AMANUEL EDOSSA
Silver Spring
Summary
Dynamic Junior Cybersecurity Analyst with proven expertise at PBGC/SAIC in secure network design and problem-solving. Enhanced help desk efficiency by 25% through innovative workflow optimizations. Proficient in endpoint protection and adept at navigating complex technical challenges, ensuring high customer satisfaction and operational excellence in fast-paced environments.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Junior Cybersecurity Analyst & Senior Technical Support Engineer
PBGC / SAIC
Washington
02.2022 - Current
- Provide Tier II/Tier III service desk and deskside support for 100+ enterprise users in a federal environment supporting mission-critical operations.
- Troubleshoot and resolve complex hardware, software, printer, VPN, Zscaler, Wi-Fi, LAN, TCP/IP, DNS, and DHCP connectivity issues.
- Support Windows 11 workstations, Microsoft 365 applications, Outlook, Teams, SharePoint, OneDrive, and enterprise collaboration platforms.
- Administer Active Directory and Entra ID user accounts including password resets, permissions, access provisioning, security groups, and Windows file permissions.
- Support onboarding and offboarding activities including workstation deployment, systems imaging, laptop configuration, software installation, and endpoint setup.
- Install, configure, maintain, and upgrade desktops, laptops, printers, monitors, docking stations, mobile devices, and peripheral hardware.
- Managed ServiceNow ticket queues to ensure SLA compliance and achieve timely incident resolution and high customer satisfaction.
- Perform remote and onsite technical support through phone, email, remote tools, and in-person assistance.
- Coordinated issue escalation and resolution with cybersecurity, infrastructure, networking, and engineering teams to facilitate effective problem-solving.
- Developed technical documentation, troubleshooting procedures, and knowledge base articles that enhanced service desk efficiency.
Technical Support / Windows OS Migration Specialist
MedStar Washington Hospital Center
Washington
10.2021 - 01.2022
- Supported Windows 10 migration projects, ensuring seamless desktop deployment, efficient workstation imaging, and proper endpoint configuration and software installation.
- Troubleshot Office 365, VPN connectivity, printers, desktop systems, enterprise applications, and network-related issues, enhancing user experience in a healthcare environment.
- Performed Active Directory administration including user provisioning, password resets, permissions management, and account support.
- Assisted with onboarding activities including laptop deployment, hardware setup, workstation configuration, and technical support.
- Delivered customer-focused technical support, ensuring accurate ticket documentation and timely resolution of issues to maintain high service levels.
Tier II/III Technical Support Specialist
U.S. Securities and Exchange Commission & FEMA
Washington
02.2020 - 05.2021
- Delivered Tier II/Tier III help desk and desktop support for federal users, executives, and VIP personnel in secure enterprise environments, ensuring operational continuity.
- Diagnosed and resolved escalated hardware, software, printer, application, and network connectivity incidents while meeting SLA requirements.
- Supported Windows workstations, Active Directory, VPN connectivity, remote support tools, and enterprise desktop operations.
- Managed ServiceNow incident tickets while documenting troubleshooting activities and technical resolutions, facilitating effective communication with users.
- Assisted users with Microsoft Office applications, Outlook, account access, password resets, and printer troubleshooting.
- Escalated unresolved incidents to system administrators, infrastructure teams, and engineering personnel.
Healthcare IT Support Specialist & Healthcare Administration
MedStar Washington Hospital Center
Washington
12.2014 - 01.2020
- Provided desktop and service desk support, troubleshooting hardware/software for healthcare staff and enterprise users to enhance user experience.
- Supported onboarding/offboarding processes, endpoint management, Active Directory administration, and IT asset tracking initiatives.
- Provided VPN troubleshooting, printer support, remote assistance, and network connectivity support for enterprise users.
- Assisted with workstation deployments, desktop imaging, software installation, and endpoint troubleshooting activities.
- Improved help desk ticket resolution efficiency by 25% through workflow optimization and support process improvements.
- Developed technical documentation and end-user training materials to minimize recurring incidents and streamline operational processes.
Education
Master of Science - Information Technology & Healthcare Ad
University of Maryland Gobal Campus
Adelphi, MD05-2013
Master of Science - Molecular Biology
Martin-Luther University
Halle-Wittenber, Germany06-2003
Skills
- User support techniques
- Remote support
- Security protocols
- Endpoint protection
- Data encryption
- Technical documentation
- Problem-solving
Websites
Languages
English
Full Professional
German
Full Professional
Norwegian
Elementary
Afrikaans
Native/ Bilingual
Affiliations
- Volunteer, Howard University Hospital, Medical research (2004-2005)
Accomplishments
- Top Performer Award, SAIC-PBGC, Customer satisfaction, 2024
Certification
- • CompTIA A+ from CompTIA
• CompTIA Security+ from CompTIA
• MCSE from Microsoft Corporation
• Microsoft Azure Fundamentals from Microsoft Corporation
• Zscaler Zero Trust Certified Associate from Zscaler
Timeline
Junior Cybersecurity Analyst & Senior Technical Support Engineer
PBGC / SAIC
02.2022 - Current
Technical Support / Windows OS Migration Specialist
MedStar Washington Hospital Center
10.2021 - 01.2022
Tier II/III Technical Support Specialist
U.S. Securities and Exchange Commission & FEMA
02.2020 - 05.2021
Healthcare IT Support Specialist & Healthcare Administration
MedStar Washington Hospital Center
12.2014 - 01.2020
Master of Science - Information Technology & Healthcare Ad
University of Maryland Gobal Campus
Master of Science - Molecular Biology
Martin-Luther University