IT Desktop Support & Endpoint Security Technician

TEAHKUWII GRUPEE

Columbia, SC, USA *********@*****.*** 781-***-**** www.linkedin.com/in/tgrupee/

SUMMARY

IT Technician with 7+ years of hands-on PC, network, and end-user support experience across enterprise environments. Skilled in diagnosing and resolving hardware, software, and network issues for desktops, laptops, and mobile devices; supporting HR onboarding and offboarding; coordinating with hardware vendors; and managing badge access systems. Strong troubleshooting, documentation, and communication skills supporting cybersecurity compliance and Windows/macOS environments.

EXPERIENCE

Desktop Support Engineer

Transmedics January 2026 - May 2026, Boston, MA

•Provided Tier II hands-on and remote technical support to end users including doctors, engineers, and aviation pilots, resolving hardware, software, and network issues across hybrid on-site and remote environments.

•Delivered desk-side support for on-site users, including login issues, application access, peripheral setup, and day-to-day troubleshooting in office and command-center environments.

•Supported new device rollouts and onboarding, assisting end users with initial setup, application access, and post-deployment issue resolution in coordination with HR.

•Administered Active Directory, Entra ID, and Microsoft 365 (Teams, SharePoint, Office Suite), managing the full user lifecycle including account provisioning and access changes.

•Enforced device compliance and security through Intune, JAMF, and Apple Business Manager, and optimized device deployment using Windows Autopilot and hybrid-join.

•Managed physical security access by provisioning fobs and keycards for facility access control.

•Resolved Tier II escalations through FreshService ticketing, maintaining high support and response standards.

•Hardened endpoint security using BitLocker and compliance policies; mitigated configuration conflicts between Group Policy and Intune in hybrid environments.

•Wrote SOPs and technical documentation to standardize troubleshooting steps and reduce resolution times.

•Maintained 99.9% uptime for mission-critical command center systems through monitoring and rapid issue resolution.

System Administrator

Eagle Investment Systems (subsidiary of BNY Mellon) January 2018 - December 2025, Boston, MA

•Provided Tier I/II hands-on technical support for 1,200+ end users, including executives and offshore staff, across on-premises and cloud environments — diagnosing and resolving hardware, software, and network issues.

•Installed, configured, and upgraded desktops, laptops, and related peripherals for Windows and macOS systems, managing the full hardware lifecycle from staging through provisioning and retirement.

•Coordinated with hardware vendors for warranty repair, replacement, and equipment troubleshooting, tracking service status through to resolution.

•Managed VPN connectivity and network access using Cisco AnyConnect, Zscaler (ZIA/ZPA), and RSA SecurID, ensuring secure and reliable connections for global end users.

•Administered Active Directory, Entra ID, and Microsoft 365, performing account provisioning, MFA enforcement, and role-based access control to support HR onboarding and offboarding.

•Pulled Qlik compliance reports and executed vulnerability remediation through SCCM and Intune, improving endpoint security and patch compliance across the enterprise.

•Managed ServiceNow ticket queue, resolving and closing tickets within SLA and following up with end users on status.

•Led MDM migration from MaaS360 to Intune and supported enterprise-wide OS upgrades from Windows 10 to Windows 11 across virtual machines.

•Mentored and trained junior IT staff on troubleshooting procedures and documentation standards.

Help Desk Coordinator II (Contract)

Bentley University January 2017 - November 2017, Waltham, MA

•Provided Tier II hands-on support for faculty, staff, and student IT requests, troubleshooting hardware, software, and account access issues.

•Documented and tracked support tickets in ServiceNow and Banner, classifying and escalating issues based on type and urgency.

•Supported account provisioning and permission management in Active Directory, ensuring secure and policy-compliant access.

•Supervised the physical help desk, coordinating workflow and ensuring timely resolution of walk-in support requests.

•Installed and supported Duo two-factor authentication during initial rollout, providing setup assistance and user training to drive adoption.

EDUCATION

Bachelor of Science, Information Technology / Business Intelligence

University of Massachusetts Boston

CERTIFICATIONS

Microsoft Certified: Azure Fundamentals

Designing Microsoft Azure Infrastructure Solutions

SKILLS

Hardware & Peripheral Support: Desktop/laptop install & repair, printers, scanners, copiers, monitors, mobile devices (iOS/Android), imaging & deployment, asset tracking/ITAM

Network & Infrastructure: Network troubleshooting, VPN (Cisco AnyConnect), Zscaler (ZIA/ZPA), Infoblox, network equipment configuration, Wi-Fi/connectivity support

Systems & Identity: Active Directory, Entra ID/Azure AD, Microsoft 365 (Teams, SharePoint, Office Suite), Group Policy, MFA/conditional access, SSO, RBAC

Endpoint Management & Security: Intune, SCCM, JAMF, Windows Autopilot, BitLocker, McAfee, vulnerability remediation/patch compliance, cybersecurity compliance

Security & Access Systems: Badge/keycard access provisioning, physical security access control, RSA SecurID, two-factor authentication (Duo)

Ticketing, Vendor & User Support: ServiceNow, FreshService, vendor coordination for equipment/repairs, HR onboarding/offboarding support, end-user training, desk-side & remote support, executive/VIP support, on-call/after-hours support

Scripting & Tools: PowerShell, Azure CLI, Python (basic), VS Code, Qlik reporting

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