Ivan LaFollette
Mount Airy,MD
Summary
10+ years of experience as an IT technician, systems administrator, and network administrator. CompTIA A+, Security+, Network+ certifications. M.S. in Digital Media Management.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Scientific Support Technician
National Institutes of Health/NIH/NIMH/DLH Contractor
08.2023 - Current
- Providing hardware and software support for a scientific research team at NIH/NIMH
- Coordinating with support teams, desktop, network, security, HQ, to resolve ServiceNow tickets
- Providing daily of end user issues, from Outlook to printers to VPNs to installing apps
- Imaging Windows and Mac desktops and laptops via JAMF and SCCM/Configuration Manager
- Following directives from the security team to resolve potential computer vulnerabilities
- Managing IAM for users on their devices and machines
- Installing and supporting Microsoft 365 and proprietary research apps
- Configuring devices with software such as Ivanti, BitLocker, and FileVault
- Onboarding PIV ID cards, syncing to devices, renewing certificates for users
- Supporting Windows, Linux, macOS, and iOS operating systems
- Applying hardware and operating hot fixes, updates, and upgrades per the ISSO directives
- Participating in Mac, support, and security departments meetings
- Managing devices and users in Active Directory
- Configuring and managing devices via MobileIron MDM
- Troubleshooting Linux machines and installing RHEL
- Contributing to system-wide campaign to upgrade Macs to Ventura and Sonoma.
IT Engineer
Carroll County Youth Service Bureau
03.2021 - 04.2023
- Planned and implemented new SharePoint sites for clinician data
- Ensured the digital and physical security and CIA of HIPAA-governed data
- Provided helpdesk responses for clinician IT issues via ConnectWise tickets
- Oversaw hardware and software support for Windows 10 workstations
- Administrated Azure AD and Microsoft 365 user accounts, groups, and licenses
- Diagnosed and repaired PCs, laptops, and mobile devices: Android, iOS, macOS, Windows
- Assisted offsite and remote clinicians in the field making site visits
- Managed wired and wireless networking hardware—servers, switches, routers, and APs
- Supported peripherals such as copiers, printers, projectors, and video cameras
- Coordinated technology onboarding, offboarding, and ID badge management
- Created documentation on Microsoft 365, cybersecurity, and technology usage
- Communicated with the agency’s MSP for elevated technology responses
- Coordinated third-party providers for hardware repair and replacement
- Provided an advisory role to the agency’s COO for technology planning.
Media Technician
University of Oregon
01.2014 - 01.2017
Media Producer
Media Services, Lane Community College
2012 - 2012
Desktop Support
Lane Student Computer Center
2011 - 2011
IT/Systems Administrator
PCOE/The Donaldson Group
2006 - 2010
- Delivered IT support for over 300 end-users at eighteen different remote locations
- Regularly traveled to resolve desktop and infrastructure issues at rental offices
- Managed a Windows Active Directory (AD) Server 2003 and Server 2008 environment
- Created and maintained AD groups, user licenses, and permissions
- Installed a company intranet using Windows SharePoint Services (WSS)
- Configured and supported Cisco networking devices
- Administered the LAN and endpoints at the corporate headquarters
- Provided offsite support for POTS telephony and internet connectivity services
- Configured Windows desktops, laptops, mobile devices, and their applications
- Deployed Windows XP workstations and implemented Windows 7 migrations
- Supported e-mail accounts on Microsoft Exchange Server and Outlook online
- Monitored and resolved WAN (RADIUS/PPTP VPN) remote access
- Managed peripherals such as printers and TVs for video conferencing.
Helpdesk Agent, IT Technician
Absolute Quality/USRobotics
2005 - 2006
- Resolved Tier I customer tickets related to wired/wireless routers, modems, switches, APs
- Diagnosed operating system, server, hardware, and networking protocol issues
- Delivered prompt e-mail and telephone technical support to customers.
Helpdesk Agent, IT Manager, System Administrator, Network Administrator
Sensible Software
2000 - 2003
- Coordinated Tier I and Tier II technical support for customer issues
- Administrated Windows NT, Server 2000, and Server 2003 environments
- Oversaw domain controllers, file sharing, and the Windows Exchange server
- Managed the LAN switches and routers, and the Internet gateway
- Provided desktop support to internal company users and their workstations
- Developed documentation, FAQ, and KB for processes, software bugs, and user inquiries
- Revamped the company website using CSS, HTML, and JavaScript.
Skills
- Microsoft Azure, Active Directory, and O365 administration
- Managing users, groups, and licenses
- SCCM for Windows OS imaging
- JAMF for macOS management
- Updating and upgrading macOS and iOS devices
- Windows AD and Exchange server management
- LAN/WAN administration with TCP/IP, DNS, DHCP
- Cybersecurity and endpoint security
- Device deployment using Autopilot and Intune
- Installation of hardware and software
- Supporting Microsoft Office 365 apps
- Identity and Access Management (IAM)
- Safeguarding PII and PHI per NIST and HIPAA
- Management of SharePoint and Teams
- Configuration of printers, scanners, VOIP, cameras
- Providing end-user support through ticket systems
- Creating documentation and knowledge base articles
Certification
- CompTIA A+
- Network+
- Security+
- Microsoft 365 Fundamentals
- AWS Certified Cloud Practitioner
Education
Master of Science - Digital Media Management
Arkansas State University
Bachelor of Science -
University of Oregon
Timeline
Scientific Support Technician
National Institutes of Health/NIH/NIMH/DLH Contractor
08.2023 - Current
IT Engineer
Carroll County Youth Service Bureau
03.2021 - 04.2023
Media Technician
University of Oregon
01.2014 - 01.2017
Media Producer
Media Services, Lane Community College
2012 - 2012
Desktop Support
Lane Student Computer Center
2011 - 2011
IT/Systems Administrator
PCOE/The Donaldson Group
2006 - 2010
Helpdesk Agent, IT Technician
Absolute Quality/USRobotics
2005 - 2006
Helpdesk Agent, IT Manager, System Administrator, Network Administrator
Sensible Software
2000 - 2003
Master of Science - Digital Media Management
Arkansas State University
Bachelor of Science -
University of Oregon
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