Lizzette R.

About Lizzette R.

I’m a dedicated and versatile IT professional with hands-on experience supporting…

Experience

1. Technical Support Analyst

   Metropolitan Transportation Authority

   Apr 2024 — Present · New York, NY, US

   Configure and deploy hardware using Azure pre-provisioning, ensuring efficient and standardized setups for both macOS and Windows 11 environments.•Provide remote and on-site support for application, hardware, and mobile device issues, ensuring minimal downtime for users across departments.•Set up and troubleshoot multi-factor authentication (MFA) with Duo Mobile, and resolve mobile device configuration problems across iOS and Android.•Configure and support Zscaler VPN for secure remote access, and deploy Citrix virtual desktops, enabling users to securely access cloud-based environments and profiles.•Manage Active Directory accounts, including user creation, access provisioning, and group policy administration.•Deliver executive-level support and serve as the primary point of contact for the Operations Control Center (OCC)—a high-priority team requiring immediate response and incident resolution.•Assist with special event setups, testing and deploying IT and AV technology to ensure seamless functionality before live use.•Maintain and update hardware and ticket records in ServiceNow, while collecting and reporting data on device performance and lifecycle needs to project managers.•Collaborate with the Cybersecurity team to review system and network vulnerability reports, assess threat levels, and coordinate the removal or remediation of security risks.•Actively participate in ongoing vulnerability management, including report analysis and system auditing to support organizational security initiatives.•Prioritize support tickets based on operational urgency, ensuring critical systems and teams receive timely resolution and communication.