Hi, I’m
Craig Kelly
East Rockaway,NY
Summary
Results-driven IT professional with 3+ years of technical support experience and a focus on cybersecurity. Pursuing CompTIA Security+, CompTIA Network+, and Google IT Support certifications to enhance expertise in secure IT environments. Skilled in ServiceNow, Active Directory, and resolving complex technical issues. Known for improving efficiency, user satisfaction, and delivering innovative solutions. Seeking an IT Analyst role to apply technical expertise, streamline operations, and support a secure, customer-focused IT infrastructure.
Overview
3
years of professional experience
Work History
Northwell Health
Service Desk Analyst
04.2023 - Current
Job overview
- Resolved 40+ technical support tickets daily across Citrix-based applications and various systems, ensuring compliance with HIPAA and safeguarding PHI.
- Provided remote troubleshooting for hardware, software, network drives, and printers using tools like Bomgar.
- Supported the migration of 1,000+ Microsoft Exchange mailboxes and Active Directory accounts with minimal disruptions.
- Configured user account permissions and access levels to maintain security standards and streamline workflows.
- Delivered exceptional support via chat and call channels, collaborating with teams to resolve high-priority incidents and update knowledge base articles.
New York City Department of Education
Helpdesk Technician
01.2022 - 04.2023
Job overview
- Mentored new hires as Associate Team Lead, surpassing performance benchmarks through effective training.
- Enhanced Tier 1 and Tier 2 support, specializing in password resets via Active Directory and Entrust MFA tools.
- Achieved a 25% improvement in team efficiency by implementing new problem-solving strategies.
- Authored comprehensive documentation to streamline operations and improve team onboarding.
- Diagnosed and resolved hardware and software issues for desktops, laptops, and mobile devices.
Education
NPowerNew York, NY
02.2022
University Overview
- Google IT Support Professional Certification: NPower NY. (Completed, Nov.2021)
- Google IT Project Management Certification: NPower NY. (Completed, Jan.2022)
- Google IT Security Defense against the digital dark arts: NPower NY. (Completed, Jan.2022)
- Google IT System Administration and IT Infrastructure Services: NPower NY. (Completed, Jan.2022)
Skills
- Technical Documentation & Knowledge Base Creation
- Remote Support (Bomgar, Citrix Workspace)
- Active Directory & Microsoft Exchange Administration
- Multifactor Authentication (Entrust MFA, Security Protocols)
- Networking & Hardware Configuration
- Incident Response & Escalation Handling
- Process Improvement & Workflow Optimization
- PHI Data Security & HIPAA Compliance
- Troubleshooting (Desktops, Laptops, Mobile Devices, Printers)
- User Access Management & Account Permissions
Timeline
Service Desk Analyst
Northwell Health
04.2023 - Current
Helpdesk Technician
New York City Department of Education
01.2022 - 04.2023
NPower
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