Michael Nyamekye
Bayada Home Health Care
Secane,PA
1
Certification
11
years of professional experience
Detail-oriented Help Desk Analyst with over 5 years of IT support experience in troubleshooting Windows and macOS systems, managing Active Directory, and supporting Office 365 environments. Expertise in user account administration, authentication issues, and system configuration. Delivers effective communication and documentation skills while resolving complex technical issues across client, server, and network environments.
Work History
Help Desk Analyst
3 Years 8 Months- Resolved technical issues for end-users, ensuring timely and effective support.
- Managed ticketing system to prioritize and track user requests efficiently.
- Facilitated communication between users and technical teams to clarify requirements.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Provided basic end-user troubleshooting and desktop support.
- Offered assistance in implementing and developing training programs.
- Configured hardware, devices, and software to set up work stations for employees.
- Assisted in development of system security protocols.
- Established strong relationships with vendors to expedite issue resolution when external support was required.
Help Desk Technician
6 Years 7 Months- Oversaw workflows requiring controlled access, documentation accuracy, and compliance awareness.
- Maintained audit-ready records to support operational visibility and accountability.
- Improved operational efficiency through data-driven decision-making and process optimization.
- Provided technical support to end-users via phone, email, and chat channels.
- Managed ticketing system to prioritize and track user requests effectively.
- Provided remote support to users across multiple locations, demonstrating flexibility and adaptability in problem solving.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Managed sensitive user data securely, adhering to company policies and industry best practices for cybersecurity.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Documented support interactions for future reference.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
IT Support Technician
2 Years 3 Months- Provided Tier 1–2 support for Windows systems, authentication issues, MFA setup, login failures, and workstation troubleshooting.
- Managed Active Directory objects, groups, OUs, and access permissions to support secure IT operations.
- Supported Exchange/Office 365 accounts, mailbox permissions, and user provisioning.
- Handled onboarding/offboarding workflows, ensuring accurate access documentation and compliance.
- Collaborated with IT/security teams to enforce access control policies and resolve escalated tickets.
- Provided exceptional customer support, addressing inquiries and troubleshooting problems effectively.
- Diagnosed and resolved technical issues for hardware and software within corporate environments.
- Participated in disaster recovery planning efforts, enabling quick restoration of critical services following unforeseen events.
- Optimized network infrastructure, resulting in improved connectivity and user satisfaction.
- Managed high levels of call flow and responded to technical support needs.
Education
Cybersecurity Analyst Training - CySA+ & Splunk Track Certified
BSc - Computer Science
Bachelor of Science - Cybersecurity And Information Assurance
Skills
Help Desk & Systems Support: Windows 10/11
macOS
Active Directory
Group Policy
Exchange/Office 365
MFA
Password Resets
User Provisioning
Remote System Analyst.
Professional Skills: Customer Service
Ticket Management
Documentation
Vendor Coordination
Problem Solving
Communication
Team Collaboration.
Tools & Troubleshooting: Jira
Nessus
Splunk
ELK
Nmap
Wireshark
PowerShell
Bash.
Server & Network Support: DNS
DHCP
TCP/IP
VPNs
Firewalls
Network Segmentation
Cisco Packet Tracer
Network Troubleshooting.
Cloud & Identity: Microsoft Entra ID
Azure AD
Okta
RBAC
IAM
MFA.
Assessments & Compliance: NIST 800 Series
ISO 27001/2
SOC 2 - Type 1 & 2 Reports
PCI-DSS
HIPAA
GRC. GDPR. CIS Controls
Certification
CompTIA CySA+ | Microsoft Entra ID / Azure | Microsoft Defender | IAM Training - Udemy GRC Foundations - Udemy | Cisco NetAcad (Networking, OS, Hardware, Endpoint Security)
Timeline
Help Desk Analyst
Bayada Home Health Care
01.2023 - CurrentRead More
Help Desk Technician
Cigars International
05.2019 - 12.2025Read More
IT Support Technician
I CODE GH
01.2016 - 04.2018Read More
University of Ghana
BSc from Computer Science
Read More
Per Scholas
Cybersecurity Analyst Training from CySA+ & Splunk Track Certified
Read More
Western Governors University
Bachelor of Science from Cybersecurity And Information Assurance
Read More