Summary
Overview
Work History
Education
Skills
Websites
Certification
Top Skills
Timeline
Generic

Brigal Carter

Pikesville,United States

Summary

Enthusiastic IT professional, polished in optimizing systems to address dynamic needs, improve collaboration and strengthen security. Weighs crucial business and IT needs against procedural limitations to assess roadmaps for optimal functions.

Overview

2
2
years of professional experience
1
1
Certification

Work History

Senior IT Service Desk Analyst

Erickson Senior Living
01.2023 - Current
  • Adjudicate feedback concerns and implement team-wide solutions
  • Create and maintain Help Desk policy and procedure documentation
  • Managed on average of 40 customer calls per day.
  • Mentor and supervise other staff
  • Collaborate and assist management with high-level strategic decisions
  • Provide bi-monthly on-call support to junior staff
  • Install, configure, and maintain operating systems, software, and hardware
  • Provided backup and recovery services, and managed file systems
  • Created and maintained user and computer accounts, and managed file permissions
  • Tested new product releases for compatibility and minimized user impact
  • Developed and documented technical processes and procedures
  • Adhered to strict Information Systems security guidelines
  • Managed and maintained Windows-based multi-user computer systems, ensuring smooth operation
  • Collaborated with network, software, and system engineers, PC technicians, and end users to support multiple networks.
  • Collaborated with IT teams to implement effective security measures, safeguarding critical data and systems.
  • Streamlined incident response processes for quicker threat detection and remediation.
  • Reduced downtime by proactively identifying and resolving potential issues through thorough system monitoring.
  • Provided comprehensive technical support to end-users, efficiently resolving any system-related issues encountered.
  • Managed user accounts and access permissions within Active Directory environments, maintaining secure computing environment at all times.

IT Service Desk Analyst

Erickson Senior Living
07.2022 - 01.2023
  • Install, configure, and support workstation software, hardware, printers, and phones
  • Analyze staff needs, identify vulnerabilities, and boost efficiency and accuracy
  • Execute systems and network design, documentation, implementation, testing, and administration, and ensure components meet business needs and work together seamlessly
  • Implement software upgrades and troubleshoot any performance issues
  • Train employees in using software and hardware, and provide technical support when needed.
  • Managed on average 30 calls per day
  • Decreased downtime by proactively identifying potential IT issues and implementing preventative measures
  • Provided expert support, troubleshooting complex technical problems for end-users in a timely manner

Education

Associate of Applied Science - Cybersecurity

Community College of Baltimore County
Baltimore, MD
12.2024

Skills

  • Information Security
  • Technical Support
  • Incident Response
  • Backup Restore
  • Python Programming
  • Security Analysis
  • TCP and IP Protocols
  • Firewall Configuration
  • Network Security
  • Active Directory
  • Windows Server Administration
  • Microsoft Exchange Administration

Certification

CompTIA Security+ ce Certification

Top Skills

  • Network Architecture
  • Windows Server
  • Security Information and Event Management (SIEM)

Timeline

Senior IT Service Desk Analyst

Erickson Senior Living
01.2023 - Current

IT Service Desk Analyst

Erickson Senior Living
07.2022 - 01.2023

Associate of Applied Science - Cybersecurity

Community College of Baltimore County

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Brigal Carter