Senior IT Specialist
Resume:
Kurt J. Maguire
Braintree, MA ***84
******@*****.***
SUMMARY
Experienced and detail-oriented IT specialist focused on providing top-notch customer service while leveraging the technical expertise I’ve obtained through supporting end users and enterprise systems across various industries and in multiple roles.
PROFESSIONAL EXPERIENCE
FSG Consulting Boston, MA
Systems Administrator Sept 2014 – Current
• Provide 24x7 Helpdesk/Desktop support to approximately 150 global employees in a Windows 11, MS Entra Hybrid environment.
• Manage end-to-end onboarding & offboarding of US based employees, including account creations, equipment procurement, set-up & delivery, new hire orientation, and the return of all company issued assets.
• Create and administer accounts, mailboxes, and groups in both on-premises Active Directory and Microsoft 365 Cloud.
• Leverage LogMeIn Central to manage Windows update settings, push software applications and device settings, and troubleshoot end-user laptop issues remotely.
• Provide account management and backend administration & support for multiple SSO-enabled SaaS applications, including OneLogin, Zoom, Box, CrashPlan, Adobe, Mural, and Google Workspace.
• Administer Duo Security 2-factor authentication (2FA) including account management and device enrollment.
• Create conditional access and app protection policies for mobile device management (MDM) via MS Intune.
• Setup, manage, and maintain MS Servers (vSphere) that support file/print shares, Active Directory and Entra Connect, on-prem Exchange, network/IP monitoring tools, etc.
• Schedule and complete installation of server updates & security patches during off hours to minimize user disruption.
• Build, maintain, and update Windows images for all laptop models via CloneZilla disk imaging software
• Led projects to quickly transition internal AVG Antivirus and CrashPlan laptop backup services, along with GPO based MS patch management, to cloud-based solutions during 2020 pandemic.
• Implemented “FreshWorks” cloud-based ticketing system to centralize support requests, manage workflow, and produce reports providing key Helpdesk metrics.
• Document and update issue resolutions and installation/setup instructions to internal SharePoint site as well as our cloud-based knowledge base.
• Manage Kastle Security system to provide building access via physical keycards and mobile devices. The Parthenon Group, LLC Boston, MA
Sr. Helpdesk Analyst Feb 2013 – Sept 2014
• Provided Sr. level hardware, software, and application support to approximately 200 users spanning offices in Boston, San Francisco, London, and Mumbai.
• Managed Helpdesk workflow including ticket creation, assignment, escalation, and closure, while ensuring all tickets were properly coded to produce accurate reports.
• Managed corporate Verizon account, including the procurement of cellphones and mobile broadband cards, service activations, device upgrades, and account changes.
• Administered digital phone lines and voicemail boxes, including new hire setups, adds, and changes, via Avaya Site Administrator and Communications Manager.
• Created and maintained standard Ghost images for all laptop models deployed worldwide. Pegasystems Cambridge, MA
Sr. User Support Technician Jan 2010 – Feb 2013
• Brought on board to provide training and mentorship to, and served as an escalation point for, Jr. level support technicians hired by Pegasystems via the “Year Up” program.
• Provided Helpdesk/Desktop support to over 1800 global users in a Windows7/XP Active Directory environment.
• Coordinated the setup and maintenance of the Pega Training Center, which included building and refreshing ghost images deployed to multiple training rooms. Reimaged PCs on a weekly basis to meet the needs of each incoming training class.
Harvard Vanguard Medical Associates Newton, MA
Desktop Support Technician Feb 2009 – Jan 2010
• Served as primary desktop support technician for HVMA’s Newton and Needham offices, while also traveling to support medical clinics and additional offices as needed.
• Selected from a group of 11 regional desktop technicians to provide white-glove support for high-profile executives at the HVMA corporate headquarters, including the CEO, CFO, and most department heads. SKILLS
• Microsoft Windows and Server Operating Systems
• Active Directory & MS Entra/Intune Administration
• Hardware and Software Support & Troubleshooting
• Microsoft 365 Cloud Administration
• SaaS application administration
• Mobile Device Management
• Cloud collaboration tools - Google Workspace/Box Drive/OneDrive
• Helpdesk Ticketing Systems – FreshWorks/ServiceNow/Zendesk
• Employee onboarding, offboarding, and orientation
• Excellent written and verbal communication
• Documentation of issues and resolutions
EDUCATION
UNITED STATES NAVY USS Nimitz CVN 68
Dec 1995 – Feb 2000
Data Systems Technician
ADDITIONAL COURSES
• Plan, Implement and Manage Microsoft Azure Intune Udemy Online 2024
• Intune (MDM / MAM) Microsoft training with hands on Udemy Online 2024
• Intune for Windows Training Udemy Online 2023
• Avaya Aura Communication Manager Basic Administration Boston, MA 2014 OTHER
South Braintree Girls Softball League Volunteer Coach April 2018 – Current Spring & Summer Softball Seasons
References available upon request
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