Charles Michael
MD
Summary
IT support professional with expertise in endpoint administration, access management, and technical documentation. Provides hands-on support for Microsoft 365 Intune and Active Directory to improve device lifecycle management. Supports security and compliance initiatives, including vulnerability remediation, incident containment, ISO 27001 internal auditing, SOC 2 readiness, and penetration testing.
Overview
1
1
Certification
5
5
years of professional experience
Work History
Desktop Support Analyst
FEI Systems
Columbia, MD
07.2022 - Current
- Provide Tier II desktop and business application support for enterprise users in a fast-paced corporate environment.
- Administer user accounts, permissions, and access through Active Directory, Microsoft Intune, and Microsoft Endpoint Configuration Manager.
- Support Microsoft 365 applications and services, ensuring employees can effectively utilize business productivity tools.
- Manage endpoint deployment, configuration, maintenance, and troubleshooting for Windows-based systems.
- Diagnose and resolve hardware, software, networking, and access-related issues while maintaining high customer satisfaction levels.
- Utilized ticketing systems to prioritize, track, and resolve technical issues, ensuring compliance with service level expectations.
- Collaborated with internal teams to identify recurring issues and implemented process improvements, minimizing user disruption.
- Created and maintained technical documentation, troubleshooting guides, and knowledge base articles to enhance operational efficiency.
- Assist with software deployments, system updates, and endpoint security initiatives.
- Support data management and reporting efforts by maintaining system accuracy and assisting users with business applications.
- Conducted internal audits for ISO20k compliance over multiple years.
Service Desk Associate
FEI Systems
08.2021 - 07.2022
- Delivered Tier I technical support for both internal employees and external users of a proprietary web-based application.
- Resolved user issues on software functionality, account access, application configuration, and technical support, enhancing user experience.
- Managed support requests via ticketing platform, documenting accurately and ensuring timely resolution of issues to maintain service quality.
- Collaborated with application support, development, and operations teams to escalate and resolve complex issues.
- Assisted users in navigating business applications and provided guidance to improve adoption and utilization.
- Communicated technical information clearly to both technical and non-technical audiences.
- Developed process documentation and facilitated knowledge-sharing initiatives, fostering consistency and efficiency in support operations.
Education
Associate of Science - Computer Science
Harford Community College
01-2019
Skills
- Desktop Support
- IT Support & Operations
- Microsoft 365 Administration
- Microsoft Intune
- Microsoft Endpoint Configuration Manager (SCCM)
- Active Directory
- User Access Management
- Identity & Access Management
- License Administration
- Endpoint Management
- Remote Support
- Hardware Troubleshooting
- Software Deployment
- Windows Administration
- Linux Administration
- Service Desk Operations
- Ticketing Systems
- Documentation & Process Improvement
- Knowledge Base Documentation
- Data Management
- Reporting & Collaboration
- Cross-Functional Collaboration
- SaaS Application Support
- Azure AD (Entra ID)
- SharePoint Online
- Teams Administration
- Exchange Administration
- Ivanti
- Business Systems & Administration
- Vulnerability management
- CompTIA Security
- CompTIA CySA
- CompTIA PenTest
- TryHackMe SAL1 (Security Analyst Level 1)
Certification
- CompTIA SecurityX | In progress, completed before 2027
- TryHackMe SAL1 Certified | March 2025
- CompTIA PenTest+ | May 2024
- CompTIA CySA+ | November 2022
- CompTIA Security+ | May 2022
- CompTIA A+ | May 2021
Timeline
Desktop Support Analyst
FEI Systems
07.2022 - Current
Service Desk Associate
FEI Systems
08.2021 - 07.2022
Associate of Science - Computer Science
Harford Community College