Trae Karkut

February 2025 - Present

Tier III Technical Support Analyst

Qualia

• Acquired by Qualia from acquisition deal with Old Republic and Qualia, Inc.

• Handled same roles and duties as previous job title at RamQuest and Old Republic Title

• Provide advanced technical support across multiple platforms including Qualia, ResWare, and legacy RamQuest systems.

• Manage Exchange Online and Microsoft 365 configurations, including license management, delegation, and mail flow troubleshooting.

• Perform administrative tasks in Microsoft Entra, Azure AD, and Active Directory.

• Execute SQL Server tasks such as backups, patching, and running advanced queries.

• Lead Windows Server and Azure VM migrations and post-migration validation.

September 2024 - March 2025

Tier III Technical Support Analyst

RamQuest

• Proficiently handle security settings and troubleshooting in Microsoft Azure Portal.

• Manage Microsoft Office 365 Admin and Exchange, including distribution group setup, delegation access, mail traces, and licensing.

• Utilize Microsoft Entra to enhance productivity and collaboration.

• Proficiently manage Microsoft SQL Server, including backups, custom queries, updates, and maintenance (Windows Server 2012, 2016, 2019, 2022, and Azure server environments)

• Expertise in server migrations across Windows Server and Azure environments.

• Create Confluence (Atlassian) knowledge base articles, maintain articles to be up-to-date.

• Configure and troubleshoot IIS sites, installations, and client-related issues.

• Manage ProofPoint integration with Office 365 DNS records, troubleshoot emails, and address false positives/negatives.

• Monitor and resolve user disconnection issues with Citrix Director (XAXD7).

• Facilitate Okta/Active Directory integration and maintain secure group permissions, creating/terminating users.

• Expert in FSLogix for configuring and troubleshooting office/profile containers in cloud environments.

• Skilled in Group Policy Management and troubleshooting.

• Utilize SMSS for efficient SQL server management.

• Leverage PowerShell and batch scripting for automation.

• Collaborate and schedule meetings with internal IT, MSPs, Sysadmin teams to troubleshoot end-user issues and address company-wide problems with clients.

• Assist with software upgrades and server migrations for clients.

• Support multiple software and legacy software to clients.

• Report incidents and escalate them to appropriate teams as necessary.

• Handle escalations from Tier I and other queues.

• Utilize Salesforce Classic and Lightning for ticket management.

• Proficient in GoToAssist and LogMeIn for remote support.

• Experience with Cisco WebEx and Vonage phone system.

• Provide exceptional live chat support for customer inquiries.

April 2023 - September 2024

Tier II Technical Support Analyst

RamQuest

• Proficiently handle security settings and troubleshooting in Microsoft Azure Portal.

• Manage Microsoft Office 365 Admin and Exchange, including distribution group setup, delegation access, mail traces, and licensing.

• Proficiently manage Microsoft SQL Server, including backups, custom queries, updates, and maintenance (Windows Server 2012, 2016, 2019, 2022, and Azure server environments)

• Expertise in server migrations across Windows Server and Azure environments.

• Create Confluence (Atlassian) knowledge base articles, maintain articles to be up-to-date.

• Write up detailed JIRA defect/bug documentation to developers

• Configure and troubleshoot IIS sites, installations, and client-related issues.

• Manage ProofPoint integration with Office 365 DNS records, troubleshoot emails, and address false positives/negatives.

• Monitor and resolve user disconnection issues with Citrix Director (XAXD7).

• Facilitate Okta/Active Directory integration and maintain secure group/folder permissions, creating/terminating users.

• Expert in FSLogix for configuring and troubleshooting office/profile containers in cloud environments.

• Skilled in Group Policy Management and troubleshooting.

• Utilize SMSS for efficient SQL server management.

• Leverage PowerShell and batch scripting for automation.

• Collaborate with internal IT, MSPs, Sysadmin teams to troubleshoot end-user issues and address company-wide problems.

• Assist with software upgrades and server migrations for clients.

• Support multiple software and legacy software to clients.

• Report incidents and escalate them to Tier III or Tech Lead as necessary.

• Handle escalations from Tier I and other queues.

• Utilize Salesforce Classic and Lightning for ticket management.

• Proficient in GoToAssist and LogMeIn for remote support.

• Experience with Cisco WebEx and Vonage phone system.

• Provide exceptional live chat support for customer inquiries.

Jun 2019 - Nov 2022

Personal Technology Expert

Support.com

• Leveraged subject matter expertise with personal technologies to deliver remote client support for partner company Cox Communications, focusing on 300K+ active subscription accounts with Cox Complete Care vertical.

• Capitalized on top-level skills in malware removal, email/electronic support, and technical assistance with software, hardware, etc.

• Minimized system downtime by rectifying issues with network setups, switches, routers, modems, and wireless extenders/gateways.

• Elevated customer support complex stacking ticketing system remotely connected to principal computer via proprietary company software.

• Took ownership on resolution of for call-back escalation tickets and return call backs and facilitation of new hire training and mentorship.

• Played a vital role in improvement of KB companies' operational effectiveness by providing key insights and technical recommendations on malware removal, software installations, and software configuration for customers.

• Utilized Amazon Connect phone software / InContact and company-approved malware removal software for process explorer & autoruns.

Key Accomplishments:

• Recognized as the highest-ranking employee for top-notch QA metrics for average handle time and customers feedback/survey scores while being part of the top 5% percentile employee out of 200+ active employees.

