Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Keston Joseph

Queens,NY

Summary

Experienced IT professional with a strong background in endpoint administration, specializing in Windows environments including Windows Server and Mac OS. Demonstrated expertise in troubleshooting, patch management, security enforcement, and service delivery. Proficient in effectively managing cloud-based solutions, SaaS applications, and enterprise tools such as Intune, Azure, Google Workspace, Active Directory, and Microsoft Exchange.


LinkedIn: www.linkedin.com/in/keston-joseph-136694260

Overview

12
12
years of professional experience
1
1
Certification

Work History

Helpdesk Executive

Suzy
10.2024 - Current
  • Manage Windows, cloud-based VMs, and Mac endpoint devices, ensuring security, maximum uptime, patch management, troubleshooting, and hardware lifecycle oversight.
  • Identify and resolve issues related to misconfigured SaaS applications, network connectivity, OS updates, security policy deployments, and system errors, ensuring timely resolution per SLA and priority.
  • Utilize Jira for efficient ticket management and workflow tracking.
  • Identify and implement automation solutions using scripting and other tools to streamline IT processes.
  • Create and manage documentation for processes, services, and troubleshooting resolutions using Confluence.
  • Oversee user onboarding, training, and offboarding, ensuring seamless access, identity management, and efficient service delivery.
  • Utilize tools such as Google Workspace Admin, Azure, Workato, and KnowBe4 for user management and security training.
  • Manage Windows and Mac devices using Intune, Kandji, and Ninja, including application deployment, blueprint management, security group updates, and troubleshooting.
  • Implement and review security policies, conditional access, and compliance measures to strengthen system security and device management.
  • Collaborate on security compliance initiatives, ISO compliance preparation, and provide board meeting and C-suite executive support.
  • Assist with office moves, hardware assembly/disassembly, and vendor coordination to resolve hardware and software issues.

HelpDesk Analyst

Material
03.2013 - 04.2020
  • Usage of Active directory via a multi tenant environment for user account creation, security group management, group policy reviews & updates, device enrollment and de-provisioning and other task which required usage of active directory
  • Manage office IT operations, including providing on-site support for external clients hosting meetings, offering dedicated assistance to Csuite executives, overseeing meeting room and phone booth setups for on-site users, and ensuring the functionality of office IT equipment
  • Additionally, responsible for maintaining operational supplies such as toner, 3D printing materials, dongles, and work from-home resources
  • Provide coaching and leadership to first level tech associates as a guide on best practices, in depth problem analysis and resolutions, and more efficiency in communications for tickets that they come across during que management
  • (Fresh service & Zendesk were use as ticketing systems
  • Assist with platform migrations, identify, test and remedy issues that may stem from software incompatibilities and educate users through remote sessions on best practices how to efficiently use new software
  • Identify and address issues related to Windows Server that prevent users from connecting to network shares, receiving group policy updates, accessing network printers, encountering VPN connectivity problems, and other resources dependent on on-premises servers for delivery and access
  • Documentation creation & management of processes in place for services used, SOAP, and troubleshooting resolutions
  • This is accomplished through Fresh Service
  • Identify, troubleshoot and resolve issues with Mac OS and applications installed on Mac OS
  • Management of the endpoint devices was managed through JAMF
  • Identify, troubleshoot and resolve issues with Intune enrolled devices not limited to laptops or desktops but also cloud virtual machines via Vsphere
  • Management of user on-boarding and off-boarding in accordance to H.R
  • Guidelines and SOAP
  • Azure is the primary IDP for user information and secondary Google
  • Coordinate and execute office relocations of all IT equipment, including the decommissioning of server racks and the reinstallation of switches, firewalls, access points, and cable terminations within office workspaces
  • PowerShell
  • HPE
  • Security compliance
  • Knowb4 Training Creation & Management
  • Application license management & access review
  • Virtual machine management

HelpDesk Analyst

BlueTriton
07.2022 - 08.2022
  • Troubleshoot and resolve technical issues reported by end-users, ranging from hardware malfunctions, software errors, system performance issues, and network connectivity problems in accordance with SLA's and urgency
  • Manage inventory life cycle of devices
  • This is limited to but not excluding logging assets, deploying assets, working with vendors to troubleshoot & RMA devices with issues and documentation of assets
  • Microsoft Office full stack troubleshooting
  • Diagnosing and resolve issues related to Microsoft Office applications (e.g., Word, Excel, Outlook, PowerPoint, OneNote) and related services (e.g., Office 365, SharePoint, OneDrive)
  • Troubleshoot issues with VDI & assist users by educating them and providing documentation on best practices for common VDI issues
  • Azure policy reviews and device compliance checks: Troubleshooting endpoints connected to Azure that may have compliance issues or identifying potential issues that may require policy reviews from change management

