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Kunyepa Alley

@kunyepaalley

IT Systems & Support professional with 4+ years supporting MSP and enterprise environments, identities, and end-user systems.

United States

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What I'm looking for

I’m looking for a role where I can support and secure identities, Windows/Microsoft 365 environments, and endpoints—working with modern ticketing and management tools while growing into deeper systems and access-management ownership.

IT Systems & Support Professional with 4+ years of experience delivering Tier 1 and Tier 2 technical support in MSP and enterprise environments. Proven ability to resolve hardware, software, and endpoint issues remotely across Windows and macOS environments. Experienced with RMM platforms, remote desktop tools, Active Directory, Microsoft 365, and enterprise ticketing systems including ServiceNow, Ivanti, and Autotask. Adept at managing high ticket volumes while maintaining SLA compliance and first-contact resolution targets. CompTIA Security+ and Network+ certified.

Experience

Work history, roles, and key accomplishments

IT Support Specialist

TK1 Solutions

Sep 2024 - Oct 2025 (1 year 1 month)

Provided Tier 1 and Tier 2 IT support for 30+ municipal and SMB clients, troubleshooting Windows, Microsoft 365, Active Directory, and network connectivity. Managed 200+ Windows 10/11 endpoints with N-able RMM and maintained production documentation using Autotask and IT Glue.

Windows 10 Windows Server Active Directory Group Policy Microsoft 365 N Able RMM Glue

Technical Support Analyst

NuTech Information Systems

Jul 2024 - Sep 2024 (2 months)

Resolved 20–35 daily support requests for a financial services environment using the iVanti Heat ticketing system, including Active Directory account management (password resets and unlocks). Troubleshot hardware, software, and connectivity using Microsoft 365 and MECM, supporting workstation configurations, printer deployments, and Zoom conferencing systems.

IVanti Heat Active Directory Microsoft 365 Password Resets Account Unlocks Remote Support Ivanti HEAT

IT Service Desk Technician

Electric AI

Nov 2021 - Nov 2023 (2 years)

Performed identity and access management for 500+ users across Microsoft 365, Google Workspace, and Okta, including MFA setup and security group administration. Deployed and configured endpoints with Kaseya RMM and Jamf Pro, resolving 100–125 support tickets weekly using Kustomer and remote tools.

Microsoft 365 Google Workspace Okta MFA Kaseya RMM Jamf Kustomer LogMeIn Rescue Security Groups

IT Service Desk Analyst

LabCorp

Jan 2019 - Sep 2020 (1 year 8 months)

Provided HIPAA-compliant IT support across multiple laboratory locations, handling hardware deployments, software installations, and printer configurations while maintaining data privacy standards. Managed 150–200 service desk tickets weekly on ServiceNow and Ivanti, achieving a 95%+ first-contact resolution rate for Active Directory account and access requests.

ServiceNow Active Directory HIPAA Compliant Software Password Resets Hardware Deployments