Minneapolis, Minnesota, United States
• Managed Windows Server and Azure cloud infrastructure, improving system uptime and reducing server incidents by 15%. • Administered Active Directory and Microsoft Entra ID for onboarding/offboarding 120+ users, streamlining identity management processes. • Implemented and maintained firewall rules and access controls to ensure network security. • Conducted automated backups via Veeam and performed weekly patching/maintenance, reducing downtime and improving recovery time objectives (RTO). • Designed, administered, and optimized Microsoft Entra ID, formerly Azure Active Directory to manage identities and access across hybrid infrastructure. • Monitored and responded to real-time security alerts via MS Defender, MS Purview and Phish-ER, resolving 100% of phishing threats before user impact.
• Provided support for business applications and software, ensuring system stability and security compliance. • Provided mobile device support using Microsoft Intune, resolving email sync and MFA configuration issues tied to Entra ID authentication. • Developed technical SOPs documentation for IT troubleshooting procedures, standard operating procedures, and system configurations. • Acted as the primary liaison between end-users and third-party vendors, accelerating issue resolution by 30%
• Collaborated with applications, security, and infrastructure teams using Remedy, resolving 95% of escalated issues within SLA. • Delivered technical support via in-person, remotely, or phone, for 700+ employees, resolving 95% of escalated issues within SLA. • Created and maintained technical documentation for IT service processes and user support.
• Managed technical support for 100+ users daily via phone, email, and chat tools (WebEx, Microsoft Teams), ensuring timely diagnosis and resolution. • Delivered and ensured exceptional customer service as first point of contact by resolving 100+ user issues daily, leveraging ServiceNow for ticket tracking, resulting in a 90% customer satisfaction rate. • Provided first-level technical support for end-users via phone, email, and chat, resolving issues related to hardware, software, network connectivity, and user accounts. • Assisted users with password resets, MFA/SSO access issues, and basic troubleshooting of Microsoft 365 and Windows environments.
Provided first-level technical support through email, remote tools, telephone support for customers facing data connectivity issues, leading troubleshooting efforts and performing hardware reboots, achieving a 95% resolution rate within the first contact. • Analyzed support ticket data in ServiceNow, identifying patterns and implementing process improvements to optimize efficiency.