Guttman Community College, CUNYService Desk Technician
Manhattan, NY · part-time
Acting team lead duties since August 2026.
Service Desk Technician from June 2024, after starting as IT Help Desk Assistant in November 2022. Rated Exceeds Expectations on my most recent review.
- Acting team lead since August 2026, assigning tasks and following up with staff on completion.
- Resolve end-user hardware, software, and network issues and manage tickets through the full ServiceNow lifecycle.
- Supported campus Windows imaging with SCCM, including task sequence configuration input and PXE troubleshooting.
- Administer accounts and mail across Active Directory, Microsoft 365, Exchange Online, Windows Server, and JumpCloud.
- Led email authentication projects, including DKIM signing and DNS CNAME setup for CampusGroups, Constant Contact, and Slate.
- Troubleshoot mail relay and bounces through Proofpoint, including sender allowlisting and inbound domain validation.
- Wrote the CUNY Login MFA Tool Training Guide that help desk staff use for account lookups, factor resets, and lockouts.
- Supported the student email tenant migration and served as point of contact for a Varonis vendor evaluation.
- Support Windows and macOS hardware, VPN, mobile devices, and printers.