Skill Assessments This user has not passed any tests yet Languages English - Fluent People also viewed * [![Yuri Ferreira](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/07/avatar_72363_1784940008.jpg) Yuri Ferreira IT Support Technician](https://jobicy.com/u/id72363.md) * [![Temitayo Ojo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/07/avatar_72339_1784923197.jpg) Temitayo Ojo Azure Administrator | Cloud Support Engineer | Technical Support Engineer](https://jobicy.com/u/id72339.md) * [![Jose Luis Perez](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/07/avatar_72338_1784922971.jpg) Jose Luis Perez Sysadmin / Jr. DevOps Engineer / Technical Support L2](https://jobicy.com/u/id72338.md) * [![Juan David Pardo López](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/07/avatar_71226_1784908542.jpg) Juan David Pardo López Business Administrator](https://jobicy.com/u/id71226.md) * [![Efe Agbude](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/07/avatar_72258_1784894510.jpg) Efe Agbude Customer Support Specialist](https://jobicy.com/u/id72258.md) * [![Treneice Bakare](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/07/avatar_72220_1784870997.jpg) Treneice Bakare Senior IT Technical Support Engineer](https://jobicy.com/u/id72220.md) * [![Diana Bayona](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/07/avatar_72175_1784845904.jpg) Diana Bayona Software Engineer / IT Analyst](https://jobicy.com/u/id72175.md) * [![Edet Isong](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/07/avatar_72018_1784801287.jpg) Edet Isong System Analyst | Technical Support Specialist](https://jobicy.com/u/id72018.md) [All talent ↗](https://jobicy.com/talent.md) * [Overview](#overview) * [Portfolio](#portfolio) * [Services](#services) ## About Me I am a detail-oriented Desktop Support and Help Desk professional with hands-on experience supporting more than 200 users in fast-paced IT environments. I have resolved over 100 tickets per month and maintained 99% endpoint uptime through consistent troubleshooting, clear communication, and strong follow-through. My background includes Tier 1 desktop and break-fix support, Active Directory administration, Microsoft 365 support, and ticket management in ServiceNow and Freshdesk. I also bring a security-aware mindset to support work, backed by CompTIA A+ and Security+ certifications and ongoing study toward a B.S. in Cybersecurity. In addition to end-user support, I have practical experience with networking, malware removal, patch management, imaging and deployment, and mobile device support across Windows, macOS, iOS, and Android. I am currently open to opportunities where I can contribute strong technical support skills, improve user experience, and continue growing in IT and cybersecurity. ## Skills ### [Python](https://jobicy.com/talent/python.md)[Cybersecurity](https://jobicy.com/talent/cybersecurity.md)[iOS](https://jobicy.com/talent/ios.md)[BASH](https://jobicy.com/talent/bash.md)[ServiceNow](https://jobicy.com/talent/servicenow.md)[Splunk](https://jobicy.com/talent/splunk.md)[MacOS](https://jobicy.com/talent/macos.md)[Active Directory](https://jobicy.com/talent/active-directory.md)[DNS](https://jobicy.com/talent/dns.md)[TCP IP](https://jobicy.com/talent/tcp-ip.md)[Windows 10](https://jobicy.com/talent/windows-10.md)[Android](https://jobicy.com/talent/android.md)[Deployment](https://jobicy.com/talent/deployment.md)[Imaging](https://jobicy.com/talent/imaging.md)[Wireshark](https://jobicy.com/talent/wireshark.md)[Help Desk Support](https://jobicy.com/talent/help-desk-support.md)[Patch Management](https://jobicy.com/talent/patch-management.md)[Nessus](https://jobicy.com/talent/nessus.md)[Freshdesk](https://jobicy.com/talent/freshdesk.md)[Desktop Support](https://jobicy.com/talent/desktop-support.md)[Kali Linux](https://jobicy.com/talent/kali-linux.md)[Group Policy](https://jobicy.com/talent/group-policy.md)[VirtualBox](https://jobicy.com/talent/virtualbox.md)[Wi Fi Troubleshooting](https://jobicy.com/talent/wi-fi-troubleshooting.md)[OpenVas](https://jobicy.com/talent/openvas.md)[DHCP](https://jobicy.com/talent/dhcp.md)[PFsense](https://jobicy.com/talent/pfsense.md) ## Tech Stack & Tools ### Application Hosting [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/pfsense/pfsense-original.svg) pfSense](https://jobicy.com/talent?tool=pfsense.md) ### Communications [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/slack/slack-original.svg) Slack](https://jobicy.com/talent?tool=slack.md) ### Monitoring [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/splunk/splunk-original.svg) Splunk](https://jobicy.com/talent?tool=splunk.md) ## Experience Dispatcher @ Karls Technology (KTI) Mar 2026 - Present Manage scheduling and dispatch for IT field technicians, handling 40-60 daily interactions via Freshdesk, phone, and email. Optimize technician routes and daily schedules to maximize billable appointments while minimizing drive time. Act as first point of contact for technical service requests and relay details via Slack for smooth client-to-engineer handoff. Track and resolve client inquiries in Freshdesk with accurate records and timely follow-up. Machine Operator @ Great Lakes Cheese Jun 2024 - Mar 2026 Operated and monitored production equipment, troubleshooting issues to maintain safe and compliant operations. Conducted routine equipment inspections, preventative maintenance, and quality checks using SPC systems. IT Support Specialist (Federal Work-Study) @ Bellevue University Athletics Dept. Aug 2021 - May 2023 Delivered Tier 1 desktop and break-fix support for 50+ computers, laptops, printers, and AV systems while maintaining 99% uptime. Resolved 100+ ServiceNow tickets monthly covering hardware, software, network connectivity, and authentication issues. Administered Active Directory user accounts, permissions, and Group Policy for 200+ daily users. Maintained network infrastructure and applied cybersecurity best practices, including malware scans and user security training, with zero major incidents. ## Education Bellevue University May 2026 B.S., Cybersecurity Bachelor of Science in Cybersecurity, expected May 2026. This professional hasn’t added portfolio projects yet. This professional hasn’t listed any services yet.