Jherica Ijames

IT Support Specialist @Nic Map

Raleigh, NC, US

Enhance company-wide IT operations and security measures to ensure smooth day-to-day administrative functions remotely by administering Azure and Microsoft 365 environments. Improve user experience across the organization by managing and prioritizing support requests, focused on resolving complex technical issues.Created an IT support ticketing system that streamlined processes for troubleshooting, account setup, licensing, equipment procurement, and security inquiries, as well as enhanced operational efficiency and accountability across the team; leveraged system data analytics to identify trends and challenges to optimize decision-making in IT support management.Developed SharePoint sites tailored to IT support and troubleshooting demands; established a centralized knowledge base that empowered the IT team and end-users to independently resolve common issues through accessible troubleshooting guides and best practices.Led the successful rollout of the SupTask project by overseeing configuration, communication strategies, and the creation of supporting knowledgebase articles for seamless integration.Serve as a primary liaison between the company and external vendors including Dell to streamline communication and support processes.Currently enhance IT service management by developing PowerBI dashboards that provide detailed insights into ticket status and CVE management to drive strategic improvements and operational transparency.Foster a culture of cybersecurity awareness through targeted training sessions and regular updates to security protocols which empower employees to safeguard digital assets.Maintain robust security and system integrity by administering critical IT tools and environments including Black Breach, SentinelOne, and PluralSight.Bolster organizational security protocols by actively contributing to key security projects.

North Carolina Agricultural and Technical State University

Master of Science - MS

North Carolina Agricultural and Technical State University

Bachelor of Arts - BA