Mahalia Gatling
Towson,MD
Summary
Adept at driving technical solutions, I excelled at Erickson Senior Living by managing over 300 support calls weekly, enhancing security through MFA, and fostering teamwork. My expertise spans from server administration to healthcare systems integration, showcasing a blend of hard and soft skills essential for dynamic IT environments.
Overview
5
5
years of professional experience
1
1
Certification
Work History
IT Service Desk Analyst
Erickson Senior Living
Catonsville, MD
04.2023 - Current
- Handle an average of 300 support calls per week, providing efficient and effective assistance to users. - Manage and maintain user permissions in Active Directory to ensure appropriate access control. - Create, manage, and remove user accounts in MyUnity, LabCorp, eClinical, and various health and dining platforms. - Configure and manage Cisco setups for employee and resident landline and desk phones.
System Administrator
Goucher College
Towson , MD
10.2019 - 10.2022
- Managed user accounts, including creation, modification, and removal, ensuring compliance with institutional policies and access requirements.
- Implemented and managed multi-factor authentication (MFA) to enhance security for user accounts and sensitive data access.
- Assisted in server deployment and administration, configuring services to support academic and administrative applications.
- Monitored server performance and applied updates and patches to maintain optimal operation and security.
Education
High School Diploma -
North County High School
Glen Burnie, MD06-2016
Skills
- - Technical Support: Proficient in providing high-volume user support and troubleshooting across various platforms
- - User Account Management: Expertise in creating, modifying, and removing user accounts within Active Directory and other systems
- - Multi-Factor Authentication (MFA): Knowledgeable in implementing and managing MFA protocols to enhance security measures
- - Server Administration: Experience in server deployment, configuration, and routine maintenance to ensure reliability and performance
- - Call Management: Strong ability to handle a high volume of support calls while maintaining excellent customer service
- - Cisco Configuration: Familiar with managing Cisco configurations for desk and landline telephony systems
- - Healthcare Systems Integration: Skilled in managing user accounts across healthcare-related platforms like MyUnity, LabCorp, and eClinical
- - Collaboration and Teamwork: Effective in collaborating with cross-functional teams to deliver technical solutions
Certification
CompTIA Security+ - Computing Technology Industry Association.
CompTIA A+ - Computing Technology Industry Association.
AWS Certified Solutions Architect – Associate, Amazon Web Services. - in progress
Timeline
IT Service Desk Analyst
Erickson Senior Living
04.2023 - Current
System Administrator
Goucher College
10.2019 - 10.2022
High School Diploma -
North County High School