Michael Adu-Owusu

About Michael Adu-Owusu

As a Technical Support Engineer at OneDigital, I provide day-to-day staff and VIP support and technical solutions using various hardware and cloud platforms. I have a complex understanding in computer systems networking and telecommunications, and I have obtained multiple certifications in hardware, software, and cloud. In my current role, I leverage my working knowledge of Active Directory, Microsoft Azure, Microsoft Entra, Sharepoint, Mimecast, Microsoft Intune, SCCM, Cisco Meraki, Crowdstrike, Zoom, O365, Powershell, MS Teams, Mitel Director, Connectwise Control/Automate, VMWare, Palo Alto. I also have experience with room-based videoconferencing, VoIP and SIP/H323 protocol using Zoom, MS Teams, Dialpad and Mitel. I enjoy working with a diverse and collaborative team, and I am always eager to learn new skills and technologies. I am passionate about delivering high-quality IT services and solutions that enhance the productivity, infrastructure and satisfaction of the staff and the organization.

Experience

1. Technical Support Engineer

   OneDigital

   Dec 2023 — Present · Chicago, IL, US

   Administered and managed user accounts, groups, and permissions in Active Directory and Azure Active Directory (Azure AD).• Participated in enterprise software rollouts.• Managed onboarding/offboarding workflows in our SSO solution.• Implemented and maintained identity and access management solutions using Okta and Entra.• Managed email services and user accounts through the Exchange Admin Center.• Configured and managed mobile devices using Microsoft Intune and Mobile Device Management (MDM) solutions.• Deployed and maintained Cisco Meraki network devices, ensuring secure and efficient network operations.• Monitored and managed network security through various firewalls and security protocols.• Utilized System Center Configuration Manager (SCCM) and Microsoft Endpoint Configuration Manager (MECM) for software deployment, updates, and patch management.• Conducted regular audits and asset management using Lansweeper.• Managed and supported cloud infrastructure on Microsoft Azure, including virtual machines, storage, and networking.• Administered Office 365 (O365) and SharePoint for collaboration and productivity solutions.• Provided support and administration for telecommunications systems such Dialpad and Five9.• Utilized Postman for API testing and integration support.• Delivered technical support to over end-users, resolving hardware, software, and network issues.• Conducted root cause analysis and implemented solutions to prevent recurring issues.• Created and maintained comprehensive documentation for IT processes, procedures, and configurations.• Trained end-users and team members on new technologies and best practices.

Education

• University of Illinois Urbana-Champaign

  Engineering Technology, General