Maxwell Kwashie

Computer Engineer with 5 years of experience in IT, seeking full-time Computer Analyst, Cybersecurity, and Systems Administrator roles. I am eager to increase and refine my knowledge and experience in Information Technology.

Associate Consultant at Advanced Computer Technologies (MSP) (2025-12 – Present)

• First point of contact regarding any technical issues
• Identify, investigate, and remediate security issues with proper documentation and escalation
• Communicate directly with clients and internal teams, understanding their needs and processing their requests
• Responsible for my assigned tickets; take the initiative to spearhead identified problems
• Create detailed documentation for a variety of operations
• Proactive, outside-the-box thinking on improving areas that can be more streamlined and efficient
• Propose change requests and execute proposed plans once approved
• Network monitoring and investigating using Domotz and Cisco Meraki

Desktop Support Specialist & Cybersecurity Focus at Charles IT (MSP) (2024-02 – 2025-07)

• Promoted from intern to full-time Desktop Support Specialist in 3 months.
• Managed IT services for software, hardware, and infrastructure for 100+ managed companies.
• Troubleshoot client issues with precise documentation using the ConnectWise ticketing system.
• The ticket is independently created while on a live call or taken off the board of the active tickets
• Support on-premises, hybrid, and cloud infrastructures.
• Utilized Microsoft Intune and Azure Active Directory(AD) in user management.
• Security experience in Mimecast, KnowBe4, Microsoft Defender/Security, phishing evaluations, etc.
• MFA, SSO management, and user verification support using DUO, MS Authenticator, and Traceless
• Troubleshoot applications under the Microsoft 365 and Google Suite umbrella.
• Resolve application issues from Microsoft Teams, SharePoint, Zoom, Applied Epic, Salesforce, etc.
• 75% remote troubleshooting; 25% onsite troubleshooting.
• ITGlue usage for internal documentation upkeep and best practice procedures in the form of SOPs.
• Full client onboarding and offboarding decommission experience.
• Phone and email etiquette; positive client reviews are done by Customer Satisfaction Score (CSAT).
• VPN management support, including policy management
• User updates on progress and follow-up before ticket closure.
• Collaborate with vendors and cross-team communication to implement solutions and upgrades.
• Maintained and troubleshooted firewall configurations, ensuring compliance with security standards and alignment with client workflows
• Administered Cisco Meraki switching and firewall infrastructure for a portfolio of contracted clients.
• Policy and conditional access rule creation and management in Microsoft Azure.

On-Site Support Technician at Central Connecticut State University (2021-01 – 2024-01)

• Troubleshoot hardware and software issues for all faculty and students.
• Travel on-site to resolve the active requests, anywhere on campus
• Attend to any walk-in troubleshooting requests
• Utilize Ivanticloud for live ticket acceptance and ticket documentation.
• Troubleshoot Microsoft 365 applications/tools.
• Full staff onboarding and offboarding, including user workstation setups and teardown.
• Maintained and upgraded hardware and software for the university's ESports lounge.
• Phone and email etiquette; In-person interactions for most tickets.
• Handled full computer imaging, deployments, and full user decommissions.
• Asset tagging responsibilities and proper inventory documentation.
• Change requests familiarity and approvals in accordance with department operating procedure.
• Basic network troubleshooting with computers and printers
• Explain to users the source of the issue and the resolution before closing out the active ticket

Bachelor of Science (B.S.) in Computer Engineering & Technology – Central Connecticut State University (2023-12)