Jureka Ezell
Metairie,LA
Summary
Talented Technical Support Representative/Account Management Representative with an understanding to needs of both business and home users. Well versed in troubleshooting and desktop support on Windows, Mac systems. Detail-oriented, organized, and meticulous employee, enthusiastic team player ready to contribute to company success.
Overview
13
13
years of professional experience
1
1
Certification
Work History
IT Specialist Jr
TEK Systems Global Services
04.2024 - Current
- Created unclassified (NIPR) accounts within the USMC Enterprise Network.
- Acted as ISSO by validating unclassified (NIPR) and classified (SIPR) 'System Authorized Access Request' for information systems.
- Provisioned, unclassified user accounts by resetting expiration dates, assigning user permissions as needed and ensuring user account is in correct organizational unit.
- Overseeing deployment, provisioning and PKI certification merging on IOS and Android devices via Microsoft Intune.
IT Help Desk Technician
TEK Systems Global Services
04.2023 - 04.2024
- Reduced downtime for end-users by quickly diagnosing and resolving hardware and software issues.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Enhanced customer satisfaction by promptly addressing IT issues and providing timely solutions.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Implemented remote support tools to expedite issue resolution and reduce the need for in-person assistance.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
IT Support Specialist (Remote)
JM Transfer
06.2011 - 12.2016
- Created help desk tickets, troubleshot and resolved desktop issues..
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Managed backup and recovery of data assets to safeguard system availability.
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Answered questions and provided information to employees about new software or hardware.
- Updated software to safeguard against security flaws.
- Responded to faults in networks to rapidly restore connectivity and prevent unnecessary downtimes.
Education
Certification - Cyber Operations And Warfare Bootcamp
Louisiana State University
Baton Rouge, LA07.2021
Bachelor of Science - Political Science And Government
The University of Alabama
Tuscaloosa, AL05.2016
Skills
- Microsoft Office Systems
- Databases/Industry Tools: Windows Powershell / Active Directory
- Account Management
- Troubleshooting
- Mobility
- Remote Desktop
- Customer Service
- Technical Support
- Communication Skills
Certification
- Comptia Security+
- Comptia CySa+
- MS - 900
Timeline
IT Specialist Jr
TEK Systems Global Services
04.2024 - Current
IT Help Desk Technician
TEK Systems Global Services
04.2023 - 04.2024
IT Support Specialist (Remote)
JM Transfer
06.2011 - 12.2016
Certification - Cyber Operations And Warfare Bootcamp
Louisiana State University
Bachelor of Science - Political Science And Government
The University of Alabama
- Comptia Security+
- Comptia CySa+
- MS - 900
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