Brittany Taveras
New York
Summary
Dynamic IT professional with a proven track record at Columbia University Irving Medical Center, excelling in Tier 1 support. Skilled in Active Directory and Microsoft Intune, with a strong ability to resolve complex technical issues while maintaining a calm, user-focused approach. Passionate about enhancing user experiences and improving IT processes in high-pressure environments. Holds the Google IT Support Certificate and is currently completing the CompTIA A+ certification.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Help Desk Technician – Tier 1 Support
Columbia University Irving Medical Center
New York
10.2024 - 06.2025
- Provided Tier 1 technical support to university staff and students in a high-volume help desk setting.
- Troubleshot access and authentication issues using Active Directory, Duo, and Microsoft Entra ID.
- Managed user devices and compliance policies using Microsoft Intune.
- Resolved VPN and remote access issues using Cisco AnyConnect.
- Logged and escalated tickets via ServiceNow, ensuring complete and accurate documentation.
- Collaborated with Tier 2 technicians for issue escalation, diagnostics, and process improvements.
Exam Proctor (IT Support)
Fordham Law School
New York
03.2024 - 05.2024
- Monitored exam environments to ensure compliance with academic integrity policies.
- Ensured smooth execution of live online exams by resolving real-time software and hardware issues.
- Logged and reported incidents, escalating technical failures to IT support when necessary.
Desktop Technician (Contract)
Agilant
New York
07.2023 - 10.2023
- Delivered desktop support for laptops, desktops, Surface tablets, and mobile devices within SLA timelines.
- Installed, configured, and tested hardware (RAM, printers, iPads), ensuring full user access and connectivity.
- Used Active Directory for hostname assignment and licensing verification.
- Opened and closed service tickets using ServiceNow.
- Provided on-site setup for local and network devices, including post-installation checks.
Specialist (Technical Support & Sales)
Apple Store
Ardmore
10.2022 - 03.2023
- Delivered personalized technical support and education to users of varying skill levels, ensuring a positive, stress-free experience.
- Maintained a calm and empathetic demeanor in high-volume environments, balancing multiple customer needs with professionalism.
- Performed device setups, backups, software updates, and account recovery, with a focus on data security and user privacy.
Academic & Career Counselor
NMIC
New York
03.2019 - 10.2022
- Managed a caseload of 60+ clients, providing academic guidance, motivation, and access to educational resources.
- Maintained organized service plans and detailed documentation for case management.
- Led programming to assist youth with test enrollment, budgeting, and essential life skills; developed presentation decks, and class materials to support effective learning.
- Contributed to redesigning and streamlining the intake system, reducing barriers to entry, and making the process more efficient, resulting in an increase in client onboarding.
Volunteer Teacher
Nirvana High School
Kottakuppam
10.2018 - 12.2018
- Taught English and basic computer skills to local students as part of a community development program.
Administrative Intern
Office of Congressman Charles Rangel
New York
01.2014 - 01.2015
- Coordinated the Annual Congressional Art Competition, and liaised with multiple congressional offices.
- Assisted in managing constituent inquiries and requests for assistance.
Education
Bachelor of Arts - Political Science
Pace University
Skills
Operating Systems:
Windows (7, 10, 11), macOS
Productivity & Collaboration Tools:
Microsoft Office Suite, Adobe Suite, SharePoint, Dropbox, Google Drive
IT Support & Service Management:
ServiceNow, IT Asset Management (ITAM), Active Directory, Entra ID (Azure AD), Duo Admin Panel, Microsoft Intune, Cisco Jabber, Cisco Finesse
Networking & Remote Access:
Cisco Routers/Switches, LAN/WAN, TCP/IP, Cisco AnyConnect, PuTTY
Hardware & Mobile Devices:
Desktops, Laptops, Printers, iPads, iPhones, Android Devices
Cloud & Virtualization:
AWS, VMware, Hyper-V, Virtual PC
Certification
CompTIA A+ Certificate In Progress
Google IT Support Certificate June 2023
NPower Tech Fundamentals Program June 2023
Timeline
Help Desk Technician – Tier 1 Support
Columbia University Irving Medical Center
10.2024 - 06.2025
Exam Proctor (IT Support)
Fordham Law School
03.2024 - 05.2024
Desktop Technician (Contract)
Agilant
07.2023 - 10.2023
Specialist (Technical Support & Sales)
Apple Store
10.2022 - 03.2023
Academic & Career Counselor
NMIC
03.2019 - 10.2022
Volunteer Teacher
Nirvana High School
10.2018 - 12.2018
Administrative Intern
Office of Congressman Charles Rangel
01.2014 - 01.2015
Bachelor of Arts - Political Science
Pace University
Similar Profiles
Itzel Aileen CamarilloItzel Aileen Camarillo
Research Assistant at Gertrude H. Sergievsky Center, Columbia University Irving Medical CenterResearch Assistant at Gertrude H. Sergievsky Center, Columbia University Irving Medical Center
Ashley MathesonAshley Matheson
Office Administrator at Columbia University Irving Medical CenterOffice Administrator at Columbia University Irving Medical Center
Nadia OusmanNadia Ousman
Student Nurse at NYP Columbia University Irving Medical CenterStudent Nurse at NYP Columbia University Irving Medical Center
Tarik RamadanTarik Ramadan
Department of Surgery Coordinator Assistant at Columbia University Irving Medical Center, Department Of SurgeryDepartment of Surgery Coordinator Assistant at Columbia University Irving Medical Center, Department Of Surgery
Alexandra HortonAlexandra Horton
Live-Out Nanny at The Saperstein FamilyLive-Out Nanny at The Saperstein Family