Resume | Zachary Helbig

Professional Experience

Level 2 Help Desk Engineer

i-Tech Support inc. — Orlando, FL

Dec 2025 – Present

Handle escalated technical issues and provide advanced troubleshooting for enterprise clients
Mentor and train Level 1 Help Desk Technicians on technical processes and best practices
Lead complex infrastructure projects including cloud migrations and security implementations
Manage enterprise Microsoft 365 environments, Azure AD, and Intune device management
Deploy and configure Cisco Meraki networking equipment and Huntress EDR security solutions
Develop automation solutions and custom tools to improve operational efficiency
Serve as technical escalation point for critical incidents and outages

Help Desk Technician

i-Tech Support inc. — Orlando, FL

Jul 2024 – Dec 2025

Provided comprehensive technical support for managed service provider clients across various industries
Managed Microsoft 365 administration including user provisioning, licensing, and Exchange Online configuration
Configured and maintained Cisco Meraki network infrastructure for multiple client sites
Deployed and managed Huntress EDR security tools for endpoint protection and threat detection
Implemented Thread AI automated ticketing system, including creating custom Microsoft Teams apps for client deployment
Administered Azure Active Directory, implementing conditional access policies and security best practices
Performed endpoint management using Microsoft Intune for device configuration and compliance

Branch Banker

PNC Bank — Orlando, FL

Jul 2022 – Apr 2024

Delivered exceptional customer service in high-volume banking environment
Processed financial transactions with precision and attention to security protocols
Maintained strict confidentiality and compliance with banking regulations
Developed strong problem-solving skills through complex member account issues

Certifications

CompTIA A+

Issued: June 2024

CompTIA Network+

Issued: July 2024

CompTIA Security+

Issued: September 2024

Microsoft Azure Fundamentals (AZ-900)

Issued: October 2024

Microsoft 365 Fundamentals (MS-900)

Issued: November 2024

Google IT Support Certificate

Issued: May 2024

Technical Skills

Cloud & Microsoft Technologies

Microsoft 365 Administration Azure Active Directory Microsoft Intune Exchange Online SharePoint Microsoft Teams OneDrive for Business Azure Portal Power Platform

Network Infrastructure

Cisco Meraki Network Configuration VPN Solutions VLAN Management DNS / DHCP Network Security Wireless Access Points

Security & Monitoring

Huntress EDR Endpoint Protection Threat Detection Security Policy Implementation Vulnerability Management Incident Response

Automation & Development

PowerShell Scripting Thread AI Integration Microsoft Teams App Development Process Automation GitHub Azure Static Web Apps