Dawit Gelaye
Somerville
Summary
Dynamic IT Support Specialist with a proven track record at the City of Cambridge, excelling in Office 365 administration and Active Directory management. Adept at troubleshooting complex enterprise applications while fostering collaboration. Skilled in troubleshooting and ensuring seamless user experiences and operational efficiency.
Overview
15
15
years of professional experience
1
1
Certification
Work History
IT Support Specialist Level 2
City of Cambridge
08.2024 - Current
- Provided advanced technical support for Office 365, Active Directory, SCCM, Intune, Workspace ONE, Entra ID, and Azure Virtual Desktop.
- Administered Office 365 provisioning and licensing to ensure optimal user access.
- Managed Active Directory users, devices, groups, and identity lifecycle processes.
- Supported hybrid identity environment utilizing SCCM, Intune, and Azure AD.
- Troubleshot enterprise applications including PeopleSoft, Viewpoint Cloud, and Munis.
- Collaborated with Systems Administration team to resolve escalations and enhance infrastructure.
- Maintained AV systems for public meetings; created documentation and training materials.
- Oversaw workflows and inventory operations as backup for Technical Support Manager.
Technical Support Specialist
City of Cambridge
01.2020 - 08.2024
- Supported enterprise infrastructure, including Office 365 and Active Directory, ensuring seamless operations.
- Managed OS updates via SCCM and Workspace ONE to maintain system security.
- Executed user lifecycle tasks, group membership management, GPO changes, and identity security protocols.
- Assisted with AVD setup, remote access support, and smooth system migrations.
- Delivered Tier 1 troubleshooting support across multiple departments to resolve escalated issues.
- Provided technical assistance for software and hardware problems throughout city departments.
- Facilitated user troubleshooting sessions to effectively resolve technology-related challenges.
- Maintained comprehensive documentation for support processes and knowledge base articles.
Technology Coordinator
Community Learning Center
08.2018 - 01.2020
- Delivered full-stack support for AV systems, laptops, desktops, and classroom technology.
- Provided technical training and onboarding for staff.
- Managed inventory, recommended tech purchases, and coordinated installs.
- Maintained computer lab infrastructure and created software deployment procedures.
Administrative Support Assistant
Community Learning Center
05.2016 - 01.2020
- Built and managed the school’s digital attendance system.
- Maintained the website; recorded and reported official state data.
- Supported administrative operations and provided Amharic translation.
IT Help Desk / ResNet Technician
Northeastern University
08.2010 - 05.2013
- Troubleshot student & staff devices including laptops, desktops, printers, and mobile devices.
- Installed systems, configured hardware, and assisted with AV setups.
- Resolved user account issues and documented cases using the ticketing system.
- Updated IT inventory and assisted with orientation sessions for new users.
Education
B.S. - Criminal Justice / Law Enforcement Administration
Northeastern University
01.2014
Skills
- Windows Server administration
- VMware ESXi expertise
- Active Directory management and Group Policy configuration
- Entra ID integration
- Office 365 admin tasks
- Exchange
- Azure AD
- Azure VM oversight
- SCCM
- Workspace ONE
- Intune deployment strategies
- Imaging, patching, and deployment processes
Websites
Certification
Office 365 for Administrators: Supporting the Modern Workplace, (Can add Security+, AZ-104, or MD-102 once completed)
AWARDS & HONORS
2023 Outstanding Employee Award
TRAINING PROFESSIONAL DEVELOPMENT
- CompTIA Security+ Training
- SCCM / Endpoint Configuration Manager Training
- VMware vSphere / ESXi Training
- Microsoft Azure Administrator Training (AZ-104)
- Azure Cloud Fundamentals (AZ-900)
- Intune / Microsoft Endpoint Manager Training
- Workspace ONE Administrator Training
- Microsoft Active Directory & GPO Workshops
WEBSITES, PORTFOLIOS, PROFILES
linkedin.com/in/dawit-gelaye
Timeline
IT Support Specialist Level 2
City of Cambridge
08.2024 - Current
Technical Support Specialist
City of Cambridge
01.2020 - 08.2024
Technology Coordinator
Community Learning Center
08.2018 - 01.2020
Administrative Support Assistant
Community Learning Center
05.2016 - 01.2020
IT Help Desk / ResNet Technician
Northeastern University
08.2010 - 05.2013
B.S. - Criminal Justice / Law Enforcement Administration
Northeastern University