including mobile devices, desktop computers, and virtual endpoints, also to track user activity on enrolled devices, including app usage, device compliance, and enrollment status.
• Zendesk Ticketing systems. Utilized Zendesk to monitor transfer and resolved incoming tickets, also monitor weekly performance report.
• VDI, utilizing virtual Desktop Infrastructure to remote and manage enterprise machines.
• Managed the helpdesk queue, assigning tickets to technicians and other groups.
• Order and mange software licenses such as Adobe, DocuSign, Snagit, FotoNotes and Reno Walk. Manage Software license, creating user’s accounts and permissions.
• Write and negotiate RFP for copiers for all fifteen markets in the US.
• Participate in migrating from MS Windows 10 to Windows 11.
• Managed large-scale environments using Azure AD and Intune supporting 3000+ users, including provisioning, deactivation, and device compliance.
Atlanta Community Food Bank May 2014 - April 2018
IT Support Engineer
• Managed and administered Active Directory to create and manage user’s accounts, and permissions.
• Managed Active Directory user accounts and permissions, ensuring employees had the proper access control for organizational resources.
• Managed Windows 2008R2 severs,
• G-Suite. Utilizing Google suite,help users maintaining their Daily tasks.
• Managed as our virtual center, through AWS?
• Utilized Kayako Desktop to manage incoming tickets.
• Purchased IT equipment, such as computers Printer, RF IDs.
• Setting up Audio and Visual equipment for daily events. Also used Zoom, GoToMeeting, or MS Teams to set up live meetings.
• Oversee the AV project to re-model the conference rooms, as well as the camera system in both facilities.
• Desktop maintenance and deployment, including diagnosing, repairing, and rebuilding desktops and laptops, as necessary.
• Setting up conference rooms for meeting in a daily basis. Utilize File maker Pro to edit, and control inventory. Perform IT orientation for all new employees.
• Created and managed group policy objects. Assist users with any network or application issues they may have.
• Supported Azure AD user management and assisted with mobile device enrollment and troubleshooting using Intune.
Randstad Staffing March 2012 – December 2013
Technical Support Specialist
• Utilize Telnet and Oracle to trackand process inventories. Fixed and installed Customer’s Information on the POSTerminals.
• Managed user permissions and access control for internal systems, including inventory tracking and processing using Oracle.
• Used Telnet to securely manage and troubleshoot network devices, ensuring proper access control across the system.
• Provided user control over inventory systems, ensuring that all access levels were set according to company guidelines.
• Performed final testing and diagnostics on credit cards terminals.
• Ensured that proper OS versions as well as the correct Applications were installed on all machines.
• Performed a full inspection to make sure that there were no cosmetics damages on any of the machines.
• Gained foundational experience supporting identity and access concepts aligned with Azure AD environments.
Latham Time July 2010 – February 2011
Helpdesk Agent
• Provided remote assistance to users for electronic time clock, mechanical and bell ringer.
• Provided ongoing phone support for clients with focus on solving software issue for all the Lathem time clocks.
• Ensured that Product such as Facial Recognition, and PC600 series clock were set up correctly and using the correct port numbers.
• Oversaw application performance management.
• Utilized NetWitness Investigator as a network monitoring platform tool to perform threat analysis.
• Informed customers about upgrades and annual support agreements.
• Supported early mobile and endpoint troubleshooting practices aligned with modern device management tools like Intune.
Apex Computer Systems May 2006 – October 2009
Customer Engineer (at SunTrust Bank)
• Installed and configured Avaya IP Soft phone and Avaya phone systems.
• Performed on-site troubleshooting, problem diagnosis and resolution, and general technical support for all our customers. Supporting over 1000 users in Cobb County, and other sounding areas.
• Provided technical support including installation, deployment and maintenance of company PC’s, laptops and LAN hardware, software, scanners, printer problems and various peripherals.
• Performed monthly updates of Microsoft security patches, anti-virus signature file and other software/application updates.
• Performed quarterly inspections of LAN Rooms and LAN Cabinet.
• Installation and maintenance of ups (Uninterruptible Power Supplies) including batteries, agents, ATS, and network switches Within the LAN/WAN room. Worked with 3rd level support to make sure Network equipment stays up to date.
• Enforced and complied with all Payment Card Industry Data Security Standards.
• Built foundational skills later applied in Azure AD and Intune-based enterprise environments.
Apex Computer Systems October 2009 – July 2010
Customer Engineer (at American Honda)
• Maintained the IT infrastructure including Desktop client, Servers, WAN/Wireless Networks, directory services, electronic Messaging, and VoIP Telecommunication.
• Utilized Remedy Ticketing systems to monitor, resolve, and update all service calls.
• Trained users in how to use assigned laptops and equipment.
• Diagnosed and fixed products, such as laptops, desktops, Copiers, and mobile devices.
• Deployment of computing devices to support ongoing operations and business changes.
• Performed monthly inventory and ordered parts when necessary.
• Experience contributed to later expertise in cloud identity platforms such as Azure AD and endpoint management tools like Intune.
Document Technologies Inc. March 2004 – May 2006
Media Manager/Customer Liaison
• Provided customer support to the legal community (i.e., attorneys, law firms, paralegals, etc.) and responded to incoming customer requests on a timely basis.
• Performed networking (network navigation; loading, manipulating, packaging data).
• Navigated multiple servers and other network devices with a 50-250 (or greater) machine architecture.
• Converted different file types, such as .DBX, .EML, OST, .PST.
• Performed Tier 2 and Tier 3 LAN/Help Desk Support (hardware and desktop application).
• Setup, monitored, and posted production of data conversion projects.
• Utilized Wireshark to capture and interactively browse the traffic running on the network.
• Performed weekly inventory to ensure proper stock of all equipment.
• Developed core system administration skills later extended to Azure AD and Intune environments.
National Product Center April 2002 – March 2004
PC Technician
• Repaired and rebuilt up to 28 laptops and desktops per day, including HP, Compaq, Dell, IBM, Gateway, and Toshiba.
• Restored OS; replaced hardware and software peripheral devices (motherboard, hard drive, CD drive, floppy drive, modems, memory, and power supply).
• Troubleshot computer issues over the telephone for Rent-A-Center managers, delivery, and installation representatives.
• Established foundational endpoint support experience relevant to modern device lifecycle management using Intune.
EDUCATION & CERTIFICATIONS
Bachelor of Science Degree in Information Systems Security, ITT Technical Institute
Associate of Science Degree in Information Technology, Computer Network Systems, ITT Technical Institute
CompTIA A+ Certification
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