Isaac Tokura
Laurel
Summary
Dynamic IT professional with extensive experience at Sheppard Pratt Health System, excelling in Tier 2 support and cybersecurity protocols. Proficient in Active Directory and Microsoft Intune, I enhance user productivity through effective incident resolution and collaboration. Recognized for improving service quality and maintaining secure access controls across diverse environments.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Service Desk Analyst II
Sheppard Pratt Health System Inc
Towson
09.2024 - Current
- Provided Tier 2 technical support for 500+ users across multiple departments, ensuring timely resolution of incidents.
- Administered Active Directory accounts, group policies, and permissions to maintain secure access controls.
- Supported remote users via Microsoft Intune, RDP, and GoTo Resolve, aligning with incident response protocols.
- Collaborated with the security team on endpoint protection and phishing response, contributing to early threat detection.
- Documented incidents and resolutions using the Jira ticketing system, ensuring detailed, timestamped records for audit and escalation purposes.
- Utilized Microsoft SCCM to image and deploy Windows operating systems across enterprise devices, supporting standardized system configurations.
- Managed application deployments through Microsoft Intune to maintain compliance with corporate security standards.
- Executed secure remote network connections using FortiClient VPN, supporting secure system administration and issue resolution.
- Provided on-site IT support across multiple office locations, including hardware installations, decommissioning, network and Wi-Fi troubleshooting, printer configuration, and hardware/software upgrades.
Service Desk Analyst I
Sheppard Pratt Health System Inc
Towson
09.2022 - 02.2024
- Delivered Tier 1 support for hardware, software, and network issues, ensuring prompt incident resolution.
- Assisted with onboarding/offboarding processes and account provisioning to uphold cybersecurity protocols.
- Supported AV equipment including Epson projectors and Forti-Fone systems while adhering to technical support standards.
- Monitored and escalated unresolved issues to Tier 2, providing detailed incident summaries for further investigation.
Help Desk Technician
Gates Hudson Property Management
Fairfax
03.2020 - 12.2022
- Managed ticketing system to track, prioritize, and escalate user requests, improving response time and service quality.
- Conducted routine maintenance and updates on systems to ensure optimal performance and security compliance.
- Provided timely technical support for hardware and software issues, enhancing user productivity and satisfaction.
- Collaborated with IT teams to implement system upgrades and new software deployments, streamlining operations.
- Documented technical procedures and user guides to enhance the support process and user experience.
- Configured and installed hardware components, ensuring proper setup and functionality for all user devices.
Sortation Associate
Amazon Fulfillment center
Hanover
10.2019 - 03.2020
- Sorted packages based on size and destination to optimize delivery routes.
- Utilized handheld scanners to track and verify package inventory accurately.
- Executed quality control checks on outgoing packages to ensure accuracy and condition.
- Monitored package flow and reported any bottlenecks to the supervisor for resolution.
- Engaged in regular inventory counts to assist in maintaining accurate stock levels.
- Participated in safety meetings and contributed to a culture of workplace safety.
- Executed label verification to ensure proper package identification.
- Maintained compliance with all safety regulations and standard operating procedures.
- Scanned barcodes on packages using RF scanners.
Package Handler
UPS
Burtonsville
06.2018 - 10.2019
- Operated powered equipment for loading and unloading packages, ensuring safe handling.
- Maintained accurate inventory records by scanning packages and updating the system in real-time.
- Executed safe lifting techniques while handling heavy packages to prevent workplace injuries.
- Participated in safety training sessions to enhance knowledge of workplace protocols and procedures.
- Loaded and unloaded packages from delivery vehicles with manual and powered equipment.
- Stacked boxes onto pallets in an efficient manner.
- Assisted in loading delivery trucks with prepared packages.
- Reported any lost or damaged items to supervisors immediately upon discovery.
Education
Associate of Applied Science -
Prince George's Community College
Upper Marlboro, MD06-2027
Some College (No Degree) - Cyber Security Cert
Prince George's Community College (PGCC)
Lanham, MD11-2025
Bachelor of Science - Industrial Technical Education
University of Benin
Nigeria06-2012
Skills
- Identity And Access Management
- Cybersecurity protocols
- Active Directory
- Active Roles 82
- Productivity And Collaboration
- Microsoft 360
- Microsoft Office
- Microsoft Teams
- Zoom
- Endpoint And Device Management
- Microsoft Intune
- Forti Client
- Forti Fone
- Virtual Tools And Cloud
- Azure
- RDP
- TightVNC
- IT Support Tools
- GoTo Resolve
- Paper Cut
- Jira Ticketing System
- Hardware troubleshooting
- Software Installations
- Remote support
Certification
• PGCC Cybersecurity Certificate
• CompTIA Security+
• Google IT Fundamentals Certificate
• CompTIA A+
• CompTIA Security+
• Google IT Fundamentals Certificate
• CompTIA A+
Timeline
Service Desk Analyst II
Sheppard Pratt Health System Inc
09.2024 - Current
Service Desk Analyst I
Sheppard Pratt Health System Inc
09.2022 - 02.2024
Help Desk Technician
Gates Hudson Property Management
03.2020 - 12.2022
Sortation Associate
Amazon Fulfillment center
10.2019 - 03.2020
Package Handler
UPS
06.2018 - 10.2019
Associate of Applied Science -
Prince George's Community College
Some College (No Degree) - Cyber Security Cert
Prince George's Community College (PGCC)
Bachelor of Science - Industrial Technical Education
University of Benin