Micah Kidane
Las Vegas,Nevada
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
3
3
years of professional experience
1
1
Certification
Work History
IT Help Desk Specialist, Tier 1
IT Avalon
2023.11 - 2024.07
- Supports operation of help desk and serves as the focal point for customer concerns
- Responds to telephone calls, emails, and personnel requests for technical support from local and remote customers
- Follow up with customers to ensure the issue has been resolved
- Provide technical assistance and support for incoming queries and issues related to Okta for AD and NON-AD users for password resets, account unlocks and multifactor authentication resets, business critical system outage support, account management with IBM i Access Client Solutions, and use of supporting applications using Okta, Bomgar, Active Directory, ServiceNow, and IBM iSeries.
Help Desk Analyst I
Robert Half
2022.03 - 2023.11
- Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
- Walk customers through the problem-solving process
- Follow up with customers to ensure the issue has been resolved
- Supports operation of help desk and serves as the focal point for customer concerns
- Identifies, researches, and resolves technical problems for end-users on a variety of issues
- Responds to telephone calls, email, and personnel requests for technical support from local and remote customers
- Run reports to determine troubleshooting opportunities
- Use of supporting applications using Okta, Slack, JIRA, Confluence, Google Admin, Office 365, Adobe Admin, Microsoft Intune, and knowledge of ticketing systems like Service Now, Service Desk, and JIRA
- Remoting into end-user machines using windows built-in Remote Desktop Connection, Microsoft Remote Desktop, Bomgar, and Simple Help.
Cybersecurity Analyst
PGIP-Tech Internship
2021.11 - 2022.01
- Completed hands-on training through Try Hack Me, Hack The Box, Immersive Labs, Project Ares, AWS Educate, and Splunk Training
- Virtually conducted vulnerability analysis, intrusion detection, network security, and coding and configuration of interfaces that became corrupted
- AWS Educate and Splunk Training included virtualization and a focus on software applications
- AWS Courses included: Cloud Practitioner, Solutions Architect (Associate and Professional), SysOps Admin (Associate and Professional), Developer (Associate and Professional), Advanced Networking (Specialty), Data Analytics (Specialty), Database (Specialty), Machine Learning (Specialty), and Security (Specialty).
Education
Bachelor of Science - Cybersecurity
Purdue University Global
West Lafayette, IN01.2022
Skills
- Network Security
- Experience in Wireshark
- Experience in Microsoft Endpoint Configuration Manager
- Virtualization Experience: Citrix Workspace, VMware, and Virtual Box
- Remote Access Software Experience: MS Remote Desktop, Bomgar, and Citrix Director/Citrix Cloud
- Experience in Active Directory
- System Administration
- Azure AD
- Office 365 Administration
- Microsoft Intune
- Ticketing Systems: JIRA, Service Desk, Service Now
- Troubleshooting hardware and software
- Familiar with CCNA Routing and Switching
- Customer Education
- Technical Documentation
- Customer Service
- Team Collaboration
- Analytical Thinking
- Network+ Certification
- Security+ Certification
- Issue and Resolution Tracking
- IBM iSeries
Certification
- CompTIA SY0-601 Security+ (2023)
- CompTIA N10-008 Network+ (2023)
- IC3 GS5 Digital Literacy (2017)
Timeline
IT Help Desk Specialist, Tier 1
IT Avalon
2023.11 - 2024.07
Help Desk Analyst I
Robert Half
2022.03 - 2023.11
Cybersecurity Analyst
PGIP-Tech Internship
2021.11 - 2022.01
Bachelor of Science - Cybersecurity
Purdue University Global
- CompTIA SY0-601 Security+ (2023)
- CompTIA N10-008 Network+ (2023)
- IC3 GS5 Digital Literacy (2017)
Similar Profiles
Harjyot DhanjalHarjyot Dhanjal
Customer Success Manager/Marketing Specialist at IT AvalonCustomer Success Manager/Marketing Specialist at IT Avalon
CHARLES ALLENCHARLES ALLEN
HELP DESK ANALYST at IT AVALONHELP DESK ANALYST at IT AVALON
Maeve McNultyMaeve McNulty
Barista/Cashier/Waitress at Awaken Avalon (Formally Charbel's Avalon)Barista/Cashier/Waitress at Awaken Avalon (Formally Charbel's Avalon)