IT Helpdesk and Systems Support Technician

Maia A. Sarwer

*** *** * *** **, ANNAPOLIS, MD **409

443-***-****, ********@*******.***

ARUNDELINTERLINK.COM

Dear Recruiting Team,

It would be an honor to join your team. I am seeking a position as an IT Helpdesk Technician or Systems Administrator. My skills are a perfect match to this, as I have 7 years of experience in IT Helpdesk roles, and a deep understanding of the inner workings of IT Networks, IT Systems, Endpoints and Peripherals. I would like to use my skills and expertise to provide a stress-free experience for our customers through empathetic hands-on service and systematic troubleshooting. My relevant experience is as follows:

● 7+ years experience providing Tier 1 and 2 support to users through keen diagnostic and troubleshooting skills, my approach being to ask "5 whys" until the root cause is found and dissolved with tact and care

● 7+ years experience deploying and troubleshooting workstations, thin clients, applications, printers, VoIP phones and Zebra devices

● 2+ years experience utilizing Active Directory to onboard and offboard users, perform password resets and account unlocks, troubleshoot permissioning issues, and adjust permissioning according to company standards and regulations

● 2+ years experiencing using Active Directory and Group Policy to Onboard and Offboard users, troubleshoot permissioning issues, and manage LBAC provisioning

● 2+ years experience performing key security updates including a mass Windows 11 update to hundreds of Endpoints and the use of Crowdstrike for vulnerability monitoring

● 2+ years experience using Entra ID and Microsoft 365 admin center to provision users, manage group memberships and licenses, configure MFA, and troubleshoot sign-in and permissioning issues

● 2+ years experience supporting user provisioning workflows end to end — onboarding, offboarding, password resets, account unlocks, and access adjustments — via Entra ID, Active Directory, and Okta

● 2+ years experience using technical skills to resolve WiFi, Ethernet and Bluetooth connectivity issues using tools such as WireShark, Command Prompt, NPS Server, and Windows Event Viewer

● 7+ years experience managing printer fleets via DHCP reservations and Lexmark cloud software

● 2+ years experience using VMWare to configure and maintain Printer Ports in Print Management, DHCP reservations, and creating Radius Reservations in NPS

● 2+ years experience automating the deployment and patching of software through the use of Powershell scripts in Matrix42 to ensure comprehensive endpoint set up and maintenance

● 2+ years experience writing technical documentation in ITGlue for my department to ensure that routine operations are fulfilled in accordance with company standards and to keep infrastructure diagrams up to date

● 2+ years experience using ticketing systems similar to ConnectWise (SolarWinds)

● Working competency in macOS alongside expert-level Windows 10/11 support

● Able and willing to obtain CompTIA A+, Network+, and Microsoft certifications within 6 months of hire

. Let’s discuss further how I can best serve your team and help your company thrive! Please feel free to reach me at 443-***-**** or via Email at ********@*******.***. Thank you for your time and consideration. Warm Regards,

Maia Sarwer

Maia A. Sarwer

454 MAN O WAR CT. ANNAPOLIS MD 21409

443-***-****, ********@*******.***

ARUNDELINTERLINK.COM

Objective

An attentive IT Professional seeking an IT Helpdesk Technician or Systems Administrator role. Utilizes a team-oriented approach to facilitate a productive environment.

SEPTEMBER 2024 - PRESENT

Arundel Interlink, Annapolis, MD - Freelance IT Specialist, Founder

● Provides private IT services for clients to optimize digital wellness through services such as file backups, computer re-imaging, password management solutions, parental control set up and procurement

● Develops robust web applications using ReactJS, NextJS, and Django, to provide digital solutions for daily life

● Performs personal Google suite configurations, updates and maintenance for families and small businesses

● Resolves technical issues for clients to ensure healthy and functional virtual landscapes APRIL 2024 - MARCH 2026

Dixon Valve Headquarters, Chestertown, MD - IT Helpdesk Technician

● Managed a 200+ fleet of Lexmark printers including DHCP set up, RBAC Group creation in GPO, printer server maintenance, firmware updates and XML configurations to keep our fleet up to date, secure and functional

● Provided attentive service for a large network of users with daily needs such as resolving connectivity issues, Active Directory updates, employee onboarding, authorized software installs, resolving technical issues, running security patches, TeamViewer sessions, and endpoint/peripheral deployment

● Lead a project to switch the organization's computers to Windows 11 to keep our network safe and up to date

● Automated the deployment and patching of software through the use of Powershell scripts in Matrix42 to ensure comprehensive endpoint set up and maintenance JANUARY 2020 - APRIL 2024 MARCH 2026 - PRESENT

The UPS Store, Annapolis, MD - IT Support Manager

● Lead a project to procure, network and configure a new large format printer to open new avenues of income via expanded printing services offered.

● Provides hands-on mobile phone support for customers to ensure smooth transactions

● Develops optimal procedures for claims management, print production, and inventory fulfillment

● Resolves technical support issues through troubleshooting, software updates and employee training using TeamViewer Remote Access and hands on support

● Attends quarterly meetings with regional management to demonstrate our store’s adherence to corporate regulations

Awards

● Awarded Manager of the Year in 2024 at The UPS Store Education

MAY 2019 - MAY 2022

Anne Arundel Community College, Arnold, MD - Computer Science Transfer, A.S., GPA 3.75

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