Alex Piebeng
White Plains
Summary
Desktop System Administrator with 5+ years of hands-on experience deploying, managing, and troubleshooting hardware and software across Windows and Linux environments, including VMware vSphere and Microsoft Azure. Skilled in end-user workstation and server administration, application deployments, imaging, and patch management. A dedicated U.S. Air Force National Guard service member, recognized for strong communication, discipline, and teamwork. Known for collaborating effectively with individuals from diverse professional and cultural backgrounds, while delivering reliable, mission-focused technical support.
Overview
6
6
years of professional experience
4
4
Certifications
Work History
Desktop System Administrator
U.S Tech Solution/The World Bank Group
Washington
02.2023 - Current
- Provide day-to-day end-user and system support through ServiceNow, resolving tickets quickly, while supporting enterprise Windows deployments and lifecycle management across distributed, global environments.
- Deliver Tier II/III troubleshooting for Windows 10/11 desktops, Windows Server 2022/2019 services, and related infrastructure in a complex, international IT landscape.
- Install, configure, and maintain desktop systems and applications; manage OS updates, patching, and compliance tracking for Windows workstations.
- Work with senior engineers and cross-functional teams on infrastructure upgrades, technology refreshes, and system migrations, focusing on minimizing business disruption.
- Create and keep up-to-date technical documentation, including SOPs, knowledge base articles, and system configuration records, to ensure consistent support.
- Administer Microsoft Active Directory, user accounts, Group Policy, workstation authentication, and desktop security policies.
- Monitor system health with tools such as Nagios; support performance, availability, and security monitoring, and assist with backups and restores using enterprise solutions like Veeam. Manage Entra ID (Azure AD) identities, groups, and roles; assign and audit Microsoft 365 licenses, and configure Conditional Access and MFA to secure authentication.
- Use SCCM/ConfigMgr and Microsoft Intune for imaging, application packaging, software deployment, and endpoint configuration.
- Automate desktop administration tasks with PowerShell, including provisioning, configuration, and routine maintenance.
- Perform basic vulnerability assessments with Tenable Nessus, and help manage patches and security updates to meet organizational standards.
- Participate in root cause analysis for service interruptions and recurring desktop issues, and implement corrective actions to prevent future incidents.
IT Technical Support Specialist
Data Service Group/Navy Federal Credit Union
Woodbridge
01.2020 - 02.2023
- Provided comprehensive on-site technical support, including hardware installation, equipment maintenance, diagnostics, and system setup for end users.
- Delivered efficient remote support and help desk services, resolving a wide range of technical issues through phone, chat, and remote-access tools.
- Troubleshot and resolved network-related incidents, including LAN/WAN connectivity issues, router setup, and switch configuration, to ensure reliable network performance.
- Installed, configured, and supported IT infrastructure, desktop systems, laptops, printers, software applications, and related peripherals.
- Administered user accounts in Active Directory and Entra ID (Azure AD), including profile updates, password resets, and policy troubleshooting.
- Diagnosed and resolved network protocol issues involving TCP/IP, DNS, DHCP, and SMB, ensuring consistent access to resources and services.
- Managed workstation patching, updates, and application deployments using mobile device management tools, including Microsoft Intune.
- Created and maintained detailed technical documentation, including SOPs, troubleshooting guides, and knowledge-base articles, to support team efficiency.
- Supported A/V systems, including smart TVs, digital signage, display kiosks, audio systems, and paging equipment.
- Provided advanced support for Microsoft 365, troubleshooting Outlook profile issues, PST/OST files, permissions, calendar sharing, and synchronization problems.
- Utilized ticketing systems such as ServiceNow and Jira Service Desk to document, track, and resolve service requests in accordance with SLA requirements.
- Assisted in building baseline-compliant system images using SCCM to support standardized workstation deployments.
- Delivered accurate and timely incident resolution and service request fulfillment while meeting or exceeding SLA targets.
- Performed installation, configuration, and troubleshooting for Windows operating systems, ensuring proper system performance and security.
- Configured and managed BitLocker device encryption for secure workstation deployment.
- Educated users on best practices for system usage, cybersecurity, and workstation maintenance, to reduce future incidents.
Education
Bachelor of Science - Electrical Engineering
University of Douala
Cameroon07-2016
Skills
- Operating systems: Windows (10/11) and Windows servers (2016–2022)Linux (RHEL, CentOS, Rocky Linux, Ubuntu)
- Virtualization: VMware vSphere 6x, 7x, 8x
- Identity management service and policy: Active Directory, Azure AD/Entra ID, GPOs, Intune configuration settings, GPOs
- Remote access tools: Bomgar & ConnectWise
- Ticketing system: ServiceNow, JIRA Service Desk
- Network protocols: DNS, DHCP, SMB, RDP, SSH, NFS, CIFS
- TCP/IP debugging tools include ping, netstat, nslookup, and tracert
- Microsoft Office Suite : Cloud Platforms Services, Azure, Entra ID (Azure AD), MEM (Intune), M365, OneDrive
- Patch management tools: WSUS, Microsoft Endpoint Management (Intune), and RedHat Satellite
- Enterprise monitoring tools: Nagios
- Storage technologies: Veeam, TrueNAS (NAS), Dell EMC SAN, LVM
- Vulnerability assessment tool: Tenable Nessus
- Endpoint Security Suite: McAfee Endpoint Security
- Imaging tools: SCCM, Intune (Autopilot), Fog
- VPN: Cisco AnyConnect
- Printers: Xerox and HP
- Collaboration tools: Slack, Teams, Confluence, Microsoft Teams
Certification
CompTIA Security +
Clearance
Active DoD Security Clearance
Timeline
Desktop System Administrator
U.S Tech Solution/The World Bank Group
02.2023 - Current
IT Technical Support Specialist
Data Service Group/Navy Federal Credit Union
01.2020 - 02.2023
Bachelor of Science - Electrical Engineering
University of Douala