EDMUND OWUSU
Plainfield,IL
Summary
IT Support Engineer providing Tier 2 support for enterprise users across Microsoft 365, Windows, and network environments. Handles account provisioning, MFA, Conditional Access, VPN, endpoint issues, and device lifecycle tasks across Entra ID, Okta, Intune, macOS, and iOS.
Overview
1
1
Certification
5
5
years of professional experience
Work History
IT SUPPORT ENGINEER
OneDigital (TCS)
02.2024 - Current
- Provided Tier 2 support for enterprise users across Microsoft 365, Windows, and network environments.
- Managed user accounts, licensing, and access provisioning in Microsoft 365 and Azure AD.
- Supported hybrid identity environments for Okta and Entra ID, including user provisioning, access management MFA, authentication troubleshooting, and user lifecycle processes.
- Supported rollout of conditional access policies and identity security controls.
- Resolved VPN connectivity issues and endpoint problems.
- Assisted with SCCM-to-Intune migration and device enrollment.
- Used PowerShell to support user management and system tasks.
- Supported macOS and iOS device lifecycle management through JAMF and Apple Business Manager for enrollment, configuration, and updates.
- Maintained Microsoft Teams Rooms and enterprise collaboration systems for reliable communication.
- Supported enterprise print services through PrinterLogic, including configuration and troubleshooting.
- Participated in the Okta-to-Entra ID migration initiative, supported identity transition activities, and troubleshot user access authentication.
IT FIELD SUPPORT TECHNICIAN
United Airlines
Chicago, IL
09.2023 - 02.2024
- Supported enterprise users in resolving hardware, operating system, and application challenges, ensuring minimal disruption to workflows.
- Executed imaging, deployment, and upgrade processes for systems.
- Provided desk-side support during IT deployment initiatives, contributing to seamless integration of new technologies.
- Resolved issues related to Windows, macOS, and mobile devices.
- Set up and deployed endpoint devices for onboarding new employees, facilitating rapid and secure access.
- Documented incidents and solutions comprehensively, establishing a knowledge base that improved troubleshooting efficiency.
IT DESKTOP SUPPORT
Advocate Christ Healthcare
Oak Lawn, IL
01.2023 - 09.2023
- Managed active directory accounts by executing password resets and configuring permissions to ensure secure access for users.
- Troubleshot and resolved issues associated with printers and applications within the system.
- Assisted healthcare professionals with administrative tasks in a corporate setting.
- Facilitated ticket resolution processes via the ServiceNow platform.
- Resolved hardware, software, and network issues from help desk inquiries to maintain operational functionality and minimize downtime.
- Delivered endpoint and access assistance to ensure system availability and support user productivity.
IT SUPPORT ASSOCIATE
Amazon
Channahon, IL
11.2021 - 10.2022
- Managed daily resolution of 30-50 support tickets, maintaining a zero-backlog record in one of the nations busiest IT environments.
- Managed user provisioning and access control within Active Directory, ensuring secure, efficient account lifecycle management and compliance with security policies.
- Delivered customer support through clear communication and effective problem-solving, enhancing user satisfaction.
- Set up and prepared desktops and laptops for new hires, facilitating smooth onboarding during peak hiring.
- Supported hotel management systems and peripheral devices, ensuring uninterrupted service delivery and operational stability
- Trained new associates on best practices and operational procedures, fostering a knowledgeable and efficient team.
Education
Bachelor of Science - Cybersecurity
Lewis University
Romeoville, IL05-2025
Associate of Science - Cybersecurity
College of DuPage
Glen Ellyn, IL09-2023
Skills
- Microsoft 365 and Exchange administration
- Azure AD management
- Active Directory security
- Access management solutions
- Multi-factor authentication strategies
- Conditional access policies
- Authentication process management
- SharePoint Online and Teams administration
- Basic PowerShell scripting
- Windows systems deployment
- Autopilot feature configuration
- ITIL service management
- Technical documentation best practices
- Analytical troubleshooting skills
- Okta identity solutions integration
- Single sign-on technologies
- Analytical troubleshooting
- Okta identity management
- Single sign-on solutions
- Azure AD management
- Single sign-on solutions
Personal Information
Title: IT Support Engineer
Certification
CompTIA Security+, CompTIA Network+, Cisco CCNA
Timeline
IT SUPPORT ENGINEER
OneDigital (TCS)
02.2024 - Current
IT FIELD SUPPORT TECHNICIAN
United Airlines
09.2023 - 02.2024
IT DESKTOP SUPPORT
Advocate Christ Healthcare
01.2023 - 09.2023
IT SUPPORT ASSOCIATE
Amazon
11.2021 - 10.2022
Bachelor of Science - Cybersecurity
Lewis University
Associate of Science - Cybersecurity
College of DuPage