Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

RYAN MORALES

Hyattsville

Summary

IT professional with 7+ years of experience in Help Desk and System Administration providing customer service to Tier I, II and III desktop support. Enthusiastic, highly organized, efficiency oriented, personable professional with positive attitude and ability to see opportunity in challenging situations. Experience with ServiceNow, Remedy, Cherwell, Apple, Droid, Windows ( Versions 10 and 11), Active Directory, LADP, Citrix, VPN, VDI, and BOMGAR.

Overview

12
12
years of professional experience

Work History

Senior Service Desk Tech

Mitre Corporation
McLean
03.2021 - Current
  • Provided technical support for internal and external systems, ensuring seamless operations for government-sponsored projects
  • List of Applications supported Jamf Pro Device Management Tool, Office 365, SCCM, Zscaler VPN Client, Global Protect VPN Client, Citrix Work Space Web and Client app, Splunk, vSphere, Active Directory
  • Served as the Subject Matter Expert (SME) for Zscaler & GlobalProtect VPN, handling firewall filtering, security waiver processes, and troubleshooting access issues
  • Managed Office 365 suite and VPN applications (Zscaler & GlobalProtect) across Windows, macOS, and mobile endpoints
  • With Zscaler we Transform our modern, distributed environment with zero trust network access (ZTNA) that's secure, fast, and easy to deploy
  • Used the ZIA ( Zscaler Internet Access ) Client Connector Admin to investigate Registrations and client troubleshooting
  • Used Zscaler Private Access (ZPA) have multi-cloud infrastructures within Mitre and External Sponsor Networks and AWS Environments
  • Utilized Splunk to analyze network traffic, ports, and web categorization for security and connectivity troubleshooting
  • Maintained Zscaler Admin Tool to verify web access, troubleshoot app segments, and ensure smooth connectivity to third-party and sponsor networks
  • Provided Active Directory support for password resets, account unlocks, and user access management
  • Supported Citrix Workspace (MBridge), using Citrix Director to monitor, troubleshoot, and manage Windows 10\11 VM segments
  • Elevated to Virtual Endpoint SME, managing VM decommissioning, provisioning, and troubleshooting via Citrix StoreFront and vSphere
  • Performed patch deployment and system maintenance using SCCM for Windows devices
  • Collaborated with the Mac Sec Team, ensuring system patches, policy enforcement, and device enrollment via Jamf for macOS and Apple mobile devices
  • Designated as the Mac Sec SME, supporting Mac security policies, software deployments, and device management
  • Managed major IT outages, ticket triaging, and issue resolution through the Cherwell Ticketing System for the 3 SME roles that I have maintained during my coverage shift
  • Collaborated with Engineering team as a Liaison from SD making sure issues were communicated successfully in both directions

DSC Incident Tech

Census Bureau
Greenbelt
01.2019 - 12.2021
  • Nationwide application and user account support for the 2020 Census roll out
  • Managed mail list as a Lotus Notes Admin
  • Prepared new Laptops and Mobile Phones for deployment to new Clients for Regional Census Centers and other Satellite offices
  • Administration of user rights and credentials in Active Directory
  • Provides in-depth support for all in house Mobile applications
  • Creates and resolves tickets using the Remedy with Smart IT ticketing system
  • Production server user management with the use of the Admin Console web tool
  • Utilized Airwatch MDM software
  • Managed RSA Token Distributions and queue
  • Created and worked brake fix tickets on Census Laptop/Desktop and Mobile devices
  • Managed and monitored any and all VDI connections and services
  • Monitored 4500 site nodes for all of the Satellite offices for the 2020 Census
  • Have extensive usage with the Solarwinds application
  • Worked with the overnight crew to monitor all of the remote Census Sites and all of the Island Area Offices
  • Monitors downed sites in the Solarwinds application and reached out to assess the damage/root cause of site outages

Tier 2 Technical Support

DBCIT
Washington
07.2014 - 09.2018
  • Nationwide application and user account support for Public Building Services employees and contractors for the General Services Administration
  • Import and Export of PBS Portal accounts for both internal and external usage
  • Administration of user rights and credentials in the PBS Portal (Intranet and Extranet)
  • Creates and resolves tickets using the ServiceNow ticketing system
  • Provides in depth support for PBS web applications
  • Repaired and replaced Mobile devices (Apple and Android) and Laptops
  • Prepared new Laptops and Mobile Phones for deployment to new Clients
  • Production server user management via LDAP using OpenDJ
  • Utilized Maas360 MDM software

