Kyle Wallace
Devine,TX
Summary
As the Cyber Support Specialist III at NTI, my role is pivotal in deploying Apple devices with Microsoft Intune and managing user accounts across multiple platforms, including Active Directory and Azure. Our team excels in delivering top-notch support to an organization of over 40 users, driven by a commitment to technological proficiency and user satisfaction. With a rich background in enterprise IT support, I've developed a keen expertise in endpoint device management and troubleshooting. My tenure at Zachry Group armed me with the skills to monitor security systems effectively and collaborate with IT teams nationwide, ensuring cohesive technical operations and enhanced security measures.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Cyber Support Specialist III
Namauu Technological & Industrial (NTI)
03.2024 - Current
- Manage and deploy Apple devices using Microsoft Intune as a MDM solution
- Configured Intune to support a variety of device platforms, including Mac OS and Windows.
- Manage and Maintain User accounts and permissions through Active Directory, Azure and other web based services
- Deployed and configured Zscaler security services, including ZPA & ZIA.
- Created and managed user accounts, groups, and roles within the Okta platform.
- Integrated Okta with various applications and systems using SAML, OAuth, and OpenID Connect.
- Provide End User Support for organization of 70+ users using Jira as a ticketing service
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
User Support Specialist II
Zachry Group
09.2019 - 03.2024
- Provide tier II/III enterprise IT support for internal users through the Service Now ticketing system
- Worked with multiple IT teams in different offices around the U.S to resolve Technical Issues
- Monitor and troubleshoot Security Systems & Applications
- Troubleshoot with third-party vendors to resolve issues with applications and hardware
- Handle computer setups and replacements for users across the U.S
- AD - Created/Disabled User Accounts, Changed passwords, Add/remove computers, Add/remove users for Groups, and assigned NTFS Permissions
- Managed high-volume helpdesk tickets efficiently, ensuring timely responses and resolutions for all users.
- Configured software deployments, including software updates, applications, and scripts.
Service Desk Team Lead
ASM Research
01.2017 - 09.2019
- Provided regular training opportunities to keep Help Desk staff technologically up-to-date
- Provided technical expertise to team when needed
- Evaluated team-member technical skills and provided corrections plans as needed
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
Signal Support Systems Specialist
US Army
10.2010 - 11.2015
- Provides technical assistance and unit-level training for automation, communication, and user-owned and operated Signal equipment
- Performs unit-level maintenance on authorized Signal equipment and associated electronic devices
- Operates and performs prevent maintenance checks and service (PMCS) on assigned vehicles and power generators
- Supervised and assisted with battlefield signal support systems and terminal devices.
Education
Associate of Arts and Sciences - AAS - A.A.S Network Administrator
San Antonio College
San Antonio, TX12.2020
Skills
- Microsoft Teams
- Microsoft Endpoint Configuration
- PC platforms
- Mac OS
- Microsoft Intune
- Active Directory
- Network Support
- Microsoft Windows Server
- PowerShell
- Bash
Certification
- CompTIA Security+
- MTA: Database Fundamentals
- Microsoft Certified Systems Administrator (MCSA)
Timeline
Cyber Support Specialist III
Namauu Technological & Industrial (NTI)
03.2024 - Current
User Support Specialist II
Zachry Group
09.2019 - 03.2024
Service Desk Team Lead
ASM Research
01.2017 - 09.2019
Signal Support Systems Specialist
US Army
10.2010 - 11.2015
Associate of Arts and Sciences - AAS - A.A.S Network Administrator
San Antonio College
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