IT Support Engineer & AI/ML Graduate Student

Edwin Fokobo

IT Engineer Technical Support Engineer AI/ML Graduate Student

+1-701-***-**** **************@*****.***

PROFESSIONAL SUMMARY

Versatile Customer Service and IT Support Professional with over 10 years of experience across finance, healthcare, and technology sectors. Proven track record of resolving complex customer issues, maintaining compliance with financial and healthcare regulations, and supporting technical systems through structured troubleshooting and helpdesk management. Highly skilled in CRM tools, remote diagnostics, and client communication with a focus on empathy, accuracy, and performance metrics. Holds certifications including AWS Solutions Architect, AZ-104, AZ-500, and CCNA.

TECHNICAL SKILLS

Security & Tools Microsoft Defender, SolarWinds, VPN, VLANs, TCP/IP, Firewalls, Endpoint Security, Microsoft Cloud App Security (MCAS)

Systems & Platforms Windows, Mac OS, Linux, VoIP, Active Directory, WebSphere, Centricity, SCOM, ConnectWise, Salesforce, Dynamics

Programming &

Scripting

PowerShell, Python, SQL, HTML, Bash, Automation Scripts, Web Debuggers, Windows Registry

Networking CCNA, Routers, WAN, TCP/IP, VLANs, VPN, SSO, APIs Productivity Tools MS Office Suite, Google Suite, ServiceNow, Jira, Planview, SharePoint, DITA, CMS Platforms

PROFESSIONAL EXPERIENCE

BlueCross BlueShield of North Dakota— Technical Support Engineer II May 2022 – Present Remote

• Handled incoming technical support requests escalated from front-line support, ensuring timely and accurate issue resolution.

• Responded to customer inquiries via phone and online channels, providing clear guidance and solutions to technical concerns.

• Researched and troubleshot hardware, software, and user access issues, identifying root causes and resolving problems efficiently.

• Led cloud security assessments and configuration reviews using Microsoft Defender, MCAS, Intune, and MIP.

• Built custom PowerShell scripts to automate daily tasks, incident resolution, and reporting.

• Monitored performance using Azure Monitor and SolarWinds, proactively resolving system alerts.

• Acted as SME for M365 services including Teams, OneDrive, Intune, and Endpoint Security. Pulse secure— Technical Support Engineer II

Mar 2020 – Mar 2022 Remote

• Managed Dell EMC Compellent Storage Center systems to ensure enterprise-grade performance and availability.

• Diagnosed complex SAN/NAS issues involving CIFS, NFS, iSCSI, and Fiber Channel protocols.

• Handled critical escalations from Level 1 engineers, delivering timely and accurate resolutions.

• Performed storage infrastructure maintenance, patching, and capacity expansion.

• Created and tested disaster recovery plans to validate system resilience.

• Developed and maintained documentation on system configurations and SOPs.

• Mentored junior engineers and improved support efficiency through hands-on training.

• Participated in IT transformation projects involving storage and virtualization (VMware/Hyper-V). Sandforth health medical— IT Engineer

Mar 2019 – Mar 2020 Remote

• Engineered cloud solutions on AWS and Azure to support high-availability applications and analytics workloads.

• Migrated legacy applications to the cloud, reducing downtime and infrastructure costs by 30%.

• Developed and implemented automation scripts to streamline infrastructure provisioning and monitoring.

• Ensured cloud compliance by applying best practices in IAM, encryption, and security policies.

• Deployed scalable CI/CD pipelines in collaboration with DevOps and development teams.

• Built and maintained system monitoring dashboards for real-time performance tracking.

• Conducted root cause analysis on cloud-related incidents and implemented preventative measures.

• Supported hybrid infrastructure with cloud/on-prem connectivity for seamless application access. EDUCATION

• M.S. in Artificial Intelligence & Machine Learning

• B.S. in Computer Information Technology – Minnesota State University Moorhead

• A.S. in Information Technology – Minnesota State Community and Technical College o Dean’s List National Society of Leadership and Success Web Administrator at ACM MSUM CERTIFICATIONS

o AWS Certified Solutions Architect

o Microsoft Certified: Azure Administrator Associate (AZ-104) o Microsoft Certified: Azure Security Engineer Associate (AZ-500) o Cisco Certified Network Associate (CCNA)

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