Help Desk Technician

Baldor Foods
02.2022 - 07.2022
  • Account provisioning & Device Management: Oversee employee account provisioning and de-provisioning within Active Directory ensuring proper user permissions, security settings, and to needed resources
  • Executive IT Support: Assist the president with onsite meetings and presentations, providing technical support for presentation setups, including audio/visual equipment, network access, and troubleshooting any technical issues during presentations
  • Server Assistance and Maintenance: Support the server room operations including server upgrades, patch management, and physical infrastructure tasks such as cable management and troubleshooting hardware issues
  • Strong experience with HP Enterprise series of servers & HP ILO, Synology Backup
  • Utilized vSphere under governed supervision to create and configure virtual machines (VMs), manage created virtual machines and build basic experience with using a hypervisor
  • Troubleshoot and resolve technical issues reported by end-users, ranging from hardware malfunctions, software errors, system performance issues, and network connectivity problems in accordance with SLA's and urgency

Low Voltage Technician

Osmose Utilities Services, Inc.
08.2021 - 01.2022
  • Detect, log & report low or high voltage that has been detected through out the NYC area
  • Submit reported high voltage incidents in as a ticket through a custom ticketing software for ConEdison
  • Detect & Analyze electrical spikes in voltage in accordance with the proper DOT naming scheme
  • Follow up on tickets for resolved electrical incidents by re-testing and logging

Field Technician

T-Mobile
03.2013 - 04.2020
  • Network Design and Implementation: Design and implement network solutions, including the installation and configuration of CAT6 and coaxial cable runs to ensure optimal network performance and connectivity for T-Mobiles TV services
  • Network Troubleshooting: Diagnose and resolve connectivity issues, including wireless and wired network problems, IP address conflicts, MOCA (Multimedia over Coax Alliance), ISP technologies, DNS issues, and other network-related problems between T-Mobile proprietary hardware and customer internet equipment (Switch/Hub/Routers)
  • Troubleshoot issues with VDI & assist users by educating them and providing documentation on best practices for common VDI issues
  • Coaxial Cable Management: Test, terminate, and create runs of coaxial cable from ISP drops to the customer's internal networking equipment, ensuring proper connectivity and signal integrity
  • Test cable runs, terminate cat6, perform trace routes and analyze network integrity within T-Mobile commercial locations & their hardware
  • Resolve all tickets from user submitted incidents & work with vendors regarding resolving hardware related RMA's, equipment malfunction & other needed task needed to resolve ticketed issues
  • Ability to work independently in a server room to diagnose, troubleshoot, identify and resolve root cause of equipment issues in a time sensitive manner
  • Ability to work in tight spaces to run cable & terminate during various weather conditions
  • Ability to rack & stack servers / switch / and patch panels in confined spaces independently

Education

Network And System Administration

Rasmuseen University Online
Orlando, FL
01.2014

Skills

  • Strong Communication Skills
  • Problem-Solving and Critical Thinking
  • Time Management
  • Customer facing trust orientated
  • Collaboration & Teamwork
  • Adaptability & Flexibility
  • Team Management
  • Office 365 Administration
  • Google Workspace
  • Azure
  • Microsoft Intune
  • Active Directory
  • Microsoft Exchange
  • Service management & Delivery
  • Jira
  • Zendesk
  • Service Now
  • Fresh Service
  • Teams
  • Slack
  • Google Meets
  • Zoom
  • WebEx
  • Blue Jeans
  • Remote support
  • Ticket management
  • Software installation
  • Network configuration
  • System administration
  • Technical documentation
  • RMA coordination
  • Ticketing systems
  • Troubleshooting and Diagnostics
  • Remote assistance
  • Problem-solving
  • Time management
  • Network support
  • Remote technical support
  • Relationship building
  • Task prioritization
  • Risk assessment
  • Wireless Networking
  • Operating Procdedures
  • Security Software
  • Programming Languages

Certification

  • A+
  • Security +
  • Azure 900

Timeline

Helpdesk Executive

Suzy
10.2024 - Current

HelpDesk Analyst

BlueTriton
07.2022 - 08.2022

Help Desk Technician

Baldor Foods
02.2022 - 07.2022

Low Voltage Technician

Osmose Utilities Services, Inc.
08.2021 - 01.2022

HelpDesk Analyst

Material
03.2013 - 04.2020

Field Technician

T-Mobile
03.2013 - 04.2020

Network And System Administration

Rasmuseen University Online

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Keston Joseph