Maxim Grytsenko
Owings Mills,MD
Summary
Experienced self-motivated IT Support with a demonstrated history of working in the information technology and services industry. Team player, the quality-focused candidate with motivation abilities.
Overview
8
8
years of professional experience
Work History
Senior IT Helpdesk Analyst
TEK Systems Inc. (DLA Piper Temp. Contractor)
08.2025 - Current
- Providing a higher level of support for complex technical problems related to hardware, software and networks.
- Mentoring and providing technical guidance to junior helpdesk analysts and cross-train team members.
- Acting as an escalation point for unresolved issues, working with other IT departments to ensure timely permanent solutions.
- Contributing to the development and implementation of improved IT policies, procedures, and service desk processes.
- Creating and maintaining technical support procedures , solutions, and a knowledge base for common issues.
- Managing tickets via ServiceNow.
IT Helpdesk Analyst
TEK Systems Inc. (DLA Piper Temp. Contractor)
03.2023 - 08.2025
- Managed tickets via ServiceNow.
- Delivered fast and friendly service to handle questions and service complaints.
- Provided customer service & troubleshooting over the phone and email.
- Used Quick Assist, LogMeIn, and ScreenMeet as remote applications
- Tracked and resolved an average of 40 to 50 customer interactions per day.
- Worked with iManage (Document Management System), Active Directory, ARS (Active Roles), CyberArk.
- Helped users resolve issues with MS O365.
- Set up mobile devices, IP Phones, printers, Intune, and Company Portal.
- Configured company laptops and desktops with Windows 10, 11, and Mac OS.
- Trained and mentored core agents (new agents).
IT Desktop Support
Trading Partner International Inc. (t/a iBANKonIT)
12.2017 - 12.2021
- Used diagnostic tools to test laptops and desktops to identify hardware failures and replace non-functional components
- Replaced parts such as motherboards, processors, and graphics cards on desktops for corporate staff.
- Managed the ticketing systems via Jira and Trello
- Provided customer service & troubleshooting: in person, over the phone & via email.
- Installed, configured, and supported multi-functional printers (HP, Brother, Lexmark), network scanners environments (Fujitsu & Brother), Smartboards (InFocus), and tablets (iPad, Samsung Galaxy, Windows Surface).
- Installed OS: Windows 7-11, set up computers, install software and drivers, help resolve general computer issues as needed
- Refurbished PC systems and peripherals such as monitors, networking equipment, printers, laptops and more
- Created images and prepared new computers and laptops for integration into the company domain network
- Installed and configured MS Office 2007 - MS O365 for 200+ end users
- Managed inventory in Microsoft Excel sheets
Education
Software Tester - Manual Software Test Engineer
SkillUP IT
09.2021
Cyber Security Specialist Program - CompTIA A+
Towson University
07.2019
Skills
- Technical skills include in-depth knowledge of Computer Systems, Operating Systems, Networking Technologies, and Software installations, troubleshooting, and supporting end-users
- Active Directory, Active Roles
- Building Gaming PCs, Workstations, desktops, and laptops repair
- Experienced with backup configuration
- Teamwork and Collaboration
- Multitasking
- Conflict Resolution
- Analytical and Critical Thinking
Languages
English
Professional Working
Ukrainian
Native or Bilingual
Russian
Native or Bilingual
Timeline
Senior IT Helpdesk Analyst
TEK Systems Inc. (DLA Piper Temp. Contractor)
08.2025 - Current
IT Helpdesk Analyst
TEK Systems Inc. (DLA Piper Temp. Contractor)
03.2023 - 08.2025
IT Desktop Support
Trading Partner International Inc. (t/a iBANKonIT)
12.2017 - 12.2021
Cyber Security Specialist Program - CompTIA A+
Towson University
Software Tester - Manual Software Test Engineer
SkillUP IT