MAEGAN VALENCIA
Grayslake,IL
Summary
IT professional with 4+ years of experience supporting managed IT environments, Microsoft 365, Active Directory, Windows systems, networks, hardware, software, and end users. Experienced in troubleshooting and resolving technical issues, configuring and deploying IT equipment, managing user accounts, licenses, and permissions, and collaborating with engineering teams and vendors on escalated issues. B.S. in Computer Science with additional experience in software engineering, cloud, DevOps, and scripting. Strong communicator with experience supporting clients in high-volume, SLA-driven environments.
Overview
9
9
years of professional experience
Work History
Core Engineer
Impact Networking
02.2026 - Current
- Provide technical support and troubleshooting for Managed IT clients across network, hardware, software, and end-user computing environments.
- Provide 24/7 remote troubleshooting and coordinate with field engineering teams and vendors to resolve escalated technical issues.
- Troubleshoot user computing issues from initial identification through resolution while maintaining customer satisfaction and service expectations.
- Identify user problems and work within a structured problem management and resolution process to maintain customer satisfaction.
- Document problem resolution and processes.
- Manage user onboarding and offboarding activities, including account and access-related tasks.
- Manage and maintain user accounts, licenses, and permissions through the Microsoft 365 administration environment.
- Support Active Directory management and maintenance.
- Troubleshoot Microsoft 365 applications and services, including Outlook and other Office applications.
- Run diagnostic applications and technical tools to identify and resolve system issues.
- Document incidents, troubleshooting steps, resolutions, and technical processes in the company's ticketing system.
- Collaborate with engineering resources and vendors to deliver effective solutions for complex client issues.
- Support multiple client environments while prioritizing issues according to business impact and established service processes.
Advanced Service Desk Analyst
Impact Networking
02.2025 - 02.2026
- Provided technical support for hardware, software, network, and Microsoft Windows-related issues in a high-volume managed IT environment.
- Managed and prioritized technical incidents using ITIL best practices and maintained SLA compliance.
- Performed troubleshooting, diagnostics, and maintenance for client systems and end-user technologies.
- Configured and deployed IT equipment and supported users during remote and on-site issue resolution.
- Managed user accounts and supported system security protocols.
- Collaborated with internal engineering teams to escalate and resolve complex technical issues.
- Documented incidents, troubleshooting processes, and resolutions accurately within ticketing systems.
- Maintained customer satisfaction while balancing multiple concurrent technical issues and priorities.
Solutions Engineer
Impact Networking
07.2022 - 02.2025
- Supported customers and internal teams with technical inquiries involving enterprise software and document management environments.
- Managed, maintained, and troubleshot Laserfiche systems for client environments.
- Investigated technical issues and software errors using technical documentation, diagnostic tools, and available resources.
- Provided technical guidance and recommendations to customers based on their environment and requirements.
- Facilitated minor configuration changes and updates to Laserfiche repositories.
- Assisted with client training and technical implementation of document management software.
- Documented recurring issues, troubleshooting procedures, and technical resolutions.
- Collaborated with customers and internal teams to identify and resolve technical problems.
Junior Software Engineer
Federal Home Loan Bank of Chicago
08.2021 - 02.2022
- Collaborated with a development team to write scripts addressing technical debt and improve existing systems.
- Received training in AWS Solutions Architect Associate and AWS Developer Associate concepts.
- Gained exposure to cloud, DevOps, and data engineering technologies.
- Presented technical information and project-related concepts to stakeholders in a team environment.
Administrative Assistant
Drake University
09.2017 - 05.2021
- Supported day-to-day administrative operations for the School of Journalism and Mass Communication.
- Assisted faculty with research projects and tracked academic progress for students.
- Supported prospective student initiatives and maintained organized administrative records.
Education
Bachelor of Science - Computer Science
Drake University
Des Moines, IA01-2021
Skills
IT & Infrastructure:
Windows Microsoft 365 Active Directory Network Troubleshooting Hardware & Software Deployment Remote Support System Troubleshooting User Account & Permission Management ITIL
Microsoft & Cloud:
Microsoft 365 Administration Office 365 Outlook Active Directory AWS Cloud Technologies
Software & Automation:
Python JavaScript SQL HTML/CSS Git MongoDB
Professional:
Technical Documentation Incident & Problem Management Customer Support Vendor Coordination Agile/Scrum Remote Troubleshooting
Timeline
Core Engineer
Impact Networking
02.2026 - Current
Advanced Service Desk Analyst
Impact Networking
02.2025 - 02.2026
Solutions Engineer
Impact Networking
07.2022 - 02.2025
Junior Software Engineer
Federal Home Loan Bank of Chicago
08.2021 - 02.2022
Administrative Assistant
Drake University
09.2017 - 05.2021
Bachelor of Science - Computer Science
Drake University