Emmanuel Baah
New York,NY
Summary
Results-driven Support Engineer with 3 years of experience in leveraging powerful technologies to drive operational efficiency and committed to delivering high-quality solutions that exceed expectations. Experienced [Type] Support Engineer familiar with user support and root cause analysis. Advanced knowledge of [Area] operations and dedication to see issues through to end. Works well in remote and desk-side environments.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Support Engineer
Darktrace Cyber Security
07.2022 - Current
- Maintain and take ownership of Mobile Device Management (MDM) encompassing application management, leveraging technologies such as Azure, Intune, and JAMF, to ensure seamless operation of endpoint devices across diverse platforms including Windows, macOS, and mobile devices
- Collaborate with other IT teams, such as Security and Windows, by shadowing a seasoned professional to gain practical expertise in configuring and administering endpoint devices, ensuring seamless integration with other systems and services for optimal performance and security
- Streamline new hire onboarding and exit processes, ensuring staff's comfort with tools and equipment, and maintaining adherence to exit procedures in coordination with the asset team when necessary
- Efficiently resolve technical issues through ticketing systems, telephone, and remote support to address recurring malfunctions promptly within 90% SLA.
IT Support Associate II
Amazon
12.2021 - 06.2022
- Administered Active Directory and Microsoft Exchange, overseeing user accounts, permissions, and mailbox configurations to ensure seamless and secure operations
- Installed and configured Cisco C9300, C9500, 4510 Switches and Cisco ASR1001 routers
- Analyzed and resolved complex end-user computing issues, including VPN services and network troubleshooting reducing downtime by 15% and ensuring optimal system performance
- Proficiently troubleshoot and resolve issues related to Microsoft services including OneDrive, OneNote
- SharePoint, Excal, Office 365, and Outlook, ensuring seamless access and functionality for end-users.
Education
B.S - Computer Information Systems
CUNY Lehman College
New York, NYSkills
- Cloud Computing
- Amazon Web Services (AWS), EC2, S3, CloudWatch, Lambda, VPC, DynamoDB, RDS
- Development Tools
- Github, Gitlab, Terraform Cloud, Docker, Kubernetes
- Networking
- Networking:
- LAN/WAN Design, OSI Model, TCP/IP, DHCP, DNS, Firewalls
- Languages
- Python
- CERTIFICATIONS - Linux Essentials Linux Professional Institute (Exam code 010-160) ; Microsoft Windows
- Endpoint Administrator (MD-102) (In Progress)
Accomplishments
- Medium Profile: See full portfolio of work here
- GitHub Projects GitHub Profile: https://github.com/Ebaah98
Certification
LPI Linux Essentials (Linux Essentials 010)
Microsoft Windows Endpoint Administrator (MD-102) (In Progress)
Languages
Twi
Full Professional
English
Native or Bilingual
Timeline
Support Engineer
Darktrace Cyber Security
07.2022 - Current
IT Support Associate II
Amazon
12.2021 - 06.2022
B.S - Computer Information Systems
CUNY Lehman College
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