Malik Griffith
New York,NY
Summary
Technical Engineer with over 6 years of experience in mission-critical environments. Expertise in incident response, escalation management, and root-cause analysis across multiple operating systems including Windows, macOS, and Linux. Demonstrated success in enhancing delivery processes and client satisfaction through proactive issue resolution. Strong analytical and project management skills drive operational efficiency and effectiveness.
Overview
8
8
years of professional experience
Work History
Technology Delivery Analyst
Interpublic Group (IPG)
New York, NY
10.2022 - 01.2026
- Serve as senior escalation point for real-time production issues impacting business-critical users and high-visibility stakeholders
- Provide white-glove, time-sensitive support during peak business hours, ensuring minimal downtime
- Troubleshoot complex OS, application, identity, VPN, and connectivity issues across Windows, macOS, and Linux systems
- Monitor system health and endpoint stability to proactively identify and mitigate issues before user impact
- Partner with infrastructure and engineering teams to deploy, test, and stabilize system updates and enhancements
- Perform detailed root-cause analysis on incidents and contribute to long-term reliability improvements
- Support high-availability workstation environments with strict uptime expectations
- Lead device refreshes, system imaging, and workstation deployments with minimal operational disruption
- Develop SOPs and technical documentation to improve response times and operational consistency
- Mentor junior technicians on escalation handling, troubleshooting methodology, and incident ownership
IT Customer Experience / Production Support (Contract)
NBA
New York, NY
01.2022 - 10.2022
- Provided production support for a global enterprise environment supporting over 2,000 users
- Handled escalated incidents requiring rapid diagnosis and resolution in live operational settings
- Supported Windows and macOS systems, identity services, and business-critical applications
- Reimaged, deployed, and refreshed systems using standardized images and scripts
- Collaborated with cross-functional technical teams to resolve recurring system issues
IT Support Engineer
Century Consulting Services
New York, NY
02.2021 - 12.2021
- Delivered advanced macOS and systems support in a production environment using Jamf Pro
- Automated software installations and updates through scripting and policy-based deployment
- Diagnosed and resolved hardware, OS, and network connectivity issues affecting daily operations
- Managed IT assets and system configurations using inventory and monitoring tools
Technical Support Engineer
CUNY - Department of Education
New York, NY
09.2017 - 02.2021
- Provided hands-on technical support for 850+ staff and students
- Supported Windows, macOS, Chromebooks, iPads, printers, and classroom technology
- Assisted with VPN access, PowerShell commands, and remote troubleshooting
- Built strong foundations in incident ownership, troubleshooting methodology, and user communication
Education
Bachelor of Science - Computer Systems Technology
New York City College of Technology (CUNY)
Brooklyn, NYSkills
- Real-time incident response
- Production monitoring
- Escalation ownership
- Root-cause analysis
- Post-incident reviews
- Change management
- On-call support
- Linux/Unix
- Windows 10/11
- MacOS
- TCP/IP
- VPNs
- Latency awareness
- Packet loss troubleshooting
- Connectivity diagnostics
- Azure / Entra ID
- Active Directory
- MFA
- BitLocker
- Endpoint security controls
- Intune
- Jamf Pro
- SCCM
- MDM
- System imaging
- Hardware refreshes
- PowerShell
- Bash scripting
- Workflow automation
- SOP creation
- Microsoft 365
- Exchange
- Outlook
- Collaboration and trading-adjacent tools
- ServiceNow
- Helix
- Asset management
- Monitoring and alert response
- System monitoring
- Technical documentation
- Problem-solving
- Customer service
Timeline
Technology Delivery Analyst
Interpublic Group (IPG)
10.2022 - 01.2026
IT Customer Experience / Production Support (Contract)
NBA
01.2022 - 10.2022
IT Support Engineer
Century Consulting Services
02.2021 - 12.2021
Technical Support Engineer
CUNY - Department of Education
09.2017 - 02.2021
Bachelor of Science - Computer Systems Technology
New York City College of Technology (CUNY)