Jad Banat

IT Service Desk Technician at Crocs Inc. (2024-10 – Present)

Provide IT support for 250+ corporate users, including executive leadership and C-suite. Resolve 20–25 Tier 1 tickets daily with a 95% first-contact resolution rate.

• Provide IT support for 250+ corporate users, including executive leadership and C-suite.
• Resolve 20–25 Tier 1 tickets daily (MFA, VPN, network, device issues) with a 95% first-contact resolution rate.
• Manage user accounts and permissions in Active Directory, Azure AD, and Entra ID.
• Deliver remote support for Mac and Windows devices using BeyondTrust.
• Support 400+ global retail locations with POS, hardware, and connectivity troubleshooting.
• Configure devices and conduct onboarding for new hires.
• Set up and support AV systems for executive board and sales meetings.

IT Customer Support Services Intern at UMass President's Office (2023-04 – 2024-10)

Configured and deployed laptops for new hires and provided IT support to staff across multiple departments.

• Configured and deployed laptops for new hires to ensure seamless onboarding.
• Trained staff on Outlook, Zoom, Slack, Dropbox, Adobe, and Druva.
• Supported 40–50 users weekly with hardware and software troubleshooting.
• Replaced and upgraded outdated hardware across departments.
• Monitored meetings and ensured AV systems functioned properly.
• Used CrowdStrike to monitor security alerts and manage access permissions.

Bachelor of Business Administration in Management Information Systems – University of Massachusetts Lowell (2021-09 – 2025-05)