YANGOK L. WUR
Mankato,MN
Summary
Detail-oriented IT Support professional with hands-on experience in Windows 10/11 and Microsoft 365 environments. Expertise in troubleshooting hardware, software, and network issues, alongside user account management in Active Directory and Microsoft Entra ID. Experienced with ticketing systems and remote support tools, ensuring efficient IT operations and effective technical documentation.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Direct Support Professional
Dungarvin
Mankato, USA
07.2024 - Current
- Provide compassionate client care in a fast-paced environment while maintaining a safe, structured, and supportive setting
- Troubleshoot basic IT and device-related issues for clients and office staff, delivering timely technical support to support daily operations
- Respond promptly to incidents, de-escalate situations, and maintain accurate documentation and compliance records with professionalism and attention to detail
Data Entry Specialist
WellShare International
Mankato, USA
06.2022 - 07.2024
- Transferred and maintained data records in EHR systems for 200+ clients weekly
- Performed quality checks and process improvements to raise data accuracy from 80% to 95%
- Ensured HIPAA/PHI compliance when handling sensitive information
- Maintained detailed documentation to support audits and reporting requirements
Technical Operator
The Occasions Group
North Mankato, USA
05.2015 - 06.2022
- Monitored production systems and troubleshot hardware, software, and printer issues, minimizing downtime
- Installed, configured, and supported end-user devices and applications, ensuring efficient operation of network-connected printers
- Provided end-user support and coordinated escalations with IT teams, enhancing system reliability
- Maintained 99.9% quality accuracy and improved operational efficiency by 27% by following SOPs and driving process improvements
Education
Bachelor of Science - Human Resources Management
Minnesota State University
Mankato, MNSkills
- Desktop Support
- Mobile Device Support
- Hardware Troubleshooting
- Network Troubleshooting
- Software Installation
- Printer Support
- Technical Documentation
- Windows 10/11 Administration
- Microsoft 365
- TCP/IP
- DNS
- DHCP
- Wi-Fi Support
- Active Directory
- Microsoft Entra ID
- User Account Management
- Password Resets
- Multi-Factor Authentication (MFA)
- Role-Based Access Control (RBAC)
- Group Policy
- Remote Support Tools
- Ticketing Systems
- Virtualization Platforms
- Command Line Utilities
- Customer Service
- Problem-Solving
Certification
- CompTIA Security+
- CompTIA Network+
- Microsoft SC-900
- Microsoft SC-300 (In Progress)
- ISC2 Certified in Cybersecurity (CC)
- Google Cybersecurity Professional Certificate
Projects
Active Directory, Group Policy & Hybrid Identity Administration Lab
- Managed Windows Server systems in a virtual lab environment.
- Administered Active Directory and Microsoft Entra ID users, groups, and access controls.
- Integrated Active Directory with Microsoft Entra ID in a hybrid identity environment.
- Implemented RBAC, MFA, Conditional Access, and Group Policy to strengthen security.
- Performed user provisioning, deprovisioning, password management, and role assignments.
- Troubleshot synchronization, authentication, and access-related issues across on-premises and cloud environments.
- Administered Microsoft 365 user accounts, licenses, and mailboxes.
- Supported Exchange Online, Teams, OneDrive, and SharePoint.
- Troubleshot user access, authentication, and email issues.
- Configured Self-Service Password Reset (SSPR).
- Leveraged PowerShell to automate administrative tasks.
- Created scripts for user provisioning, password resets, and reporting.
- Managed Active Directory users and groups through automation.
- Automated routine processes to improve operational efficiency.
- Diagnosed network connectivity issues using TCP/IP troubleshooting methods.
- Utilized Ping, Tracert, IPConfig, NSLookup, and Wireshark.
- Analyzed network traffic and logs to support root cause analysis.
- Applied security best practices to strengthen endpoint and network security.
Timeline
Direct Support Professional
Dungarvin
07.2024 - Current
Data Entry Specialist
WellShare International
06.2022 - 07.2024
Technical Operator
The Occasions Group
05.2015 - 06.2022
Bachelor of Science - Human Resources Management
Minnesota State University