Mariam Bankole
Baltimore,MD
Summary
Certified IT and healthcare professional pursuing a Bachelor's in Information Technology. Holds CompTIA A+, Network+, and Security+ CE certifications with over two years of Help Desk experience, delivering Tier 1-2 support for 500+ enterprise users and maintaining compliance with nursing regulations to enhance customer satisfaction.
Overview
1
1
Certification
2
2
years of professional experience
Work History
Help Desk Analyst
Resort Health Services
01.2024 - 12.2025
- Provided Tier 1-2 support for 500+ enterprise users, resolving Citrix Gateway VPN, Microsoft 365, and account access issues via ServiceNow with 95%+ SLA compliance.
- Monitored system performance and application health using Citrix Director and Performance Monitor; escalated incidents to reduce repeat tickets by 18%.
- Developed knowledge-base articles and guided non-technical staff through troubleshooting, enhancing first-contact resolution and customer satisfaction.
Education
BS - Information Technology
Towson University
Towson, MD05-2027
AS - Information Technology
Community College of Baltimore County
Essex, MD05-2025
IB Diploma -
Kenwood High School
Baltimore, MDSkills
- ServiceNow
- Citrix Gateway VPN
- Citrix Director
- Systems Management
- System Monitoring
- Performance Monitor
- Troubleshooting
- Network Support
- Hardware / Software
- Microsoft 365
- Active Directory
- Ticket Triage
- Direct Patient Care
- ADL Support
- Behavioral Management
- Documentation
- Med Tech Compliance
- Care Coordination
Certification
- Medical Technician, MT0152689, MBON, 09/01/22, 08/31/26
- CompTIA Security+ CE, 02/01/25, 02/28/28
- CompTIA A+, 05/01/25, TEBGCAHG
- CompTIA Network+, CompTIA Certified
Timeline
Help Desk Analyst
Resort Health Services
01.2024 - 12.2025
BS - Information Technology
Towson University
AS - Information Technology
Community College of Baltimore County
IB Diploma -
Kenwood High School