Adams S

IT Security & Support Analyst

Amdari Internship Program • Full-time

Feb 2025 - Aug 2026 • 1 yr 6 mos

I provided continuous secure IT monitoring, system diagnostics, and rapid incident response to maintain enterprise operational resilience. Working at the intersection of infrastructure support and data protection, I audited user access privileges, managed remote system vulnerabilities, and leveraged centralized management frameworks to eliminate system downtime and secure distributed endpoints. Key Responsibilities and Achievements - Identity Governance & Directory Auditing: Managed and audited user access privileges across cloud, server, and network environments to enforce strict Role-Based Access Control (RBAC) and data privacy compliance. - System Diagnostics & Root Cause Analysis: Investigated complex system logs across endpoints and cloud infrastructures to identify, troubleshoot, and permanently resolve technical bottlenecks and security anomalies. - Ticketing Queue & SLA Management: Administered rapid-response incident response workflows, ensuring all user infrastructure tickets were accurately categorized, prioritized, and resolved well within aggressive enterprise SLAs. - Secure Remote Remediation: Spearheaded technical triage and endpoint containment strategies, troubleshooting software vulnerabilities and network configurations to maintain stable, secure remote operations. - Infrastructure Log Analysis: Conducted deep-dive log analysis and performance diagnostics across diverse corporate networks to proactively identify and eliminate configuration risks before they impacted end-user productivity. Technical Support, Identity & Access Management (IAM) and +5 skills

IT Support Specialist

First City Monument Bank • Full-time

Dec 2020 - Jan 2025 • 4 yrs 1 mo

I supervised the daily helpdesk operations and user support queue. I made sure our team resolved technical issues quickly, onboarded new hires smoothly, and kept system access secure for both our main office and remote branch staff. Key Responsibilities and Achievements: - Ticketing & Escalation Management: Handled daily ticket queues inside ServiceNow. I prioritized incoming requests, solved user issues, and made sure complex problems were escalated to the right senior teams at the right time. - User Onboarding & Setups: Managed the full technical onboarding process for new employees. This included creating accounts, assigning software licenses, and setting up correct access permissions from day one. - Remote User Support: Provided clear, friendly technical support to off-site branch workers and remote users, helping them troubleshoot software glitches and stay connected to our corporate network. - Account & Directory Cleanup: Used Active Directory to handle daily identity updates, manage password resets, update email groups, and securely offboard departing employees. - Customer Service Standards: Monitored helpdesk responses to ensure our support met internal deadlines (SLAs) while keeping user satisfaction high through clear, helpful communication. Technical Support, Problem Solving and +5 skills