Edmund Owusu

IT Support Engineer with 4+ years of experience supporting enterprise environments with a strong focus on Microsoft 365 administration, identity management, and endpoint security. Hands-on experience with Azure AD (Entra ID), Active Directory, MFA, and device management using Intune. Proven ability to manage user accounts, troubleshoot complex system issues, and support secure IT operations.

IT Support Engineer - OneDigital - Chicago, IL

(2024-02)

• Provided tier 2 support for enterprise users in Microsoft 365, Windows, and network settings.
• Managed user accounts, licensing, and access provisioning in Microsoft 365 and Azure AD.
• Performed password resets, account unlocks, and MFA troubleshooting.
• Handled onboarding and offboarding processes across Active Directory, Entra ID, and Microsoft 365.
• Assisted with implementing conditional access policies and identity security measures.
• Supported VPN connectivity and endpoint troubleshooting.
• Facilitated SCCM to Intune migration and device enrollment.
• Utilized PowerShell for user management and system tasks.
• Supported macOS and iOS device lifecycle management using Jamf and Apple Business Manager for enrollment, configuration, and updates.
• Aided in hybrid identity management across Azure Active Directory and Okta, managing access, multi-factor authentication, and user lifecycle processes.
• Maintained Microsoft Teams Rooms and enterprise collaboration systems for efficient communication.
• Supported enterprise print services via PrinterLogic, including configuration and troubleshooting for reliability.

IT Field Support Technician - United Airlines

(2023-09 - 2024-02)

• Assisted enterprise users with hardware, operating system, and application challenges.
• Executed imaging, deployment, and upgrade processes for systems.
• Delivered desk-side support during IT deployment initiatives.
• Resolved issues related to Windows, macOS, and mobile devices.
• Set up and deployed endpoint devices for onboarding new employees, facilitating rapid and secure access.
• Maintained comprehensive documentation of incidents and solutions, creating a knowledge base to enhance troubleshooting efficiency.

IT Desktop Support - Advocate Christ Healthcare

(2023-01 - 2023-09)

• Assisted with management of active directory accounts, including executing password resets and configuring permissions.
• Troubleshot and resolved issues associated with printers and applications within the system.
• Supported healthcare professionals in a corporate environment.
• Facilitated ticket resolution processes via the ServiceNow platform.
• Addressed help desk inquiries, resolving hardware, software, and network issues to maintain operational functionality.
• Provided endpoint and access assistance to promote system availability and enhance user productivity.

IT Support Associate - Amazon

(2021-11 - 2022-10)

• Managed daily resolution of 30-50 support tickets, maintaining a zero-backlog record in one of the nation's busiest IT environments.
• Set up and prepared desktops and laptops for new hires, facilitating smooth onboarding during peak hiring.
• Managed user provisioning and access control within Active Directory, ensuring secure, efficient account lifecycle management and compliance with security policies.
• Supported hotel management systems and peripheral devices, ensuring uninterrupted service delivery and operational stability.

A.A.S. - Cybersecurity - College of DuPage

B.S. - Cybersecurity - Lewis University (2025-12)