RICHARD A AFREH
Summary
Systems and Infrastructure Support specialist with over 6 years of experience supporting enterprise Windows environments, endpoint operations, identity management, cloud services, and enterprise infrastructure in large-scale commercial settings.
Demonstrated experience managing Microsoft 365, Active Directory, virtualization environments, ServiceNow operations, endpoint lifecycle management, and service restoration activities for enterprise users and business continuity.
Experienced in debugging complex infrastructure issues, ensuring operational availability, streamlining support processes, and collaborating with infrastructure, security, networking, and operations teams.
CompTIA Security+ certified.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Technical Support Analyst - Enterprise Infrastructure & IT Operations
Navy Federal Credit Union
05.2023 - Current
- Provide enterprise Windows support and infrastructure operations for Microsoft 365, Exchange Online, VMware Horizon VDI, and identity solutions that serve business customers.
- Support Microsoft 365 administration, which includes licensing, mailbox access, account management, and collaboration services.
- Use Active Directory and enterprise identity systems to manage user provisioning, authentication troubleshooting, access management, permissions administration, and lifecycle management.
- Manage ServiceNow incidents, escalations, and service workflows to ensure operational continuity and meet service delivery targets.
- Troubleshoot enterprise connectivity, authentication, remote access, and application issues while working with the infrastructure and security teams.
- Administered Microsoft 365, including licensing, mailbox access, account management, and collaboration services to enhance user experience.
- Maintained operating standards, technical documentation, and service processes to ensure consistent service delivery.
- Help to maintain operating standards, technical documentation, and service processes.
- Contributed to operational enhancements that reduced average response times by around 30%.
- Delivered executive and customer-facing support, prioritizing service excellence and prompt issue resolution.
Desktop Support Technician - Infrastructure Support
Tek Solution
01.2020 - 04.2023
- Managed enterprise Windows environments and virtualization services on Microsoft and VMware platforms to ensure optimal system performance.
- Diagnosed and resolved VPN, DNS, authentication failures, application access, and remote support issues to enhance user connectivity and support.
- Supported user management, access control, workstation provisioning, and onboarding procedures.
- Facilitated endpoint maintenance, deployment, imaging, and service recovery to streamline user operations and minimize downtime.
- Troubleshooted and restored infrastructure services to reduce operational disruptions.
- Supported cloud-based enterprise services and remote workforce environments.
Help Desk Analyst
Heritage High School
04.2017 - 01.2020
- Provided technical support for Windows operating systems and classroom technology, enabling effective learning environments.
- Maintained user support services and endpoint availability, contributing to seamless operations.
- Provided proactive maintenance and issue resolution, resulting in increased operational continuity.
- Managed Active Directory accounts, ensuring appropriate access and permissions for users.
Education
Bachelor of Science - Information Technology,Cybersecurity
George Mason University
Associate Degree - Information Technology
Northern Virginia Community College
Skills
- Active Directory Administration
- Microsoft 365 Administration
- Azure AD / Entra ID
- Intune Administration
- SCCM Exposure
- ServiceNow Administration
- Windows Administration
- Infrastructure Support
- Cloud Operations
- Remote Desktop Services
- VMware Horizon / Virtualization
- Incident Management
- Root Cause Analysis
- Technical Troubleshooting
- Endpoint Lifecycle Management
- Identity & Access Management
- Operational Documentation
- Service Restoration
- DHCP / DNS Support
- Enterprise IT Operations
Personal Information
Title: Systems Administrator
Certification
- CompTIA Security+ (Supports DoD 8570 / DoD 8140 requirements)
- CompTIA Cloud Essentials+
- CompTIA ITF+
Technical Environment
- Windows 10/11
- Active Directory
- Microsoft 365
- Exchange Online
- VMware Horizon
- VSphere
- VCenter
- Intune
- ServiceNow
- Identity Management
- Endpoint Administration
- Remote Desktop
- PowerShell
- Asset Management
Timeline
Technical Support Analyst - Enterprise Infrastructure & IT Operations
Navy Federal Credit Union
05.2023 - Current
Desktop Support Technician - Infrastructure Support
Tek Solution
01.2020 - 04.2023
Help Desk Analyst
Heritage High School
04.2017 - 01.2020
Bachelor of Science - Information Technology,Cybersecurity
George Mason University
Associate Degree - Information Technology
Northern Virginia Community College