Immanuel Reed
Summary
IT Associate with extensive experience in user support for Windows 11 and Microsoft 365 environments. Proficient in troubleshooting endpoint, network, mobile device, and peripheral issues, with a strong foundation in usability, security, and access control practices including Entra ID, Intune, and Active Directory. Recognized for exceptional customer service and effective communication skills, ensuring user satisfaction and clear expectation management. Demonstrated ability to independently resolve complex technical problems while maintaining thorough documentation and supporting both Windows and macOS systems in dynamic office settings.
Overview
20
20
years of professional experience
2007
2007
years of post-secondary education
1
1
Certification
Work History
IT Analyst
Enlightened Minds
04.2025 - Current
- Provide Tier 1–2 support for Windows 11 endpoints, resolving hardware, software, network, and peripheral issues for on-site and remote users.
- Administer Microsoft 365 and Entra ID, managing user lifecycle, licensing, multi-factor authentication, and shared mailboxes.
- Resolve login, access, and system usability issues while delivering front-line technical support to staff.
- Log and track support requests to ensure timely resolutions and proper follow-up.
- Train users on new systems and tools, enhancing adoption rates and minimizing repeat issues.
- Serve as first point of contact for technical concerns, escalating complex issues appropriately.
Director of Programming
Northside Education
04.2018 - 04.2025
- Delivered daily technical assistance to staff and administrators, troubleshooting software and access problems.
- Maintained clear documentation of common issues and solutions to support knowledge sharing.
- Communicated technical information clearly to non-technical users.
- Supported digital platforms used for scheduling, communication, and reporting.
Director of Programs
BGCMA
08.2011 - 04.2018
- Provided ongoing IT support for staff and volunteers across multiple sites.
- Assisted users with system navigation, troubleshooting, and basic configuration issues.
- Trained staff on digital tools, ensuring smooth onboarding and continued use.
- Maintained accurate documentation of procedures and user guides.
Center Service Technician
GEICO
08.2006 - 06.2011
- Implemented process improvements to streamline service delivery and reduce response time.
- Assisted in training new team members on customer service protocols and best practices.
- Analyzed customer feedback to identify trends and recommend solutions for service enhancement.
- Developed and maintained comprehensive knowledge of products to support customer needs efficiently.
Education
Bachelor of Science - Psychology
SUNY Old Westbury
Old Westbury, NYSkills
- Windows 11 management (Intune and Autopilot)
- Azure AD and Active Directory administration
- Microsoft 365 administration (Exchange, SharePoint, Teams)
- End-user support (Tier 1–2)
- Ticketing systems management (ServiceNow, NinjaOne, Zendesk)
- Remote and onsite support (Bomgar, TeamViewer)
- VoIP fundamentals and Cisco Meraki
- Network troubleshooting (TCP/IP, DHCP, DNS, Wi-Fi, VLAN)
- Hardware and software troubleshooting
- Windows and cloud application support
- SOP & Knowledge base documentation
- ISO compliance support (ISO 9001 & ISO 27001)
- User training and customer service excellence
Certification
- Cisco Certified Network Associate (CCNA)
- AWS Certified Solutions Architect
- CompTIA Cybersecurity Certification
Timeline
IT Analyst
Enlightened Minds
04.2025 - Current
Director of Programming
Northside Education
04.2018 - 04.2025
Director of Programs
BGCMA
08.2011 - 04.2018
Center Service Technician
GEICO
08.2006 - 06.2011
Bachelor of Science - Psychology
SUNY Old Westbury