Ephraim Mukubu
Summary
IT Support Specialist with hands-on experience providing enterprise technical support in high-volume environments. Promoted to Level 1.5 at Morgan Stanley within four months for strong troubleshooting performance and high ticket resolution rates. Skilled in LAN/WAN troubleshooting, workstation deployment, IMAC procedures, hardware diagnostics, and enterprise software support. Experienced supporting Windows environments, identity access systems, and enterprise service desk platforms. Currently pursuing a Bachelor’s degree in Cybersecurity & Network Management with a strong foundation in networking, security, and infrastructure operations.
Overview
2
2
years of professional experience
3
3
Certifications
Work History
IT service desk agent
Morgan Stanley
South Jordan, Utah
04.2025 - 12.2025
- Provided enterprise technical support for internal users, resolving hardware, software, and network connectivity issues to ensure seamless operations.
- Diagnose and troubleshoot LAN/WAN connectivity issues, VPN access problems, and workstation configuration errors.
- Support users with Windows OS troubleshooting, Microsoft 365 applications, and enterprise software issues.
- Assisted with software deployments and system updates, enhancing functionality across enterprise endpoints.
- Resolved 60+ support tickets weekly, achieving high customer satisfaction and ensuring SLA compliance.
Custodian
Church Of Jesus Christ Of Latter Day Saints
Salt Lake City, Utah
10.2023 - 03.2025
- Collaborated with team of 10 to establish standard of excellence, reducing cleaning-related complaints by 25%.
- Evaluated performance to achieve 100% satisfaction from manager, enhancing team efficiency by 20%.
- Increased work efficiency by 15% by reorganizing work hours and optimizing task assignments.
Education
Bachelor of Science - Cybersecurity & Network Management
Weber State University
04-2027
Associate of Science - Information Technology
Ensign College
04-2025
Technical Support Engineer Certificate -
Ensign College
08-2024
Skills
- ServiceNow / enterprise ticketing systems
- LAN/WAN troubleshooting
- TCP/IP, DNS, DHCP diagnostics
- VLAN fundamentals
- Device imaging and provisioning
- IMAC (Install, Move, Add, Change) procedures
- Microsoft 365
- Windows 10 / Windows 11
- Workstation installation and configuration
- Inventory and asset management
Education and Training
other,other,true,other
Certification
Cisco Certified Network Associate (CCNA)
Testout PC Pro
Testout Client Pro
Technical Support Certificate - Ensign College
Timeline
IT service desk agent
Morgan Stanley
04.2025 - 12.2025
Custodian
Church Of Jesus Christ Of Latter Day Saints
10.2023 - 03.2025
Bachelor of Science - Cybersecurity & Network Management
Weber State University
Associate of Science - Information Technology
Ensign College
Technical Support Engineer Certificate -
Ensign College