Mekdes Osheyack
Silver Spring,MD
Summary
I am a methodical technical professional who excels at diagnosing and resolving intricate system and product challenges. My strength lies in applying critical thinking and rigorous analysis to ensure optimal performance and unwavering quality, complemented by a precise approach to technical documentation and user support.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Testing Technician
Peraton
12.2023 - Current
- Ensured the orderly upkeep of the equipment workroom at Enterprise Technology Lab (ETL) by maintaining a tidy and organized workspace of the 40+ laptops and 15+ desktops
- Monthly update the computer images on SCCM before deploying it in Supervision and Enterprise
- Assist with the implementation and maintenance of hardware, software, and peripherals
- Collaborate with multiple IT departments on the transformation of Windows 11
- Constructed an IP lab from scratch by imaging the high-end machines, changing the OU in AD, and performing network testing
Application Support Analyst
AAFES
12.2020 - Current
- Performed software application and disaster recovery testing to guarantee business readiness following fail-overs.
- Diagnosed code development, server restarts, server updates, broken images, and wrong image issue and created ServiceNow and Jira tickets to escalate as needed
- Communicated with IT departments to resolve Priority 1 (P1) and lower environmental issues
- Moderated and attentively listened during P1 issues to document the resolution of the problem
- Investigated the health of virtual machines using the ssh Linux command
Desktop Technician
Crowell & Moring
04.2023 - 12.2023
- Responded promptly to end-user requests for computer hardware setup, maintenance, and troubleshooting assistance for attorneys and staff
- Installed, configured, tested, maintained, monitored, and troubleshooted customer workstations and related hardware to meet service level requirements.
- Conducted desktop and laptop imaging using SCCM task sequencing for streamlined deployment
- Adhered to rigorous hardware inventory processes, assisting in asset management, including tracking, deployment, and maintaining a spare inventory for hardware replacement
- Actively participated in special projects as requested, demonstrating adaptability and a willingness to take on additional responsibilities
Service Desk Analyst I
CareFirst
04.2022 - 09.2022
- Provided first and second level user support by identifying user problems; researching answers; guiding users through corrective steps; recommending documentation updates and troubleshooting
- Utilized various Helpdesk software tools, i.e., Virtual Horizon Client, ServiceNow, Sailpoint, Nasco, Facets, eBiz, FEP Direct, Active Directory, Bitlocker Recovery, and Windows Hello
- Developed user training programs by identifying learning techniques, recommending instructional language and improving Helpdesk knowledge by attending available training sessions
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
Education
Bachelor of Science - Cybersecurity Technology
University of Maryland Global Campus
Adelphi, MD12-2026
Skills
- MS Office 360, Dynatrace, Petty, Akamia, Citrix, & VMware Horizon Client
- Ticketing Systems: ServiceNow, Remedy, & JIRA
- Scripting: Command Prompt & RedHat Linux
- Windows 7/10/11: Device Manager, Computer Management, Control Panel, & Active Directory
- Desktop Engineer: MECM/SCCM, Software Center, & Qualys
- Oracle Software: SQL Developer, Business Control Center (BCC), Commerce Service Center (CSC) & Oracle Workbench
Websites
Certification
CompTIA ITF+ | Mar 2020
CompTIA Security+. | Apr 2023
CompTIA Network+ | Dec 2025
Timeline
Testing Technician
Peraton
12.2023 - Current
Desktop Technician
Crowell & Moring
04.2023 - 12.2023
Service Desk Analyst I
CareFirst
04.2022 - 09.2022
Application Support Analyst
AAFES
12.2020 - Current
Bachelor of Science - Cybersecurity Technology
University of Maryland Global Campus