Help Desk Technician (2023-present)

Danvers, Massachusetts, United States · On-site
I am the first point of contact for help desk technical support and phone support, setup, maintenance, and repair of computer systems and audio/video equipment at St. John’s Preparatory School.

I work with over 3,000 parents, 300 staff and faculty members, and over 1,800 students ranging from grades 6 through 12 to ensure all end-user equipment is in excellent running condition.

Administered and maintained Active Directory, managing user accounts, security groups, and Group Policy Objects (GPOs).

Conducted regular audits and troubleshooted Active Directory-related issues for a seamless user experience.

Proficient in Active Directory management, LDAP, and Group Policy administration.

Setup and troubleshoot all new PC and Apple hardware, especially but not limited to iMacs, MacBooks, Apple TVs and iPads and support them with our software management system (currently Jamf).

Troubleshoot and maintain copiers and printers throughout campus

Manage the help desk ticketing system, including the appropriate assignment of support tickets to members of the Information Services Department.

Audio/video support for projectors, Zoom Rooms, AppleTVs, audio systems, and cabling in classrooms.

Help Desk Technician at MB Design(2021-2022)

MacOS technical support to Internal employees
Install, Modify and repair computer hardware and software as required
Deploy, update and maintain MacOS applications using Jamf as needed
Automate user’s Desktop setup as much a possible
Manage, Modify and Deploy Microsoft Office 365 Applications
Create and Manage MS office user accounts
Create, Modify and Manage Server access for users
Manage Zen-desk ticketing system, solve tickets quickly and efficiently
Manage Knowledge based system for Internal Employee

Applications Associate, at Tufts Health Plan (2020-2021)

Provide support for existing software applications

Act as the primary point of contact for between our internal businesses and application vendor

Manage internal team mailbox

Orbit Information Technology, 2017 – 2019

Network Management
Data communication and Computer network
Introduction to IT and computer application
Fundamentals of database system

Year Up UnitedYear Up UnitedCertificate , 2020 – 20212020 – 2021

Information TechnologyCertificate (Boston)

Year Up is designed to provide students with the skills, experiences, and network necessary to launch a successful career. Upon completion of the program, students have the opportunity to pursue entry-level positions within their chosen industry or continue their education at a higher level. Year Up also provides ongoing support and resources to help students achieve their long-term career goals. At Year Up I participated in the IT program they offered there. Throughout the duration of this program I studied many different coding languages such as HTML. I was also tasked with working on projects with multiple different people to imitate what working in a real world environment would be like. I was aided by many of the teachers who worked within the program and was able to use these many valuable tools and skills I had learned there to jumpstart my career to where I am now

Remote Desktop

Remote Troubleshooting

Active Directory

Freshservice ITSM

Cascading Style Sheets (CSS)

HTML

Problem SolvingProblem Solving

Data-driven Decision Making

Skilled in analyzing marketing metrics and performance data to derive actionable insights and optimize marketing strategies for maximum impact and ROI.

Ethiopian Food

Enthusiastic foodie passionate about exploring Ethiopian’s vibrant culinary scene, from deep-dish pizza joints to trendy rooftop bars, and everything in between.

Soccer

In my spare time, I enjoy playing and coaching soccer; it’s like therapy for me. It also allows me to help others and provides a great opportunity for networking

Community Involvement

Committed to giving back to the community through volunteer work and civic engagement, supporting local causes and initiatives that make a positive impact in Boston and beyond.