Afua Acheampong

Cybersecurity-focused IT professional with over five years of experience supporting enterprise Windows environments, endpoint management, incident troubleshooting, and secure IT operations within DoD and healthcare organizations.

Active Secret Security

Clearance with Interim Top Secret Clearance and CompTIA Security+ certification. Experienced in administering Microsoft Intune, SCCM/MECM, Microsoft 365, Active Directory, ServiceNow, and Remedy in enterprise environments. Proven ability to investigate technical incidents, enforce endpoint security policies, document incident response activities, and collaborate with infrastructure, networking, and cybersecurity teams to maintain secure operations.

Recognized for analytical problem-solving, attention to detail, and the delivery of high-quality technical support in fast-paced environments.

IT Analyst - Regional Network Enterprise Central-National Capital Region – Oneida Technical Solutions (Supporting NETCOM) - Fort Belvoir, VA

(2025-02)

• Administer Microsoft Intune to manage Windows endpoints, deploy enterprise applications, enforce security policies, and maintain endpoint compliance.
• Investigate and resolve endpoint incidents involving Windows devices, Microsoft 365 services, authentication, and enterprise applications.
• Support enterprise endpoint deployment activities, including workstation imaging, software installation, system configuration, testing, validation, and post-deployment troubleshooting.
• Perform remote troubleshooting and configuration of user endpoints, including software remediation, system configuration, connectivity testing, reboot coordination, and validation of successful resolution.
• Manage Windows 11 endpoints using Microsoft Endpoint Configuration Manager (MECM/SCCM), including software deployment and device maintenance
• Analyze recurring endpoint incidents to identify trends, determine potential root causes, and coordinate with engineering and infrastructure teams to implement long-term resolutions.
• Executed Active Directory administration and troubleshooting, including user and computer account support, access-related issues, domain connectivity, and account provisioning/de-provisioning.

Tier III Desktop Support - Holy Cross Hospital Trinity Health - Silver Spring, MD

(2024-07 - 2025-02)

• Support software update and patching initiatives by validating endpoint readiness, identifying failed deployments, troubleshooting installation issues, and escalating complex remediation requirements.
• Administered user accounts and permissions to support secure access management.
• Created, managed, and resolved incidents using the Remedy ticketing platform while ensuring complete documentation.
• Assisted network operations with troubleshooting connectivity and infrastructure-related issues.
• Maintained documentation, escalation records, incident tracking, and follow-up activities.
• Delivered technical training and documentation for enterprise applications.
• Worked collaboratively with infrastructure and support teams to restore services and improve operational performance.
• Managed Active Directory user administration tasks, including account creation, password resets, account unlocks, and security group updates.

Service Desk Technician - Truth Health Inc. - Glen Dale, MD

(2023-09 - 2024-05)

• Delivered Tier II technical support for enterprise desktop systems, applications, hardware, and Windows environments.
• Investigated and resolved user-reported incidents while maintaining established service level objectives.
• Collaborated with networking, systems, and application support teams to restore business-critical services.
• Documented incidents, troubleshooting steps, resolutions, and escalation activities within the enterprise incident management system.
• Utilized ServiceNow to manage service desk tickets and ensured timely resolution according to service level agreements.
• Developed technical documentation and knowledge base articles to improve support efficiency.

Help Desk Support - Milden Systems Consulting - Remote

(2020-09 - 2023-08)

• Installed, configured, upgraded, and maintained enterprise Windows workstations and software.
• Supported infrastructure deployments, operating system upgrades, and enterprise technology initiatives.
• Coordinated technical project tasks to ensure timely completion and successful implementation.
• Maintained knowledge of current enterprise hardware, software, and security technologies.
• Created and maintained knowledge base articles, SOPs, and technical documentation.
• Assisted with VPN access, hardware installations, and software upgrades.

Bachelor of Science - Computer Science - University of Maryland Eastern Shore