Summary
Overview
Work History
Education
Skills
Certification
Websites
Timeline
Generic

Jjeva Mweeruzi

D.C

Summary

Versatile IT Support Engineer with strong expertise in enterprise tools like Google Workspace, Okta, Jamf, and Jira Service Management. Proven track record in resolving advanced technical issues, optimizing IT workflows, and supporting VIP users. Skilled in cross-functional collaboration, documentation, and mentoring support teams to drive consistent, secure, and efficient service delivery.

Overview

7
7
years of professional experience
1
1
Certification

Work History

It Support Engineer III

Zoom Info
Bethesda, MD
11.2024 - Current
  • Resolve complex issues related to hardware, printing, and connectivity across Windows and macOS platforms.
  • Implement and manage identity solutions, including Okta and Google Admin, to facilitate secure authentication and authorization across various applications and services.
  • Utilize device management solutions such as Microsoft Intune and Jamf Pro to configure, deploy, and maintain a fleet of devices, ensuring compliance with organizational policies.
  • Manage Jira Service Management workflows, and improve problem management processes through automation and documentation.
  • Collaborate with Engineering, Security, and Business Operations to analyze support KPIs, identify recurring issues, and implement long-term solutions.
  • VIP Support: Deliver dedicated support to executive-level staff, ensuring their technical needs are met promptly and effectively.
  • Hardware Deployment: Configure and deploy laptops in a managed environment, ensuring they meet organizational standards.
  • Handle user access requests within security guidelines, ensuring appropriate permissions are granted.
  • Maintain detailed documentation of support processes and solutions, contributing to knowledge sharing within the IT team.
  • Collaborate with and mentor Tier 1 and Tier 2 support technicians, providing guidance and support to enhance team performance and service delivery.

Tech Service Specialist

Geico
06.2023 - 11.2024
  • Provide Tier 1/2 technical support for both Mac OS and Windows users through phone, email, and chat, ensuring timely resolution of issues.
  • Diagnose and troubleshoot network and VPN issues for end users, leveraging remote support tools to deliver effective solutions.
  • Deploy and maintain hardware (including iPads, Surface Pro, Mac/Windows PCs, and mobile devices) for new users, ensuring seamless integration.
  • Utilize IT management tools (such as ServiceNow, Power BI, SharePoint, Helix, and Confluence) to log, track, and escalate support tickets, and ensure efficient issue resolution.
  • Support Office 365 and Azure Services, including troubleshooting applications, configuring storage accounts, virtual networks, and managing user access to shared files and drives.

Help Desk 1

Capital Empire
Alexandria, VA
10.2018 - 06.2023
  • Delivered end-user technical support by diagnosing and resolving hardware, software, and network-related issues across PCs, printers, and mobile devices.
  • Managed and triaged Help Desk tickets via phone, email, and Microsoft Teams, ensuring timely and effective resolution.
  • Provisioned new employee accounts and access permissions using Active Directory, supporting onboarding and account lifecycle management.
  • Collaborated with management to implement proactive cybersecurity measures, and enhance IT security posture.

Education

A.S -

GMU
01.2016

Skills

  • Okta Workflow
  • Jamf
  • Intune
  • O365
  • ITIL
  • Google Enterprise Suites
  • Zscaler
  • Azure
  • Jira
  • Kandji
  • Zoom
  • Powershell
  • Excellent communication skills

Certification

  • Comptia Sec+
  • Comptia A+
  • IAM fundamentals with Okta
  • AZ 900
  • Slack Fundamentals

Timeline

It Support Engineer III

Zoom Info
11.2024 - Current

Tech Service Specialist

Geico
06.2023 - 11.2024

Help Desk 1

Capital Empire
10.2018 - 06.2023

A.S -

GMU

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Jjeva Mweeruzi