IT Support Specialist & Troubleshooting Expert

Alain Thierry Ebiasso

Laurel, Maryland ***** +1-240-***-**** ****************@*****.*** LinkedIn SUMMARY

Experienced IT support specialist with over 6 years of delivering remote customer service and technical troubleshooting via email, chat, and phone in fast-paced environments. Skilled in leveraging ServiceNow, Zendesk, and CRM platforms to resolve complex issues and maintain customer satisfaction above 95%. Strong communicator with proven ability to guide users through products and account inquiries, collaborate with cross-functional teams, and manage time effectively to enhance overall support experience. SKILLS

• Application And System Support Tools: ServiceNow, Jira, Zendesk, Freshdesk, Salesforce Service Cloud, Remedy, CRM Software

• Device And OS Management: Microsoft Intune, Autopilot, JAMF Pro, SCCM, Active Directory, Azure AD, Okta

• Remote Support & Troubleshooting: TeamViewer, Bomgar, AnyDesk, Remote Desktop, LogMeIn

• Monitoring And Diagnostics: Datadog, Splunk, New Relic, Wireshark, SolarWinds, Nagios

• Scripting & Automation: PowerShell, Bash, Python, Batch scripting

• Ticketing & Incident Management: ServiceNow, Jira Service Management, SysAid, ConnectWise

• Software And Application Support: Microsoft 365 Suite (Word, Excel, Outlook, Teams), SharePoint, Google Workspace, Citrix, Zoom, Log Shipping, Backup & Recovery, Index Optimization, Query Plan Analysis

• Databases And Querying: SQL, MySQL, Oracle DB, Moicrosoft azure, SQL Server 2012–2022, FCI, Performance Tuning, Query Plan Analysis, PowerShell Automation, T-SQL Development

• IT Support & Administration: Tier 1-3 technical support, help desk operations, end-user troubleshooting, knowledge base creation-

, onboarding/offboarding, access provisioning, SLA-driven environments, root cause analysis, incident documentation

• Communication & User Support: Strong written and verbal communication skills, customer-facing support, call centers, escalated issue resolution, delivering technical guidance to non-technical users, improving user adoption and satisfaction, Email Support, Chat Support, Phone Support, Data Entry

• Operations & Process Improvement: ITIL framework, change and incident management, process documentation, SOP development, continuous improvement initiatives, multiple tasks, prioritize tickets effectively, deliver under pressure in high-demand support environments

• Security & Compliance: IAM, MFA, endpoint protection, VPN, BitLocker, CrowdStrike, basic cybersecurity hygiene practices

• Languages: Bilingual – Fluent in English and French, supporting global and multilingual user bases

• Leadership & Collaboration: Team player, mentoring experience, onboarding support staff, collaborating across IT, engineering, and product teams WORK EXPERIENCE

CIGNA Feb 2022 - Present

Tier 2 Application Support Specialist

• Delivered remote email, chat, and phone support through ServiceNow and CRM software, maintaining a 95%+ customer satisfaction rating by resolving complex technical issues.

• Performed troubleshooting and support for Microsoft 365 tools (Outlook, Teams, OneDrive), enhancing collaboration and reducing ticket volume in a remote support environment.

• Provided Tier 2 technical support for enterprise applications such as ADP, Workday, Oracle JD Edwards, SAP, and Salesforce, ensuring timely resolution of escalated issues.

• Managed user accounts in Active Directory and Azure AD, including MFA setup and troubleshooting, to enhance system security and compliance.

• Diagnosed and resolved performance issues with Citrix and VMware Horizon VDI environments, improving virtual desktop reliability.

• Handled network, VPN, and domain connectivity issues, reducing user downtime and increasing support efficiency.

• Supported mobile and macOS devices using Intune and JAMF, ensuring seamless access and device compliance.

• Facilitated domain migration projects, achieving smooth transitions with minimal service disruption.

• Led onboarding and offboarding processes by creating and managing user accounts across multiple platforms, improving access efficiency and reducing errors.

• Documented all incidents and actions in ServiceNow, performing accurate data entry to improve issue tracking, trend analysis, and knowledge sharing.

• Resolved software, hardware, and malware issues using Intune and endpoint tools, reinforcing security protocols and optimizing endpoint performance.

• Managed permissions and shared drive access, enhancing collaboration and maintaining strict data access controls.

• Guided users on application features and account settings, enhancing user understanding and support satisfaction. PROGRESSIVE Jan 2020 - Jan 2022

Help Desk Specialist/ IT support

• Managed ticket creation, tracking, and escalation through Jira, ensuring timely resolution and SLA compliance for internal service requests.

• Provided phone, email, and chat support to employees, addressing technical issues and escalating as needed.

• Diagnosed and resolved hardware and software issues using Microsoft Intune, significantly reducing employee downtime by 30%.

• Applied advanced diagnostic techniques to optimize system operations across multiple departments, improving IT service delivery and user satisfaction.

• Re-imaged, configured, and deployed end-user workstations with updated software and asset tracking via Excel to support business continuity.

• Authored and maintained internal knowledge base documentation, contributing to a 15% reduction in repeat support requests and boosting team efficiency.

• Supported business-critical applications including Workday, ADP, Salesforce, Dexis, and Dentrix, ensuring application uptime and seamless employee access.

• Installed and configured HL7 interfaces to support data interoperability and back-end integrations between healthcare systems and insurance platforms.

• Maintained system security and compliance by managing software patches, antivirus updates, and system upgrades across the enterprise.

• Created and administered user accounts in Active Directory, managing password resets and group memberships in compliance with IT security policies.

• Installed software, set up virtual machines, and configured mobile devices and printers, enabling productivity and remote workforce capabilities.

• Improved SQL Server performance using SSMS by optimizing queries and executing large file transfers for backend operations and reporting processes.

• Refined and tuned SQL queries to eliminate performance bottlenecks, resulting in a 30% improvement in database-driven application efficiency. INNOVATION HQ Feb 2018 - Nov 2019

IT Support/Customer Service

• Delivered expert-level customer and technical support in a fast-paced call center environment, efficiently resolving client issues and increasing customer satisfaction.

• Enhanced Active Directory and user account management protocols to improve system security and streamline access control.

• Managed user provisioning and lifecycle tasks through Intune and JAMF, increasing system efficiency by 30% and improving user experience.

• Re-imaged, configured, and deployed over 100 computers, ensuring optimal performance and reducing setup times.

• Diagnosed and resolved complex software, hardware, and antivirus issues, minimizing system downtime and enhancing team productivity.

• Troubleshot Office 365 tools and supported remote connectivity issues, including VPN and domain access, ensuring seamless user operations.

• Used CRM systems to address and document technical issues, improving support workflows and customer resolution times.

• Maintained detailed records of incidents and service requests in ServiceNow, boosting visibility and streamlining IT processes.

• Applied modern diagnostic techniques and provided targeted support using Microsoft Intune and CRM tools to optimize system operations.

• Delivered efficient password reset services and user assistance, contributing to faster resolution times and increased end-user satisfaction.

• Collaborated with cross-functional teams to support ongoing IT initiatives and continuous system improvements across the organization. EDUCATION

Syracruse University Jan 2026 - Present

Onondaga County, New York

• Coursework: Miccrosoft Azure Fundamentals

Emerging Technologies Institute Dec 2025

New York

• Coursework: CompTIA A+, Network+, Security+, Cloud+ Prince George Community College Jan 2024 - Feb 2026 Associates degree Largo, Maryland

• Coursework: Allied Health - Nursing

University of Buea Dec 2008 - Dec 2012

Political Science and Public Administration Buea, Cameroon

• Coursework:

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