Jacky Chen

Experience

1. IT Support Technician · Macktez

   October 2022 – Present

   New York, NY

   • Managed IAM lifecycle operations (provisioning/deprovisioning) for 1,500+ users across Active Directory, JumpCloud, M365, and Google Workspace, enforcing RBAC and least-privilege principles to reduce unauthorized access risks.
   • Orchestrated MFA enforcement and SSO deployment across 30+ client environments, implementing Zero Trust access controls and hardening identity security posture.
   • Automated deployment and OS patching for 1,400+ Windows and macOS endpoints using NinjaRMM and Addigy MDM, maintaining system compliance and minimizing operational downtime.
   • Resolved 2,000+ Tier 1–3 tickets via Freshservice within strict SLA deadlines and authored 20+ knowledge base articles to streamline escalation workflows.
   • Designed and deployed network infrastructure upgrades (switches, firewalls, and access points) across 10+ client locations.
   • Created custom PowerShell and Bash scripts to automate routine endpoint management, software deployments, and system configurations, significantly reducing manual overhead.

Education

1. M.S. Computer Information Systems (Cybersecurity)

   Expected May 2027

   Baruch College, Zicklin School of Business · New York, NY

2. B.B.A. Computer Information Systems (Data Analytics)

   May 2022

   Baruch College, Zicklin School of Business · New York, NY

Certifications

1. CompTIA Security+ (SY0-701)

   Earned February 2026

   CompTIA

Technical Skills

Identity & Cloud

Active Directory, Microsoft Entra ID, Okta, JumpCloud, Microsoft 365, Google Workspace, AWS, MFA, SSO, RBAC

Security & Endpoint

Huntress, Malwarebytes, 1Password, MDM, Windows 11, macOS, iOS, Android

Networking

Cisco, SonicWall, Ubiquiti, Peplink, Juniper, VLANs, VPN, DNS, DHCP, TCP/IP, Firewall Rule Management

Backup & Recovery

Datto, Backblaze, CloudAlly

RMM & Ticketing

NinjaRMM, Addigy, Freshservice

Scripting

Bash, PowerShell, Python

Languages

Cantonese (fluent)