Desktop Support Analyst
Ryan Michael White
FEI Systems Inc.
Pasadena,MD
10
years of professional experience
1
Certification
IT support professional with a background in device troubleshooting, workstation imaging, account support, and high-volume ticket management. Supports end users by resolving technical issues quickly, managing assets, and completing vulnerability remediation tasks that help keep systems available and secure.
Work History
Desktop Support Analyst
7 Years 1 Month- Supported hardware, software, and connectivity troubleshooting to improve user experience and reduce downtime.
- Handled purchasing for hardware and software and kept accurate asset records for active and retired devices to support resource planning.
- Resolved Windows, Office 365, and email support tickets through ticketing systems.
- Set up user accounts, passwords, and access in Active Directory.
- Remediated workstation vulnerabilities found by our vulnerability scanning tool to improve system security.
- Took part in penetration testing exercises by spotting physical intruders in the office space and suspicious behavior in the environment.
- Utilized Intune to create applications to push to user devices through Company Portal.
- Update Group Policies such as AppLocker to allow whitelisted software to be ran.
- HITRUST audit - Supported the HITRUST audio audit with evidence gathering and enforcing enpoint protection compliance through Bitlocker.
- Take part in the Change Control Board meetings to provide input on new software approvals.
- SOC 2 audit - Supported by providing artifacts for the security team. Pulling access logs from Entra and Active Directory information
- ISO 20k Audit - Ensure that tickets are closed in a timely many in accordance with SLA guidlines. Reach out to
Field Technician II
2 Years 6 Months- Triaged, imaged, and repaired computers, delivering customer support to Baltimore County Public Schools students and employees.
- Provided telephone support to promptly address high volume of support requests from teachers and students, resolving issues like password resets, account lockouts, and software issues.
- Created and closed tickets in Cherwell ticketing system and escalated tasks to appropriate departments.
- Supported BCPS Technical Support Services Contract at school sites
- Installed and configured computers, printers, and network devices
Education
Master's Degree - Cybersecurity Technologies
- Graduation - 12/2023
- Digital Forensics Technologies and Practices
- Advanced Cyber Exploitation and Mitigation Methodologies
Bachelor's degree - Network Technologies and Cybersecurity
- Graduation - 12/2021
- Penetration Testing & Cyber Red Teaming
- Threat Management and Vulnerability Assessment
Associates degree - Computer Science
- Graduation - 12/2016
- Data Structures in C++
Skills
Active Directory management
Microsoft 365 Admin Center
Ticketing system management
Vulnerability management
Microsoft System Center Configuration Manager
Server maintenance
Microsoft Copilot Studio (AI Agent Creation)
Certification
- CompTIA SecurityX
- CompTIA CYSA+
- CompTIA A+
- CompTIA Network+
- CompTIA Security+
Timeline
Desktop Support Analyst
FEI Systems Inc.
10.2019 - CurrentRead More
Field Technician II
DALY Computers (BCPS Technical Support Services Contract)
04.2017 - 10.2019Read More
University of Maryland Global Campus
Master's Degree from Cybersecurity Technologies
Read More
University of Maryland Global Campus
Bachelor's degree from Network Technologies and Cybersecurity
Read More
Anne Arundel Community College
Associates degree from Computer Science
Read More