YACINE DJELLA
Summary
IT Support Specialist and System Engineer with a strong track record of resolving complex technical issues and reducing downtime across enterprise environments. Expertise in managing full device lifecycles and administering endpoint management tools, enhancing compliance and asset tracking. Recognized for delivering high-quality support and improving system performance in fast-paced settings.
Overview
4
4
years of professional experience
1
1
Certification
Work History
System Engineer
CynosureLutronic
Westford
12.2023 - Current
- Managed full device lifecycle (provisioning, configuration, tracking, and decommissioning) for desktops, laptops, and mobile devices
- Administered endpoint management tools (O365, Intune, Rapid7) to ensure compliance and enhance asset tracking accuracy
- Ensured endpoint security compliance, including encryption and patch management
- Resolved complex hardware, software, and network incidents, reducing downtime and improving user productivity across multiple locations
- Delivered remote and on-site support, collaborating with service desk and crossfunctional teams to resolve escalated issues efficiently
- Conducted root cause analysis for recurring issues, implementing long-term fixes that reduced ticket volume
- Maintained and contributed to knowledge base documentation, enhancing team efficiency and support consistency
IT Support Analyst
Harvard School of Dental Medicine
09.2023 - 12.2023
- Delivered Tier 1-2 technical support, improving response time and user satisfaction
- Managed tickets via ServiceNow, resolving software, hardware, and access management issues to enhance user support experience
- Administered Active Directory accounts, permissions, and group policies
- Performed OS deployments and imaging using PXE and SCCM to ensure consistent user environments
- Supported remote workforce using Bomgar and collaboration tools (Slack, Cisco Jabber)
- Coordinated hardware repairs and warranty services to minimize downtime for users
Desktop Support Specialist
Mass General Brigham
03.2022 - 09.2023
- Installed, configured, and supported Windows environments, virtual machines, and enterprise applications to ensure optimal functionality
- Imaged and deployed systems using PXE boot and SCCM, streamlining onboarding processes
- Troubleshot hardware/software issues to enhance device performance and minimize downtime
- Upgraded systems (CPU, RAM, SSD), extending hardware lifecycle and performance
- Installed and configured network printers and peripherals to facilitate user accessibility
- Provided both remote and in-person support for end users
- Migrated and cloned drives (HDD to SSD), improving system speed and reliability
Education
Graduate Certificate - Health Information Technology
Bunker Hill Community College
Boston, MA12-2019
Skills
- ITSM and incident management
- Problem management
- Active Directory management
- SCCM and Windows administration
- Endpoint management
- Cloud infrastructure management
- Virtualization with VMware
- Networking and TCP/IP
- Remote management solutions
- Remote desktop access
- Troubleshooting hardware/software
- Technical documentation
- Powershell
Personal Information
Title: IT Support Specialist | System Engineer
Certification
- CompTIA A+
- CCNA
- JAMF Pro
- MCSA
- MCTS
Timeline
System Engineer
CynosureLutronic
12.2023 - Current
IT Support Analyst
Harvard School of Dental Medicine
09.2023 - 12.2023
Desktop Support Specialist
Mass General Brigham
03.2022 - 09.2023
Graduate Certificate - Health Information Technology
Bunker Hill Community College