Raymond Rogers
Syracuse
Summary
Dynamic IT Analyst with a proven track record at CloudWave, excelling in system enhancements and strategic process implementation. Skilled in Microsoft 365 administration and identity management, I leverage strong analytical abilities to drive solutions and improve security, while fostering collaboration with cross-functional teams to achieve organizational goals.
Overview
11
11
years of professional experience
1
1
Certification
Work History
IT Analyst
CloudWave
02.2023 - 01.2026
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
- Worked closely with upper management and c-suite members to drive strategy and implement new processes, upgrade standards, develop policy and documentation.
- Analyzed existing systems and databases and recommended enhancements to solve business needs
- Re-engineered existing computer systems to promote ease-of-use and improve system security.
End User Support Technician
NYS Department of Health
08.2016 - 11.2022
- Managed high levels of call flow and responded to technical support needs for ~1000 employees
- Used ticketing systems to manage and process support actions and requests.
- Configured and tested new software and hardware.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Installed and configured operating systems and applications.
- Configured hardware, devices, and software to set up work stations for employees.
- Monitored system performance to identify potential issues.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Helped streamline repair processes and update procedures for support action consistency.
Lead Technician
Nifty Nate's Computer Repair
04.2015 - 08.2016
- Planned, scheduled, and delegated daily work to team of employees.
- Managed team performance by training, mentoring, disciplining, and motivating employees.
- Tested components and systems to evaluate performance and identify concerns.
- Tracked equipment and inventory, maintaining prescribed levels for technical equipment and supplies.
- Monitored spare parts inventory and addressed shortages with purchasing personnel.
- Managed daily activities, assigned tasks to specific staff members and utilized proven management techniques to cut work flow downtime and maximize revenues.
Education
Associate of Science - Computer And Information Systems
Hudson Valley Community College
Troy, NY05-2027
High School Diploma -
Cape Cod Regional Technical High School
Harwich, MA05-2007
Skills
Identity management platforms including Active Directory, Microsoft Entra, and Okta
Single Sign-On, MFA, and RSA Authentication configuration, support, and lifecycle governance
Microsoft 365 and Exchange administration with advanced troubleshooting and service optimization
Azure, VMware vSphere, and multi‑platform virtualization configuration, migration, and ongoing environment management
High‑accuracy break/fix support with rapid resolution across diverse end‑user environments
Support for legacy, deprecated, and undocumented applications including deep‑dive root‑cause analysis and remediation
VPN token and access management for Pulse Secure, VMware Horizon, and Cisco AnyConnect
Lansweeper expertise for software deployment, asset inventory, and compliance tracking
PacketFence administration for network access control, authorization, and remediation workflows
Experience with enterprise ticketing systems including Jira, ServiceNow, and Symphony Summit AI
12 years of Linux experience across server administration, database management, and security hardening
Front‑end development using HTML, CSS, and JavaScript
Back‑end development in PHP, MySQL, and Python
Certification
CompTIA A+
CompTIA Net+
Microsoft MS-900
Microsoft AZ-900
Timeline
IT Analyst
CloudWave
02.2023 - 01.2026
End User Support Technician
NYS Department of Health
08.2016 - 11.2022
Lead Technician
Nifty Nate's Computer Repair
04.2015 - 08.2016
Associate of Science - Computer And Information Systems
Hudson Valley Community College
High School Diploma -
Cape Cod Regional Technical High School