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Malik Horner

IT Support Specialist
Southfield,MI

Work Preference

Job Search Status

Open to work
Desired start date: Flexible

Desired Job Title

IT SpecialistSQL Database AdministratorNetwork SpecialistIT ManagerSystem Administrator

Work Type

Full Time

Location Preference

On-SiteRemoteHybrid
Location: Southfield, MI, US
Open to relocation: Yes

Salary Range

25/hr - 1000/hr

Important To Me

Career advancementPersonal development programsPaid time off401k matchPaid sick leaveStock Options / Equity / Profit SharingHealthcare benefitsWork from home option

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Summary

Experienced IT professional with strong background in system administration, network security, and technical support. Skilled in troubleshooting, software installation, and optimizing IT infrastructure for peak performance. Known for effective team collaboration and adaptability in dynamic environments, consistently delivering reliable results. Currently working out of Southfield, MI.

Overview

1
1
Language
1
1
Certification
8
8
years of professional experience

Work History

IT Specialist

Department of Homeland Security (DHS)
Washington, D.C.
01.2024 - Current
  • Provided comprehensive IT support to over 300 end users within a networked environment, including desktop support, software installation, and hardware maintenance.
  • Managed Active Directory, encompassing user account creation, permissions management, and group policy administration.
  • Diagnosed and resolved hardware and software issues, delivering prompt solutions to minimize downtime.
  • Resolved complex network connectivity problems using nslookup, tracert, and netsh commands to troubleshoot DNS, routing, and Windows Firewall challenges.
  • Facilitated formal training and fostered position-specific development through mentorship and coaching, guiding staff on complex products and reporting potential training gaps.
  • Established regular communication with assigned staff to address task-related issues and validate reports of accomplishments.
  • Collected information for improvement planning, identifying actionable solutions to enhance service delivery in collaboration with supervisory input.
  • Managed network security protocols to protect sensitive information and maintain compliance with federal regulations.
  • Implemented system upgrades, enhancing operational efficiency and user satisfaction across multiple departments.
  • Conducted in-place upgrades from Windows 10 to Windows 11, verifying hardware compatibility (TPM 2.0, Secure Boot) and application readiness beforehand.
  • Troubleshot missing emails or folders by recreating the local OST cache, utilizing the SCANPST tool on corrupted profiles, or modifying Exchange Online mailbox settings.
  • Resolved OneDrive sync conflicts (files showing red 'X' or 'sync pending') by clearing sync caches, restarting clients, or employing the 'Repair' option. Instructed users on the distinction between the green checkmark and blue cloud icon (Files On-Demand).
  • Diagnosed Teams audio/video issues by verifying device permissions in Windows/macOS, clearing the Teams cache (%appdata%\Microsoft\Teams), or recommending driver updates.

Desktop Support - Contractor

Arrow Strategies LLC
Rochester, MI
03.2024 - 11.2024
  • Conducted thorough analyses of system performance and reliability issues to identify root causes for failures.
  • Assisted in the deployment of operating system updates and installation of applications to enhance user experience for more than 300 users on a weekly basis.
  • Delivered expert support for end-user issues related to applications, network access, and system configuration.
  • Monitored and optimized system performance, ensuring all hardware and software functioned at peak efficiency.
  • Addressed and mitigated security threats, including malware infections and unauthorized access attempts, safeguarding organizational data.
  • Managed daily operations of robotics systems, ensuring seamless performance and minimal downtime.

IT Support Specialist - Contractor

Kelly Services Inc.
Troy, MI
03.2023 - 03.2024
  • Analyzed incidents stemming from malicious actions, effectively distinguishing and eliminating false positive alerts.
  • Leveraged the CCARE agent for remote connections, providing crucial technical assistance for end-user devices.
  • Managed the onboarding and offboarding processes, administering email and user accounts seamlessly.
  • Enhanced the documentation system, resulting in improved communication and a 33% increase in ticket processing speed.
  • Performed network, software, and hardware diagnostics to ensure the smooth operation of all systems and over 100 workstations.
  • Provided technical support for hardware and software issues, ensuring minimal downtime for end-users.
  • Diagnosed and resolved IT-related problems, enhancing user experience and efficiency.
  • Diagnosed and resolved network connectivity problems, ensuring uninterrupted access to critical systems.
  • Provided technical support for hardware and software issues, enhancing user productivity across organization.

IT Help Desk Specialist

Secure-24
Southfield, MI
05.2019 - 06.2022
  • Maintained and updated network systems, providing essential backup support to ensure system reliability.
  • Conducted end-user training sessions for new programs and systems, promoting effective technology adoption.
  • Provided comprehensive technical support through phone, remote access, and live chat channels, ensuring user satisfaction.
  • Meticulously documented key details related to all end-user requests, complaints, incidents, and issues for future reference.
  • Supported the operation of Microsoft Desktop Operating Systems (Windows 7, 8, 10), applications (Outlook, Office, Word, Excel), and mobile devices while effectively removing malicious software.

Student IT Technician

Oakland University
Rochester, MI
08.2018 - 05.2019
  • Addressed approximately 20 user inquiries per day via phone, email, and in-person interactions, meticulously documenting computer problems in the ticketing system.
  • Maintained thorough records or documentation of technical maintenance procedures and general help resources for future reference.
  • Provided technical support for hardware and software issues across university departments.
  • Diagnosed and resolved IT-related problems, enhancing system reliability for faculty and staff.
  • Mentored junior technicians, promoting skill development and best practices in troubleshooting.
  • Diagnosed and resolved network connectivity problems, ensuring uninterrupted access to university resources.

Timeline

Desktop Support - Contractor

Arrow Strategies LLC
03.2024 - 11.2024

IT Specialist

Department of Homeland Security (DHS)
01.2024 - Current

IT Support Specialist - Contractor

Kelly Services Inc.
03.2023 - 03.2024

IT Help Desk Specialist

Secure-24
05.2019 - 06.2022

Student IT Technician

Oakland University
08.2018 - 05.2019

Bachelor of Science - Computer Science

Oakland University

Education

Bachelor of Science - Computer Science

Oakland University
Rochester
05-2019

Skills

  • Information security
  • IT documentation
  • IT troubleshooting
  • Windows 10/11
  • ServiceNow
  • Active Directory
  • Networking
  • Desktop Support
  • Hardware Maintenance
  • Software Installation
  • System Performance Analysis
  • Mentorship

Certification

  • Google IT Support, Google 02/2024
  • Microsoft 365 Certified: Fundamentals, Microsoft 07/2024

Languages

English Native

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