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NeurD User

@neurduser

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Help Desk professional specializing in cloud platforms and rapid troubleshooting.

United States

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What I'm looking for

I seek a mid-level IT support role focused on cloud administration and user support, with opportunities for process improvement, documentation, and cross-team collaboration.

I am a dynamic Help Desk professional with over four years of Tier 1/2 support experience, focused on cloud-based platforms and rapid issue resolution.

At Heritage Christian Services I administered 50+ SharePoint sites, 150+ Teams, and managed identities and permissions for over 3,700 users, contributing to improved collaboration and secure access.

I drove process improvements that cut resolution times dramatically, created a Knowledge Base and IT documentation that reduced onboarding time by 40%, and optimized ticket workflows to reduce common-issue resolution times by 93%.

I bring a solutions-oriented, adaptable approach to user training, documentation, and cross-team projects, and I’m motivated to apply these skills to add immediate value to your IT support team.

Experience

Work history, roles, and key accomplishments

SharePoint Specialist

Heritage Christian Services

Jul 2023 - Jul 2024 (1 year)

Administered 50+ SharePoint sites and 150+ Teams and managed identities for 3,700+ users, redesigning the intranet to improve resource accessibility and employee engagement.

SharePoint Microsoft Teams Azure AD Access Management Reporting User Training Documentation

Help Desk Technician

Heritage Christian Services

Dec 2020 - Jul 2023 (2 years 7 months)

Provided Tier 1/2 support for 40+ daily requests, optimized ticket workflows to reduce resolution times by 93%, and produced 90% of IT documentation to cut onboarding time by 40%.

Technical Support Ticketing Systems Troubleshooting Knowledge Base Documentation User Training Windows MacOS

Customer Engineer Intern

mindSHIFT (Ricoh)

Jun 2019 - Aug 2019 (2 months)

Deployed printers, VoIP phones, and endpoints to eight charter schools to improve operational readiness and device availability.

VoIP Printers Onsite Support Troubleshooting Customer Service

Quality Tech (Intern)

LenelS2

Nov 2018 - May 2019 (6 months)

Evaluated and configured access control systems in OnGuard to ensure reliable product delivery and quality compliance.

Access Control System Configuration QA Testing Technical Documentation Troubleshooting

Education

Degrees, certifications, and relevant coursework

Monroe Community College

Associate of Applied Science, Information and Network Technology

2020 - 2020

Completed an Associate of Applied Science in Information and Network Technology with a Cybersecurity specialization, focusing on practical network and security skills.