Isaiah Ramirez-Bradley
Mastic Beach,United States
Summary
Seasoned IT Professional with over 9 years of combined experience in service desk operations, technical support, and network administration. Demonstrated expertise supporting end-users at Northwell Hospitals by managing incident tickets and service requests through platforms such as CA Service Desk Manager and ServiceNow. Served 4 years as a Network Administrator in the United States Marine Corps, where I configured, installed, and maintained robust network infrastructures supporting up to 3,000 users in high-stakes environments. Known for delivering clear, actionable technical guidance, optimizing server environments, reducing redundancy, and resolving complex issues within scope and deadlines. Strong communicator with a collaborative approach to working with cross-functional teams, vendors, and end-users to drive operational excellence.
Overview
10
10
years of professional experience
1
1
Certification
Work History
IT Service Desk Analyst
Northwell Health
12.2019 - Current
- Serviced multiple users at once with Northwell’s chat system.
- Supported 150+ users weekly
- Assisted users with password resets through various websites and healthcare applications that Northwell utilizes such as Sunrise, TouchWorks EHR, MyAvatar, and more.
- Have an understanding of the Citrix Workspace and Citrix Secure Access.
- Have troubleshooted issues through multiple healthcare applications.
- Assisted users in submitting various request forms and incident tickets through ticketing system.
- Able to troubleshoot various Outlook issues.
- Competent with navigating Windows.
- Has some experience operating MAC.
- Confident with Active Directory and it’s functionalities.
- Expert in operating in Service Desk ticketing system; utilized CA Service Desk and currently using ServiceNow ticketing system.
- Capable of handling IT requests regarding user’s accounts.
- Assisted user with remote access issues and connecting to Northwell’s VPN.
- Was apart of troubleshooting and assisting users with application updates that had rolled out.
- Trained multiple onboarding employees about Northwell’s chat system and services.
- Have utilized BeyondTrust Bomgar system to remote into user’s workstations to perform troubleshooting.
- Efficient in Office applications.
- Independently troubleshoots incident cases with associates in a professional manner.
- Independently triages, collects data, documents cases, and escalates those cases as necessary.
- Proactively monitors tools for alerts and provides notification of outages.
- Ability to provide excellent customer service when working directly with users that may not be technical.
- Strong customer service skills.
Network Administrator / Helpdesk Clerk
United States Marine Corps
11.2015 - 11.2019
- Practiced network/system setup in austere environments for months at a time troubleshooting BGP, EIGRP, VRF, IPSEC, VLAN, and DHCP as well as upgrading Cisco and Fortinet devices.
- Expert in tipping cables and running cables in a proficient manner.
- Skilled in filling out and handling work orders and trouble tickets.
- Able to configure and troubleshoot Fortinet Firewalls to allow secure web, mail, and VOIP services for hundreds of users utilizing NAT and VIP.
- Collaborated with cyber security personnel to analyze network weaknesses and provide solutions to correct them.
- Proficient at communicating technical concepts effectively, in both written and verbal form, to all levels of employees.
- Maintained a Department of Defense Secret Clearance.
- Configured over 100 networking devices for live operations and equivalent server environments, culminating in the successful build of several high priority mission-capable networks.
- Advised and assisted subordinate organizations with network planning, optimization, and troubleshooting to enable network access to hundreds of clients.
- Trusted with the responsibility of $5,000,000 worth of networking equipment and responsible for regular functionality checks and upgrades as needed.
- Proficient in operating Active Directory.
- Has an understanding on navigating and troubleshooting Outlook.
- Assisted in upgrading over 500 Dell laptops into Windows 10 operating system.
Education
Bachelor of Science - NETWORK ENGINEERING AND SECURITY
WESTERN GOVERNOR UNIVERSITY
Salt Lake City, UT02-2027
BLACK CORE ROUTING AND QUALITY OF SERVICE -
COMMUICATIONS TRAINING CENTER
Camp Pendleton South, CA06.2017
TACTICAL SWITCHING OPERATOR -
MCCES 29 PALMS
Twentynine Palms, CA09.2016
Skills
- Escalation management
- Network connectivity troubleshooting
- Technical application support
- Cybersecurity awareness
- Remote troubleshooting
- Operating systems
- Incident management
- Technical service support
- User access management
- Software troubleshooting
- Network troubleshooting
- End-user support services
- Assist in case resolution
- Network infrastructure management
- Customer service
- Ethernet network configuration
- Account management
- Problem resolution
- Proficient in TCP/IP networking
- Experienced with Mac operating systems
- IT system administration
- Collaborative decision-making
- Proficient in Microsoft Outlook
- Customer service expert
- Security protocols
- Proficient in resolving complaints
- Proficient in MS Office
- Customer service operations
- Effective listening skills
- Understanding technical documents
- Staff training development
- Proficient in Windows 10
- Technical assistance
- Problem-solving skills
- Issue tracking and management
- Product troubleshooting
- Application installation
- Timely issue escalation
- Network administration
- Detail-oriented data management
- Ticket support system management
- Access issue resolution
- Customer-focused technical assistance
- Account management
- Hardware and peripherals
- Proficient in Windows
- VoIP systems
- Effective communication
- Customer support
- Network security
- Proficient in Active Directory
- Directory management
- Technical troubleshooting
- Network addressing proficiency
- Clear verbal and written communication
- Configuration of network systems
- Monitoring network security systems
Certification
- CompTIA A+, 07/28/23
- CompTIA Network+, 04/21/24
- LPI Linux Essentials, 07/29/24
- Alexos ITIL Foundations v4, 07/30/24
- CompTIA Security+, 12/06/24
Timeline
IT Service Desk Analyst
Northwell Health
12.2019 - Current
Network Administrator / Helpdesk Clerk
United States Marine Corps
11.2015 - 11.2019
Bachelor of Science - NETWORK ENGINEERING AND SECURITY
WESTERN GOVERNOR UNIVERSITY
BLACK CORE ROUTING AND QUALITY OF SERVICE -
COMMUICATIONS TRAINING CENTER
TACTICAL SWITCHING OPERATOR -
MCCES 29 PALMS
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