Open To Work
MICHAEL JACQUES
Brooklyn
Summary
Experienced Tier 2 Help Desk Analyst with 7 years in enterprise IT support across diverse sectors. Specializes in break/fix troubleshooting, Azure AD, Intune device management, and Active Directory. Delivers effective solutions under pressure and efficiently manages high ticket volumes.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Help Desk Support Analyst Level 2
MDRC
New York
07.2024 - Current
- Delivered Tier 2 deskside and remote IT support for ~120 remote users and ~40 onsite employees, ensuring timely resolution of issues.
- Assisted executive staff onsite while resolving 20–35 tickets daily.
- Troubleshoot Windows/macOS issues including VPN, system errors, and application failures.
- Deployed, configured, and managed Virtual Desktop Infrastructure (VDI) using Amazon WorkSpaces, providing secure remote access and user support.
- Perform break/fix troubleshooting on laptops, desktops, printers, docking stations, and peripherals.
- Managed device enrollment and compliance with Azure AD and Microsoft Intune, streamlining user access and security protocols.
- Use Command Prompt tools (ipconfig, ping, tracert) for networking diagnostics.
- Perform asset tagging, inventory tracking, and hardware lifecycle management.
MIS Support Analyst
Personal Touch Home Care
01.2023 - 07.2024
- Delivered Tier 2 deskside and remote support, resolving 40–50 tickets daily to ensure user satisfaction and system reliability.
- Managed Active Directory, Microsoft Admin Center, Intune MDM, and Avaya systems to maintain user access and system security.
- Used Command Prompt networking tools to diagnose DNS, VPN, and connectivity issues.
- Performed break/fix troubleshooting on laptops, printers, scanners, and mobile devices, restoring functionality and minimizing downtime.
- Installed/configured hardware and software for onboarding and office expansions.
IT Help Desk Supervisor (Part-Time)
Adelphi University
08.2023 - 01.2024
- Delivered Tier 2 deskside support for faculty/staff hardware and software issues, ensuring quick resolution and minimal disruption.
- Resolved escalated customer complaints efficiently, enhancing customer satisfaction and trust.
- Evaluated support cases for technical accuracy and troubleshooting effectiveness, implementing process improvements to enhance service quality.
- Led troubleshooting for classroom technology and trained junior technicians.
- Analyzed help desk performance metrics to identify areas for improvement.
IT Help Desk Analyst
FDNY
01.2023 - 08.2023
- Delivered Level 1–2 support, resolving software, hardware, and network issues to minimize downtime.
- Monitored ticketing system to prioritize and escalate urgent technical issues promptly.
- Provided technical support for FDNY personnel, addressing software and hardware issues to ensure operational efficiency.
- Supported users remotely via Remote Desktop, documenting tickets to maintain accurate records and facilitate follow-up.
- Performed software troubleshooting and resolved AD account lockouts.
IT Field Region Supervisor
Hemmersbach
02.2021 - 01.2023
- Supervised team of 6 technicians in executing regional deployments, ensuring timely project completion.
- Diagnosed hardware issues and implemented solutions, enhancing customer satisfaction with device performance.
- Installed, repaired, and upgraded desktops, laptops, and peripherals.
- Trained users on new hardware devices, improving user competency and reducing support requests.
- Documented repair processes and updates in the ticketing system accurately.
IT Support Engineer
Urban Center for Change
06.2014 - 02.2021
- Delivered desktop support and managed imaging, deployments, and hardware maintenance to ensure operational efficiency.
- Troubleshot hardware issues and coordinated with service providers to resolve repairs for end users.
- Managed inventory and standardized device configurations.
- Developed technical documentation to streamline processes for IT staff.
Education
Information Technology Program - Information Technology
My Computer Career
Charlotte, NC01-2019
Bachelor of Science - Computer & Information Sciences
Medgar Evers College
Brooklyn, NY05-2016
Skills
- Help Desk Ticketing Systems
- Desktop & Mobile Device Support
- Remote Desktop Support
- Active Directory & Account Management
- Network troubleshooting
- Hardware troubleshooting
- Imaging & Deployment
- Asset Management
- Microsoft 365
- Cloud technologies
- Operating systems
- Technical video services
Certification
- CompTIA A+
- CompTIA Network+
- CompTIA Security+
- CompTIA Server+
- Microsoft Azure Fundamentals
- Linux Essentials
- MTA Mobility & Networking
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
On-SiteRemoteHybridSalary Range
$75000/yr - $96000/yrTimeline
Help Desk Support Analyst Level 2
MDRC
07.2024 - Current
IT Help Desk Supervisor (Part-Time)
Adelphi University
08.2023 - 01.2024
MIS Support Analyst
Personal Touch Home Care
01.2023 - 07.2024
IT Help Desk Analyst
FDNY
01.2023 - 08.2023
IT Field Region Supervisor
Hemmersbach
02.2021 - 01.2023
IT Support Engineer
Urban Center for Change
06.2014 - 02.2021
Information Technology Program - Information Technology
My Computer Career
Bachelor of Science - Computer & Information Sciences
Medgar Evers College