Mahalia Gatling
Towson,MD
Summary
IT professional with 7+ years of cumulative experience across enterprise service desk, healthcare systems, higher education, and large-scale IT projects. Strong background in identity and access management, Microsoft 365 support, Active Directory administration, and security-focused IT operations.
Overview
10
10
years of professional experience
1
1
Certification
Work History
IT Service Desk Analyst
Erickson Senior Living
Catonsville, USA
04.2023 - Current
- Delivered Tier 1–2 technical support in regulated healthcare environment, resolving identity, access, and system issues across enterprise platforms.
- Administer Active Directory user accounts, group memberships, and access permissions in accordance with security policies.
- Support Microsoft 365 user access, authentication, MFA troubleshooting, and onboarding/offboarding workflows.
- Managed user accounts for clinical, dining, and operational systems, ensuring compliance with security protocols.
- Supported Cisco-based telephony systems through user provisioning and device troubleshooting, enhancing communication efficiency.
- Handle 300+ weekly support interactions while maintaining service-level expectations.
IT Support & Deployment Specialist (Contract Roles)
Robert Half | TEKsystems
01.2016 - 01.2021
- Client environments included: Sinai Hospital (LifeBridge Health), University of Maryland, Goucher College, and other enterprise and academic institutions.
- Supported enterprise, healthcare, and higher-education IT environments in contract roles, ensuring seamless IT operations.
- Performed workstation imaging, deployment, and hardware configuration for large user populations.
- Facilitated user onboarding and account provisioning for new employees, streamlining access to applications and resources.
- Supported academic and administrative systems during campus-wide deployments and refresh initiatives.
- Contributed to large-scale IT projects, including network refreshes and Epic Go-Live support, enhancing system readiness and user experience.
Education
Anne Arundel Community College
Arnold, MDSkills
Identity & Access Management (IAM)
- Active Directory user and group administration
- Identity and Access Management (IAM) principles
- Ping Identity authentication and SSO troubleshooting
- Multi-Factor Authentication (MFA) support
- User provisioning, onboarding, and offboarding workflows
- Access control, least privilege, and account auditing
Cloud & Virtualization - AWS (Cloud Practitioner level)
- Hands-on AWS labs including EC2 instance creation, IAM roles and permissions, S3 storage, and security groups
- Familiarity with VPC networking concepts
- Virtual machine concepts and cloud-hosted application support
Networking & Remote Access
- TCP/IP, DNS, DHCP fundamentals
- VPN access and remote connectivity troubleshooting
- Network connectivity issue resolution and escalation
- Firewall and segmentation awareness (admin-adjacent support)
Microsoft & Enterprise Systems
Microsoft 365 user access and authentication support
Active Directory–integrated application support
Outlook, Teams, OneDrive access troubleshooting
Enterprise application access management
Telephony & Unified Communications
Cisco Telephony systems
Cisco Call Manager (CUCM) user provisioning
Cisco Unity voicemail configuration and troubleshooting
Desk phone and enterprise voice support
IT Operations & Support
Tier 1–2 enterprise technical support
Ticketing systems and SLA-driven environments
Hardware imaging, deployment, and workstation configuration
System rollout, migration, and refresh project support
Security Foundations
Security aligned security best practices
Account hardening and authentication security
Secure access enforcement in regulated environments
Incident documentation
Certification
- AWS Certified CLOUD PRACTITIONER, Amazon Web Services
- CompTIA Security+, Computing Technology Industry Association
- CompTIA A+, Computing Technology Industry Association
Timeline
IT Service Desk Analyst
Erickson Senior Living
04.2023 - Current
IT Support & Deployment Specialist (Contract Roles)
Robert Half | TEKsystems
01.2016 - 01.2021
Anne Arundel Community College