Gabriel Cease
Chicago
Summary
Professional with strong background in IT support, adept at troubleshooting and resolving technical issues efficiently. Demonstrates focus on teamwork and achieving results, adapting seamlessly to changing environments. Skilled in customer service, problem-solving, and technical communication, ensuring reliable support for users. Known for maintaining high standards and delivering impactful results.
Overview
8
8
years of professional experience
Work History
Service Desk Analyst
HDI Global Insurance
08.2024 - Current
- Diagnosed and resolved tier 1-2 IT support issues for access, devices, and applications, ensuring seamless functionality across corporate sites.
- Support Microsoft 365 services including Outlook, Teams, OneDrive, Word, Excel, and SharePoint.
- Manage identities and access using Microsoft Entra ID, including user lifecycle tasks and group membership changes.
- Administer Microsoft Intune for endpoint management, application deployment, device compliance, and policy enforcement.
- Troubleshoot Intune enrollment, compliance, and Conditional Access-related issues.
- Support onboarding and offboarding processes, ensuring secure provisioning and timely removal of access.
- Assist with Active Directory administration in hybrid and virtualized environments.
- Support enterprise telephony and VoIP systems, assisting users with call and configuration issues.
- Document procedures, fixes, and configurations to support audits and knowledge sharing.
- Collaborate with internal IT teams, vendors, and service providers on escalated issues.
- Assisted with Microsoft 365 licensing and access management, ensuring users had appropriate services and resolving usage or provisioning issues.
- Supported Microsoft Entra PIM and managed access-related tasks across Microsoft 365, contributing to secure identity and access management practices.
Information Technology Intern
GSG Consultants, Inc.
05.2024 - Current
- Managed user accounts and access control in Microsoft Entra.
- Administered Microsoft Intune for device management, app deployment, and policy enforcement.
- Onboarded and offboarded users, including device setup and secure access removal.
- Supported and administered Avaya VoIP systems.
- Managed Active Directory environments via virtual machines.
- Troubleshot hardware and software issues to minimize downtime.
- Created and verified user backups to ensure data integrity.
- Packaged and deployed software through Microsoft Intune.
- Maintained technical documentation for support and operations.
Device Technician
Batteries Plus
01.2021 - 09.2024
- WISE certified (Levels 1–2) for iPhone and Samsung device repair.
- Diagnosed and repaired smartphones, tablets, and laptops.
- Completed complex component replacements including LCDs and batteries.
- Delivered clear, customer-focused explanations of repairs and timelines.
- Assisted with inventory tracking and documentation of repairs.
Performance Assessment Group Intern
Commonwealth Edison
06.2023 - 09.2023
- Designed and maintained IT infrastructure including servers, networking, and storage.
- Implemented security controls to protect systems and data.
- Managed servers, databases, and operating systems.
- Supported and optimized cloud-based solutions.
- Developed backup, recovery, and disaster recovery strategies.
- Provided technical support to end users.
- Used virtualization technologies to improve resource utilization.
- Assisted with IT project planning and execution.
Customer Support & Retail Administration
Hi-Tek Communications
06.2018 - 05.2020
- Helped customers save an average of $25 per month by clearly explaining service plan options and identifying cost-effective alternatives.
- Provided one-on-one technical tutorials for wireless devices including smartphones, hotspots, navigation, and radio systems.
- Delivered general desktop-style support and personalized guidance to help customers use devices to their full capability.
- Improved customer satisfaction, repeat business, and positive Google reviews through clear communication and patient support.
- Handled daily cash register operations and financial transactions with accuracy.
Education
Bachelor of Science - Information Technology
DePaul University
Chicago, IL06-2024
Skills
- Microsoft Azure
- Microsoft Entra ID (Azure AD)
- Identity & Access Management (IAM)
- Conditional Access
- Microsoft Intune (Endpoint Manager)
- Device & Endpoint Management
- Microsoft 365 Administration
- Exchange Online
- Cloud Infrastructure Fundamentals
- PowerShell (Administrative Automation)
- Incident & Change Management
- User Provisioning & Lifecycle Management
- Microsoft Azure Fundamentals (AZ‑900)
- Microsoft 365 Fundamentals (MS‑900)
Timeline
Service Desk Analyst
HDI Global Insurance
08.2024 - Current
Information Technology Intern
GSG Consultants, Inc.
05.2024 - Current
Performance Assessment Group Intern
Commonwealth Edison
06.2023 - 09.2023
Device Technician
Batteries Plus
01.2021 - 09.2024
Customer Support & Retail Administration
Hi-Tek Communications
06.2018 - 05.2020
Bachelor of Science - Information Technology
DePaul University