KENYA CALLAHAN
Atlanta,GA
Summary
Microsoft Certified Azure Fundamentals (in progress)
Expected date of completion: November 2023
Results-driven Senior Desktop Analyst with a solid background. Eager to transition into an Junior Cloud Administrator role. Combining technical expertise with a proven track record of optimizing desktop environments and ensuring seamless integration of cloud solutions. Adept at providing advanced technical support, implementing security measures, and managing cloud infrastructure. Seeking a challenging role where I can leverage my skills in desktop management while expanding my knowledge in cloud administration to contribute to organizational growth and success.
Overview
7
7
years of professional experience
Work History
Desktop Analyst L3
MagMutual
03.2023 - Current
- User Access Management: Spearheaded the seamless creation and maintenance of user accounts, ensuring uninterrupted network and enterprise application access for optimal user experience
- Documentation and Monitoring Expertise: Implemented robust documentation, tracking, and monitoring systems, enabling swift and efficient problem resolution through proactive identification, and addressing of potential issues
- Cross-Functional Collaboration: Collaborated effectively with cross-functional teams, including developers, QA, and infrastructure teams, to address production issues and enhance overall system performance
- Leadership in System Enhancement: Took a leadership role in proposing and implementing new software releases, system upgrades, and contributing significantly to the continuous improvement of system functionality
- Infrastructure Management and Security: Played a key role in the creation and maintenance of internal infrastructure and solutions, practicing network asset management, and ensuring the integrity and security of enterprise data in alignment with industry best practices
- Comprehensive Technical Support: Provide a range of technical services, both remotely and on-site, to optimize functionality within the local office environment.
- Enhanced user satisfaction by troubleshooting and resolving desktop-related issues swiftly and accurately.
- Streamlined workflow processes by maintaining up-to-date documentation of IT procedures, solutions, and inventory.
Desktop Analyst L3
Accenture
06.2022 - 03.2023
- Remote Management and Monitoring: Manage and maintain a Remote Management and Monitoring solution, ensuring the patching of all client systems, automation, and adherence to best practices, with a focus on efficiency and responsiveness
- Proactive Problem Resolution: Anticipate, mitigate, identify, troubleshoot, and resolve hardware and software problems across servers, network, and workstations, emphasizing a proactive approach to issue resolution
- Network Health and Security: Maintain the overall health, performance, and security of client networks and systems, incorporating network asset management and regular assessments to uphold industry best practices
- Infrastructure Management: Oversee and maintain internal infrastructure and solutions, practicing meticulous network asset management, including the upkeep of network component inventory and related documentation
- Data Integrity and Security: Ensure the integrity and security of enterprise data on host computers, multiple databases, and during data transfer, aligning with privacy, security, and regulatory compliance standards
- Comprehensive Assessments: Conduct Network, Security, Risk, and Vulnerability Assessments, utilizing advanced troubleshooting skills for infrastructure technologies, including servers, networks, and Office 365
- Software Enhancement: Propose and install new software releases, system upgrades, and security patches, contributing to the ongoing improvement and optimization of system functionality
- User Management: Create new users and efficiently process user accounts, ensuring seamless integration and adherence to security protocols.
Senior Service Desk Analyst
Impellam Group
03.2021 - 06.2022
- National Technical Support: Offered remote and on-site technical services nationwide, ensuring consistent and reliable support to offices across the United States
- Imaging and SCCM Expertise: Developed imaging specifications using MDT, contributed to SCCM image specifications, and assisted in deploying applications, showcasing proficiency in imaging technologies
- Administration of Diverse Technologies: Served as the administrator for Microsoft Office 365 accounts/licenses, Vonage (cloud-based phone system), Microsoft Dynamics CRM, SharePoint, Active Directory/Exchange Management Console, and various in-house applications, illustrating diverse technical competency
- Security and Migration Leadership: Managed vulnerability threats through Office 365 and anti-malware software, facilitated smooth migrations from local server Exchange accounts to Office 365 and OS migrations for imaged machines
- Additionally, configured VPN clients, provided Two-Factor Authentication support, and initiated Windows server operating system updates.
Service Desk Support L2
VillagMD
01.2020 - 09.2020
- Onboarding and Troubleshooting Support: Instrumental in new employee onboarding, configuring laptops and providing comprehensive in-person and remote troubleshooting using diagnostic techniques
- LAN Administration and Cloud Expertise: Demonstrated knowledge and experience in LAN administration, coupled with proficiency in AWS Cloud for streamlined infrastructure management
- Access Control and User Account Management: Created user accounts, managed access control in accordance with company policies, and handled the setup of accounts for new users, ensuring security and compliance
- Inventory Management and Technical Contributions: Maintained software inventory, managed software licensing, and contributed technical information and best practices to the knowledge base for continuous improvement and knowledge sharing.
Service Desk Support Specialist
Ciox Health
04.2018 - 01.2020
- Comprehensive End User Support: Delivered thorough end-user support, combining in-person and remote troubleshooting using diagnostic techniques to ensure efficient issue resolution
- Functional Expertise in Enterprise Applications: Provided functional support for enterprise web applications, demonstrating a deep understanding of their operational intricacies and user needs
- VMware Administration and EMR System Support: Administered VMware, contributing to efficient virtualized environments
- Additionally, supported Electronic Medical Record (EMR) systems, particularly Healthsource, ensuring seamless healthcare data management
- Hardware/Software Management and Account Setup: Executed the installation, modification, and repair of computer hardware and software, maintaining optimal system functionality
- Played a key role in the setup of accounts for new users, configuring Okta Integration for enhanced security and access control.
Helpdesk Analyst
Star2Star Communications
10.2016 - 12.2017
- Expert Technical Diagnosis: Conducted in-depth diagnosis of technical issues related to Star2Star's hosted communications products via phone, email, and chats, promptly escalating to the appropriate tier for swift resolution
- Root Cause Analysis for VoIP Issues: Determined root causes of VoIP issues, encompassing hardware, software, and user-related factors, providing informed advice and implementing appropriate actions for effective resolution
- Collaborative Problem Resolution: Collaborated with onsite technicians to address connectivity issues and network outages, fostering teamwork to ensure a comprehensive and efficient resolution process
- Utilization of Advanced Communication Tools: Leveraged desktop communications software, including remote-control solutions, to enhance troubleshooting capabilities and streamline the resolution of technical issues
- Network Equipment Management: Played a crucial role in the installation, configuration, and maintenance of network equipment, particularly network switches in Linux Server environments, contributing to a robust and reliable network infrastructure.
Education
Skills
- Desktop Management: Operating Systems: Windows, macOS
- Office 365 Admin
- Azure Administration: Virtual Machines, Storage, Networking Azure Resource Manager (ARM) Templates Azure Active Directory: User Identity Management Azure AD Features: Multi-Factor Authentication (MFA) Azure Networking: Virtual Networks, VPNs Network
- Troubleshooting and Support: Issue Diagnosis and Resolution Remote Desktop Support Scripting and Automation: PowerShell, Bash Scripting Automation for Azure
- Hardware Configuration Abilities
Timeline
Desktop Analyst L3
MagMutual
03.2023 - Current
Desktop Analyst L3
Accenture
06.2022 - 03.2023
Senior Service Desk Analyst
Impellam Group
03.2021 - 06.2022
Service Desk Support L2
VillagMD
01.2020 - 09.2020
Service Desk Support Specialist
Ciox Health
04.2018 - 01.2020
Helpdesk Analyst
Star2Star Communications
10.2016 - 12.2017
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