Service Desk Analyst
Customer-focused IT Service Desk Specialist with 5+ years of experience providing Tier 1 and Tier 2 support in MSP and enterprise environments. Skilled in Microsoft 365, Entra ID, Azure AD, Exchange, SharePoint, Intune, and enterprise applications such as Salesforce and SAP. Experienced in end-to-end user lifecycle management, authentication troubleshooting (SSO, MFA, Authenticator), license administration, and remote support using RMM tools like LogMeIn, TeamViewer, and ConnectWise. Proven ability to deliver secure, high-quality IT support while maintaining SLA compliance, accurate documentation, and excellent end-user experience.
WTA | CI Group EMEA
Provided L1 and L2 IT support via Microsoft Teams, email, and ticketing systems, resolving authentication, access, and application issues (SSO, MFA, Authenticator) - Managed end-to-end user lifecycle across Microsoft 365, Entra ID, Azure, and third-party platforms, including provisioning, deprovisioning, and license administration (M365 E5) - Administered Exchange, SharePoint, Intune, and security groups, ensuring secure access, collaboration, and compliance - Performed remote troubleshooting and advanced issue resolution for hardware, software, and device incidents, documenting root cause analysis and solutions - Oversaw onboarding/offboarding workflows, including license allocation/removal and access management to maintain security standards
Slipstream IT
Delivered Tier 1 end-user support via phone, email, and chat in an MSP environment supporting pharma and biotech clients - Managed incidents and service requests using ServiceNow (SNOW), Freshdesk/Freshservice, and Zendesk, ensuring SLA compliance and accurate documentation - Performed ticket follow-ups and user communication to ensure timely resolution and customer satisfaction - Resolved authentication issues including password resets, MFA, SSO, and VPN access Installed and troubleshot software across Windows and macOS environments - Provided remote support using tools such as LogMeIn, TeamViewer, ConnectWise, Endpoint Central, Splashtop, Zoho Assist, and Quick Assist - Supported Microsoft 365, Windows 10, macOS, and Active Directory, including user and access management - Assisted users with device setup, configurations, and general technical inquiries - Applied basic networking knowledge (Wi-Fi, servers, infrastructure) in troubleshooting
Satellite Office
Delivered Tier 1 technical support by handling inbound requests via ServiceNow (SNOW), performing initial triage, troubleshooting, and resolution within defined SLAs - Administered Optus enterprise mobility services, provisioning mobile devices (Android/iOS), creating and managing mobile line accounts, and ensuring proper service activation - Managed Mobile Device Management (MDM) platforms including Microsoft Intune and Samsung Knox, enforcing device compliance policies, security configurations, and lifecycle management - Maintained accurate Configuration Management Database (CMDB) records by tracking asset inventory for incoming and outgoing devices, ensuring data integrity and audit readiness - Supported a Managed Service Provider (MSP) environment serving multiple sectors, including universities, government agencies, power/electrical organizations, and local government units - Provided end-user support for mobile device enrollment, guiding users through setup, configuration, and best practices for secure usage - Performed device-level administrative actions such as iOS passcode clearance and Android password resets while adhering to security and identity verification protocols
Essilor Shared Services
Provided Tier 1 technical support by handling inbound calls and emails, troubleshooting and resolving end- user issues related to Salesforce, SAP, and printer installation/connectivity (network and local) - Performed user lifecycle management in Active Directory (AD), including account provisioning/deprovisioning, group policy assignment, and access control validation - Administered Google Workspace via Google Admin Console, executing password resets, managing user accounts, and resolving issues with email delivery, shared mailboxes, and access permissions - Monitored network and server infrastructure using SolarWinds, analyzed alerts, and performed remote server management and remediation via PuTTY (SSH) - Managed and monitored Veeam backup and replication jobs, ensuring backup integrity and generating shift- based operational reports - Executed incident escalation to NOC and Level 2 (L2) support teams for complex issues, maintaining detailed ticket documentation, root cause notes, and structured handover procedures