Work Preference
Summary
Overview
Work History
Skills
Certification
Timeline
Generic
Open To Work

Angela Cosby

Senior desktop/helpdesk support
Athens,GA

Work Preference

Job Search Status

Open to work
Desired start date: Flexible

Desired Job Title

Helpdesk Support TechnicianDesktop Support EngineerJunior Network AdministratorMicrosoft 365 AdministratorDeployment Manager

Work Type

Full TimeContract Work

Location Preference

RemoteHybridOn-Site
Location: Athens, GACovington, GATucker, GALawrenceville, GAPendergrass, GA
Open to relocation: No

Salary Range

85000/yr - 125000/yr

Important To Me

Career advancementWork-life balanceCompany CulturePersonal development programsHealthcare benefitsWork from home optionPaid time off401k matchPaid sick leaveStock Options / Equity / Profit SharingFlexible work hours4-day work week

Summary

Senior Desktop Administrator specializing in system deployment, project management, and staff mentorship. Expertise in troubleshooting, managing system migrations, and optimizing Windows images, enhancing operational efficiency and user satisfaction. Seeking a Senior Desktop or Junior Network Engineer role in a forward-thinking organization.

Overview

27
27
years of professional experience
1
1
Certification

Work History

Helpdesk Support Technician

Harness Group
03.2025 - 02.2026
  • Delivered technical support for troubleshooting and resolving hardware, software, network, and mobile device issues (Android, iOS & Windows) via ConnectWise PSA, enhancing user satisfaction.
  • Deployed Microsoft 365, providing installation, support and optimization for cloud-based services and applications.
  • Configured and optimized VPN solutions using Watchguard, facilitating secure remote access for geographically dispersed workforce.
  • Administered on-premises Active Directory and Azure AD/Entra ID, managing user accounts, security protocols, and access privileges to ensure data protection and system integrity.
  • Developed knowledge articles and instructions tailored for diverse audience levels, improving accessibility to information.

Systems Analyst II / Telecommunications Analyst

Athens-Clarke County Government
12.2017 - 03.2025
  • Lead advanced technical troubleshooting efforts for a wide range of IT issues across hardware, software, network, and mobile devices (Android, iOS, Windows).
  • Administered Active Directory, managing user accounts, security protocols, and access privileges to ensure data protection and system integrity.
  • Configured VPN solutions, including NetMotion and Cisco AnyConnect, ensuring secure remote access for a geographically dispersed workforce.
  • Managed configuration, maintenance, and troubleshooting for Cisco Call Manager and Unity voice communications.
  • Administered Microsoft Office 365, providing support and optimization for cloud-based services and applications.
  • Administered Cisco Webex accounts for web and video conferencing collaboration.
  • Created and managed Windows images using Windows Deployment Services (WDS), leveraging Windows Server 2019 for seamless and efficient system deployments.
  • Supervised desktop and laptop deployments, ensuring compliance with operational standards for hardware and software.
  • Collaborated with vendors to streamline procurement process for quotes, renewals, and subscriptions, ensuring timely access to necessary resources.

Associate, Technical Support

Chico's
05.2017 - 12.2017
  • Achieved first-call resolution consistently, meeting and exceeding established Key Performance Indicator (KPI) targets.
  • Provided first-tier technical support to retail locations, resolving hardware, software, and printer issues using inContact and Zendesk to enhance operational efficiency.
  • Efficiently escalated complex technical issues, ensuring prompt and effective resolutions within specified time limits.
  • Ensured high customer satisfaction by promptly and professionally completing work orders, contributing to positive customer experiences.

Microsoft Exchange Engineer Intern

CareerBuilder
02.2017 - 08.2017
  • Supported migration efforts of emails from Exchange Server to Exchange Online (Office 365), ensuring minimal disruptions and maintaining operational continuity.
  • Troubleshot migration-related issues and participated in triage meetings, contributing to timely resolution of complex technical problems.
  • Managed permissions for Office 365 groups and room lists, ensuring correct access configurations to facilitate smooth user experiences.
  • Utilized PowerShell to adjust calendar and distribution group permissions, enhancing administrative efficiency.
  • Assisted with post-migration support, addressing system and user-related challenges in a timely and efficient manner.

TAC II

Gwinnett Medical Center
09.2015 - 11.2016
  • Provided expert-level technical support for hardware and software issues via Windows Remote Desktop, BMC, and FootPrints, enhancing user experience for local and remote users.
  • Coordinated Windows 7 migration projects, encompassing user file backup, application documentation, and system configuration through SCCM to streamline deployment.
  • Installed Windows 7 images and applications, ensuring proper system setup and configuration.
  • Monitored system alerts from Tivoli and Cloverleaf, resolving issues swiftly to minimize downtime and ensure system stability.
  • Provided end-user support for mobile devices including iPads, iPhones, tablets, and Android devices.

Independent Contractor

Catholic Health East/St. Mary's Hospital
03.2014 - 08.2014
  • Led Windows 7 migration projects, ensuring user file backup, application documentation, and system configuration using Windows migration tool and SCCM to facilitate smooth transitions.
  • Provided end-user support for troubleshooting hardware and software issues, resolving issues effectively through Service Desk.

PC Manager/Network Technician

Athens Regional Medical Center
01.1999 - 02.2014
  • Supervised and trained team of 8 network technicians, enhancing overall team efficiency.
  • Managed operational activities and directed project execution for seamless project delivery.
  • Collaborated with vendors to secure competitive quotes and ensure effective product support, overseeing subscription renewals for cost-effective solutions.
  • Evaluated and integrated new technology solutions to improve operational efficiency.
  • Assisted with creating Windows images and application package creations via Altiris.
  • Conducted analysis of customer data to assess hardware and software requirements.
  • Oversaw inventory management for equipment replacements and emergency situations to ensure readiness.

Skills

  • Help desk proficiency
  • Customer service and support
  • Technical troubleshooting
  • Microsoft 365 deployment
  • Hardware management
  • Directory administration
  • Issue escalation management
  • Project management
  • Needs analysis
  • Effective communication
  • Active listening
  • Team leadership
  • Knowledge development

Certification

  • MS-900
  • MD-102 (pursuing)

Timeline

Helpdesk Support Technician

Harness Group
03.2025 - 02.2026

Systems Analyst II / Telecommunications Analyst

Athens-Clarke County Government
12.2017 - 03.2025

Associate, Technical Support

Chico's
05.2017 - 12.2017

Microsoft Exchange Engineer Intern

CareerBuilder
02.2017 - 08.2017

TAC II

Gwinnett Medical Center
09.2015 - 11.2016

Independent Contractor

Catholic Health East/St. Mary's Hospital
03.2014 - 08.2014

PC Manager/Network Technician

Athens Regional Medical Center
01.1999 - 02.2014

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Angela CosbySenior desktop/helpdesk support