Edrian Kabigting
New York,USA
Overview
8
8
years of professional experience
1
1
Certification
Work History
IT ANALYST CTS
JetBlue Airways
Jamaica, Queens, NY
04.2021 - Current
- Documented and managed incidents and request tickets using (ITSM) ServiceNow, leveraging internal resources like knowledge base articles and runbook for efficient resolution
- Collaborated with internal IT departments and business partners on projects, including Airport Gate Move and station opening, Kiosk Machines and deployment.
- CTS Bar: Provided technical support on Win10/11 O.S. and Microsoft 365 suite. Including workstations, laptops, mobile devices, kiosks and printers.
- Oversee on-site walkthrough, maintenance, and proactively resolve issues with JetBlue's proprietary airport IT equipment (Thin Clients, Desktops and Display Screens).
- Manage Mobile and Tablet profiles, settings & applications through MDM (AirWatch) or deploy configurations with the use of Apple Provisional Units (APUs)
- Service desk support: remote and on-call assistance to crewmembers at onsite and offsite locations; troubleshooting using remote applications.
- Mentored junior analysts, fostering professional development and knowledge sharing within the team.
HELPDESK SUPPORT
SUNY Downstate Medical Center
Brooklyn, New York
08.2019 - 06.2020
- Documented and managed service tickets through (ITSM) footprints
- Assisted on-call phone support from multiple on and off-site locations and offices
- Tech station bar: Provided in-person technical support and troubleshooting assistance to users during tech bar sessions, resolving a wide range of hardware and software issues
- Usage of remote tools such as SCCM, RDP, BeyondTrust, Zoom, TeamViewer, and MS. Teams
- Managed onboarding processes by creating new accounts, setting up access and permissions, and configuring mailboxes
- Migrated desktop computers to the current Windows OS and ensured data recovery and backup
- Maintenance of WOW carts, including upgrades, replacements, and repairs to their components.
IT SPECIALIST
New York-Presbyterian Brooklyn Methodist Hospital
Brooklyn, New York
07.2018 - 12.2018
- Managed Incidents and requested tickets through (ITSM) Remedy
- Proficient in performing basic Active Directory tasks, including password resets and user account extensions
- Utilized Clonezilla to simultaneously image large batches of computers and laptops to support new hardware rollouts and refreshes
- Physical troubleshooting of hardware devices such as desktops, laptops, and printers
- Performed desk moves and desk setups with proper cable management
- Provided expert support, troubleshooting complex technical problems for end-users on time.
Education
Bachelor of Technology - Computer and Information Systems
New York City College of Technology
Brooklyn, New York05-2019
Skills
- Windows OS 11,10
- Active Directory
- Microsoft Office 0365 suite applications
- Remote applications (BeyondTrust, Zoom, MS Teams, Citrix, Windows SCCM & RDP)
- Microsoft (Active Directory, MFA,)
- Telephony system: Avaya (VoIP)
- Airport Applications (Sabre, Vidtronix, Trax)
- VPN (Global Protect)
- IT asset management
Certification
- CompTIA Security+
Timeline
IT ANALYST CTS
JetBlue Airways
04.2021 - Current
HELPDESK SUPPORT
SUNY Downstate Medical Center
08.2019 - 06.2020
IT SPECIALIST
New York-Presbyterian Brooklyn Methodist Hospital
07.2018 - 12.2018
Bachelor of Technology - Computer and Information Systems
New York City College of Technology