Constantine Isaac
Salem,NH
Summary
Dynamic and driven IT professional with hands-on experience at NETSCOUT and Rhode Island College, providing frontline support and managing endpoints in both Windows and macOS environments. Skilled in troubleshooting technical issues, imaging and deploying devices, and administering user accounts through tools like Active Directory, JAMF, and Okta. Known for delivering responsive, high-quality customer service and supporting executive-level users. Passionate about cybersecurity, committed to policy compliance, and focused on streamlining IT operations through practical problem-solving and teamwork.
Overview
2
2
years of professional experience
1
1
Certification
Work History
IT Help Desk Technician
Rhode Island College
Providence, RI
08.2024 - Current
- Manage user accounts and devices for faculty and students using Active Directory.
- Provide in-person technical support for classroom emergencies and general IT issues.
- Perform MFA configuration and password resets for student and faculty accounts.
- Deploy, configure, and reimage hardware in classrooms, labs, and faculty offices.
- Administer classroom/lab hardware and software; apply firmware updates as needed.
- Serve as student lead for AV and IT equipment installations in classrooms and meeting spaces.
- Track and update IT inventory, including AV and endpoint devices, in coordination with university systems.
- Document and resolve IT support tickets using internal ticketing systems.
IT Helpdesk Intern | Support Specialist
NETSCOUT
Westford, MA
06.2025 - 08.2025
- Serve as first point of contact for all IT support requests, providing white-glove service to executives and staff.
- Troubleshoot hardware, software, and network issues across Windows and Apple environments.
- Configure and deploy laptops, peripherals, and mobile devices; manage imaging and onboarding.
- Administer user accounts and systems via Active Directory, SCCM, Jamf, Okta, and CyberArk.
- Manage MFA settings, access controls, and user provisioning in line with IT and InfoSec policies.
- Maintain accurate inventory using Jamf and FreshService; document resolutions in internal knowledge base.
- Utilize RemedyForce (Salesforce) to triage, assign, and resolve IT service requests efficiently.
- Support a wide range of technologies including Office 365, videoconferencing tools, VPNs, and printers.
- Monitor and identify recurring issues to improve system performance and escalate when necessary.
- Provide global remote support via Helpdesk Call Center for employees across time zones.
- Assist in onboarding new employees by coordinating setup of IT resources.
Education
Bachelor of Science - Business Administration and Management
Rhode Island College
Providence, RI05-2027
High School Diploma - undefined
Windham High School
Windham, NH06-2024
Skills
- Help Desk & Ticketing Systems (Active Directory)
- Remote support
- Office 365 administration endpoint management tools
- Remote Troubleshooting Tools
- Basic Networking Knowledge
- Mobile Device Management (MDM)
- Hardware Support
- Device Imaging & Deployment
- Security & Compliance
- Mail routing
- Software installation
- Application support
Accomplishments
- Trained and led technical support teams of more than 10 support specialists.
- Member of the NEWA All-Academic Team.
- Selected speaker for the School of Business.
- Co-Founder of DECA at Rhode Island College.
Certification
Google IT Support Professional Certificate (2025)
Timeline
IT Helpdesk Intern | Support Specialist
NETSCOUT
06.2025 - 08.2025
IT Help Desk Technician
Rhode Island College
08.2024 - Current
High School Diploma - undefined
Windham High School
Bachelor of Science - Business Administration and Management
Rhode Island College