• Recognized as top-performing in terms of total amount of completed cases/tickets in a day, and overall surveys and reviews provided by customers and clients.

• Nominated multiple times as a Momentum Maker of the month which is our parent-company wide meetings to nominate exceptionally outstanding employees.

• Overhauled and provided recommendations to improve our internal KBA documentation (Confluence) system.

Jan 2018 - May 2019

Desktop Support Specialist

Arraya Solutions

• Expertly navigated ticketing system to receive and complete support requests and route tickets and phone calls to proper departments.

• Maintained elevated customer experience and satisfaction with prompt and effective resolution of escalated request and technical issues.

• Operated help desk system using WebEx, Windows RDP, BOGMAR, and ScreenConnect to deliver remote technical support to clients.

• Facilitated end-to-end lifecycle of ticket management from ticket development and update to timely, accurate resolution.

• Piloted user management via Windows Active Directory, including troubleshooting peripherals and scheduling updates via SCCM/ WSUS.

• Implemented cutting-edge monitor solutions such as SCCM, SolarWinds Orion, Nagios XI, and Zenoss Enterprise Management.

• Executed OS image deployment via CloneZilla and drove user support on proper software configuration and inventory documentation.

• Ensured successful backups of systems on a domain while monitoring nodes and domains and documenting system downtime.

March 2015 - Present

Personal Skills

Freelancing / Skills

I have worked on multiple projects for local businesses and startups, developing websites using Node.js, React, and Redux.

I have set up a home lab/media server, gaining experience with TrueNAS, pfSense, VMWare ESXi, and Cloudflare Tunnel.

I possess experience in creating local and network-shared OS image backups using Macrium Reflect.

My expertise extends to using Windows SCCM, Active Directory, Microsoft Azure, Entra ID, Microsoft Intune, and Group Policy Editor for Windows installations.

I am proficient in .bat, .vbs, and .ps scripting for OS automation on Windows platforms.

I am actively learning bash scripting and using Linux distributions, primarily Debian-based systems such as Arch Linux and Kali Linux.

I have conducted penetration testing using various tools and Metasploit exploits, Nmap network scans, and have reported web application vulnerabilities, including cross-site scripting (XSS) issues, to companies like Ubisoft and Discord.

I have built and repaired PCs for local customers, including hardware upgrades, software installations, and OS setup. I have also troubleshooted both software and hardware-related issues.

I offer malware removal and computer optimization services for clients experiencing performance issues with their computers.

For malware removal and analysis, I am experienced with tools like Malwarebytes, Sysinternals (e.g., Process Explorer, Autoruns), FlareVM, REMnux, IDA Pro, Ollydbg, HxD, Hybrid-Analysis, Netstat, Icacls, Takeown, and regular expressions.

I have hands-on experience with virtual machines using VMWare, VirtualBox, and Hyper-V locally.

My cloud virtual machine experience includes using Microsoft Azure, Google Cloud and Amazon AWS.

I am skilled in utilizing cloud/web-based technologies such as Cloudflare for DDoS protection, Sucuri, MongoDB, MySQL, phpMyAdmin, Nginx/Apache, Iptables, and UFW.

I am familiar with various ticketing software and technologies, including ServiceDesk Plus, SolarWinds, NinjaRMM, Cloud Managed Technologies, Invision Community Tickets, Zendesk, Jira, and Salesforce.

I am also adept at using remote assistance software such as TeamViewer, AnyDesk, Windows RDP, LogMeIn, Screen Connect, and VNC Connect.

2023 - 2025

Bachelor's Degree in Information Technology

Bellevue University

Graduated with 3.9 GPA and Honors

Coursework Completed: Computer Hardware and Software Management (BSIT-200), Network Management and Infrastructure (BSIT-220), Computer and Network Security Fundamentals (BSIT-310), Computer Server Environments (BSIT-320), Cisco Routing Fundamentals (BSIT-340), Cisco Network and Routing Infrastructures (BSIT-341), Microsoft Networking Fundamentals (BSIT-350).

2020 - 2022

Associate Degree in Computer Science

Bucks County Community College

Coursework Completed: Visual Basic Programming I, Computer Science I (Java), Computer Science II, Comparative Operating Systems, Network Essentials, Advanced Algebra

2021 - Present

Certifications

• CompTIA A+ (04/2023)
• CompTIA Security+ (09/2023)
• CompTIA Network+ (11/2023)
• CompTIA Server+ (05/2024)
• CompTIA CySA+ (07/2024)
• CompTIA Secure Infrastructure Specialist (CSIS) (11/2023)
• CompTIA IT Operations Specialist (CIOS) (11/2023)
• CompTIA Secure Cloud Professional (CSCP) (02/2024)
• CompTIA Cloud+ (02/2024)
• CompTIA Cloud Admin Professional (CCAP) (02/2024)
• CompTIA Security Analytics Professional (CSAP) (07/2024)
• CompTIA Network Infrastructure Professional (CNIP)
• Cisco CCNA (11/2023)
• Microsoft Certified: Azure Fundamentals (AZ-900) (01/2024)
• Microsoft Certified: Azure Administrator Associate (AZ-104) (02/2024)

In Progress:

• CompTIA Linux+
• CompTIA CASP+
• Microsoft Azure Architect (AZ-305)
• Cisco CCNP