A

Adam Mace

About

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Florida, United States

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Résumé


Jobs verified_user 0% verified
  • Guidehouse
    Tier 2 Support Analyst
    Guidehouse
    May 2024 - Jan 2026 (1 year 9 months)
    Demonstrate expertise in delivering high-level technical support for cloud and on-premises systems, including troubleshooting, diagnosing, and resolving complex hardware, software, and network issues. Configure, deploy, and maintain various aspects of Windows Server and SQL environments. Introduce automated tasks and troubleshoot problems through PowerShell and other scripting tools, including Bomgar, Outlook, ServiceNow, Snipping Tool, Microsoft Azure Remote Desktop, MS Teams, and Chrome; perform basic network troubleshooting via CMD pinging. Track, update, and close support requests within the ServiceNow ticketing system and initiate escalations when necessary. Create detailed technical documentation, including policies and procedures, an
  • Cognosante
    Support Services Analyst
    Cognosante
    Nov 2022 - Jan 2024 (1 year 3 months)
    Conducted rigorous 24/7 cloud monitoring on multiple platforms, including Azure and AWS, escalating critical issues to maintain uninterrupted service; operated in an MSP-like environment, receiving alerts via GFE monitoring email, creating SNOW tickets, and notifying the on-call team for a government agency to address cloud service issues. Tracked and updated support tickets through Samanage and SNOW, providing knowledgeable support to clients with initial sign-on and resolving MFA challenges, enhancing user experience by guiding them in the student loan process. Completed 850 to 1,000 patient matches daily in Verato, responding promptly to emergency alerts to maintain optimal data accuracy and patient safety. Obtained T4 public security cl
  • L
    Service Desk Specialist
    LOAN DEPOT
    Mar 2022 - Aug 2022 (6 months)
    Acted immediately in response to real-time system alerts with the goal of restoring user functionality with minimal disruption to the daily workflow of 200+ clients. Investigated, diagnosed, and remediated challenging hardware and software issues, utilizing remote connection applications to deliver support for off-site mobile devices. Participated actively in software installations, mailbox access edits, and user training sessions. Transferred higher-level issues to the appropriate department, streamlining resolution paths and incident management processes. Resolved a broad range of technical issues, from network complications to peripheral problems, by devising and implementing effective solutions.
  • M
    Sr. Support Analyst
    Mutual Mortgage
    Oct 2021 - Mar 2022 (6 months)
    Reviewed, assessed, and enhanced the approval process for generating O365 groups and implemented spreadsheet improvements, ultimately boosting equipment allocation efficiency by 20%. Performed in-depth troubleshooting on VOIP, softphone, and desk phones using Mako Stereo Admin tools and partnered with the Security team to integrate solutions in 3,500 PCs to ensure company-wide compliance. Spearheaded the launch of numerous tech groups, including Cofense, CrowdStrike, and Intune, in collaboration with project teams. Completed PC modifications and imaging within mortgage environments, featuring Encompass, Reverse Vision, Credit Plus, and Mortgage Workspace.
  • W
    Safety & Security Officer
    Wind Creek
    Aug 2021 - Oct 2021 (3 months)
    Located and reclaimed misplaced items while assisting with facility management, providing guest service, and overseeing asset security through vigilant monitoring and reporting, thus minimizing losses. Implemented equipment maintenance initiatives which resulted in a significant improvement in operational efficiency and extended machinery longevity.
  • Tierpoint
    Help Desk Level 1 & 2
    Tierpoint
    Sep 2018 - Jul 2021 (2 years 11 months)
    Studied, analyzed, and resolved customer problems, ensuring precise issue resolution and customer satisfaction, consistently receiving 10-star reviews. Collaborated with Wells Fargo System Administrators to streamline labor scheduling, parts documentation, and task efficiency.
Education verified_user 0% verified
  • F
    Associate's Degree in Computer Engineering
    Florida State College
    Jan 2026
    EXPECTED GRADUATION 2026
  • Metropolitan Community College
    Associate's Degree in IT Server Administration
    Metropolitan Community College
    Jan 2017
    GPA: 3.7; Dean's List All Semesters