Tier 2 Support Lead

TeKSystems / EPA
Washington
01.2014 - 06.2014
  • Monitored Remedy queue divide out tickets to 35 tier 2 help desk techs and perform nightly and weekly reports to the Project Manager
  • Dealt with all VIP users and performed duties such as remap network drives and repair or exchange hardware
  • Utilized active directory to change user's passwords and reassign new computer names
  • Monitored employees' daily tasks and that SLA's were met for tickets that were assigned and SOPs were followed while completing their assigned tickets

User Support Tech

Washington
08.2013 - 06.2014
  • Provided Tier I, II, and III desktop support varying from software installs to re-mapping network printers
  • Migrated various Dell PCs from Windows XP to Windows 7 using pre-configured disk images and network stored Images
  • Utilized Light Touch (Microsoft Deployment Toolkit) application to capture user data and system settings and they restore them on newly imaged PCs
  • Used active directory to move users to various OUs for deployment of Win 7 image and data back up to MDT server
  • Apply Bitlocker with 128bit encryption to every completed PC and verify all of the user's data integrity
  • Perform Break Fix tickets such as replacing hard drives to Expanding Ram memory

Tier 2 Help Desk

The World Bank
Washington
11.2012 - 08.2013
  • Utilized MDM programs such as BES/BAS (Blackberry Enterprise Server/Blackberry Admin Service), MobileIron, BoxTone to monitor and configure mobile devices
  • Supported software updates for all laptops, mobile phones, tablets including Microsoft's Surface Tablet and Android/Apple IOS devices
  • Supported walk in clients with on the spot customer service and resolve issues on the spot or provide a solution
  • Monitored remedy queue and was also responsible for closing the minimum of 12 tickets daily including walk in client's issues meeting the SLA
  • Audit inventory logs for devices ordered, replaced devices, unrepairable devices
  • Preform Break fix's for IPhone and IPad devices along with laptops and desktop PC's
  • Removed Viruses/ Malware/ Spyware from PC's, laptops, and android mobile devices
  • Provided support for any Macintosh devices and its peripherals and Windows ranging from Windows XP through Windows 7
  • Installed OS's ranging from Windows 7 to Mac OSx including software and drivers on either system

Education

Associates - Network Admin and Securty

ASA School of Tech
Brooklyn, NY

Skills

  • Technical support
  • Active Directory
  • VPN management
  • Device management
  • Network troubleshooting
  • Ticket resolution
  • Customer service
  • Team collaboration
  • Incident management
  • Documentation skills
  • Problem solving
  • Time management
  • User training
  • Communication skills
  • System monitoring
  • Analytical thinking
  • Microsoft Word
  • Organization and time management
  • Data management
  • Team building
  • Interpersonal communication
  • Collaboration
  • Planning
  • Analytical
  • Project planning
  • Troubleshooting
  • Critical thinking
  • Maintenance & repair
  • Problem resolution
  • Supervision and leadership

References

References available upon request.

Timeline

Senior Service Desk Tech

Mitre Corporation
03.2021 - Current

DSC Incident Tech

Census Bureau
01.2019 - 12.2021

Tier 2 Technical Support

DBCIT
07.2014 - 09.2018

Tier 2 Support Lead

TeKSystems / EPA
01.2014 - 06.2014

User Support Tech

08.2013 - 06.2014

Tier 2 Help Desk

The World Bank
11.2012 - 08.2013

Associates - Network Admin and Securty

ASA School of Tech

Similar Profiles

  • Jaden Jeong

    Jaden JeongJaden Jeong

    Senior Financial Analyst at Mitre CorporationSenior Financial Analyst at Mitre Corporation

    View Profile
  • TIANYI (SUSIE) ZHANG

    TIANYI (SUSIE) ZHANGTIANYI (SUSIE) ZHANG

    Marketing & Communications Project Coordinator at MITRE CORPORATIONMarketing & Communications Project Coordinator at MITRE CORPORATION

    View Profile
  • TYNISHA L. RHONE

    TYNISHA L. RHONETYNISHA L. RHONE

    Office Admin Specialist IV at MITRE CorporationOffice Admin Specialist IV at MITRE Corporation

    View Profile
RYAN MORALES