Open to opportunities

Boris Acosta

@borisacosta

Message

IT support analyst specializing in Active Directory, O365, and endpoint troubleshooting.

United States

Message

What I'm looking for

I’m looking for an IT support role where I can own troubleshooting, Active Directory and O365 access, and endpoint delivery. I value clear processes, responsive teams, and opportunities to grow security and systems support skills.

I’m an IT support professional focused on fast, accurate troubleshooting across user accounts, mail services, and endpoint environments. In my current role, I handle Active Directory access issues, unlock accounts, manage share group membership, and support MFA resets through Microsoft Authenticator.

I also manage Microsoft 365 operations through the Exchange Admin Center and O365 Outlook, including adding/deleting users from mailboxes and shares, troubleshooting email profiles, and supporting OWA access. I strengthen security by working with 2FA and related controls.

Across multiple enterprise teams, I delivered service using desktop support standards like IMAC, Break Fix, and Desk Side Support, performing SCCM administration, imaging, management, and patching for Windows 7/10. I install and configure applications and hardware, and I support remote and in-office troubleshooting with tools like Bomgar, Ultra VNC, TeamViewer, and RDP.

Earlier in my career, I supported end users by repairing, replacing, reimaging computers, encrypting laptops, setting up VPN client software, and administering Windows Server and Active Directory tasks. I bring a networking education background and a service-first mindset to every ticket, always aiming for dependable service delivery.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Analyst

Current

Commonwealth Of Massachusetts

Oct 2019 - Present (6 years 6 months)

Administered Active Directory and Microsoft 365, including user resets/unlocks and Exchange/Outlook mailbox and share management. Resolved user issues and supported MFA resets, VPN access, backups, printers, and remote troubleshooting using ticketing systems.

Active Directory Microsoft 365 Outlook OWA Support Azure MFA Barracuda VPN ServiceNow Ticketing Systems

Desktop Support Engineer

Alexion Pharmaceuticals

Sep 2019 - Oct 2019 (1 month)

Performed SCCM administration, imaging, and patching for Windows 7/10 environments. Delivered desk-side and break-fix support and handled service delivery through a ServiceNow ticketing workflow.

SCCM Administration Windows Imaging Patch Management ServiceNow IMAC Support Desk Side Support Windows 10

Desktop Support Technician

Draper Labs

Jun 2019 - Aug 2019 (2 months)

Administered SMS/SCCM for Windows 7/10 imaging, management, and patching. Completed IMAC and desk-side break-fix support, handled hardware procurement/asset management, and installed and configured Dell/macOS applications and endpoint tooling.

SCCM Windows Imaging Patch Management IMAC Support ServiceNow Hardware Asset Management Code42 CrashPlan & McAfee

Desktop Support Engineer

Takeda Pharmaceuticals

Feb 2019 - May 2019 (3 months)

Managed SCCM administration, imaging, and patching for Windows 7/10 and provided on-site resolution for complex workstation and infrastructure issues. Supported Active Directory and Microsoft 365 (OneDrive/OneNote/Office), assisted with Cisco AnyConnect VPN access, and deployed/replaced hardware and peripherals with ServiceNow ticketing.

SCCM Administration Windows Imaging Patch Management Active Directory Cisco AnyConnect ServiceNow

Epic Site Specialist

Upham's Corner Community Health Center

Apr 2016 - Dec 2018 (2 years 8 months)

Tracked workflows and issues in JIRA and supported EMR operations by monitoring work queues, billing queues, and lab/scanning activities. Created and maintained Epic user/provider records, smart phrases, and letter templates, and trained end users on key Epic workflows.

Jira EMR Work Queue Monitoring Provider Patient Master Data User Training

Milieu Counselor

Cambridge Family And Children's Services

Jul 2013 - Aug 2018 (5 years 1 month)

Provided strength-based residential counseling and crisis intervention for adolescent residents while ensuring safety and supporting daily schedules. Maintained positive relationships as a role model and supported residents in improving daily functioning and decision-making.

Crisis Intervention Relationship Building Communication

IT Support Specialist

Upham's Corner Health Center

May 2014 - Apr 2016 (1 year 11 months)

Repaired, replaced, and reimaged computers; encrypted laptops and configured Cisco VPN client access with RSA token setup. Supported Windows Server 2012 and Active Directory user administration, managed network printers/FTP print server tasks, and supported Dentrix user account and troubleshooting needs.

Windows Server Active Directory RSA Token Setup FTP