Service Desk Specialist

Systems Integration & Access Management: Leveraged Microsoft Azure Active Directory to manage user identities and enterprise-level IT ecosystems, ensuring secure and efficient systems integration for a global workforce. Functional Testing: Executed end-to-end testing procedures for software deployments and OS configuration changes to validate system stability and minimize user impact during rollouts. ITSM Workflow Management: Utilized ServiceNow to manage complex technical workflows, aligning technical support delivery with organizational service-level agreements (SLAs) and business needs. Documentation & Data Integrity: Meticulously documented technical resolutions and system workflows within ServiceNow to maintain high-quality data for audit reporting and process improvement. Multi-Project Coordination: Simultaneously managed high-volume technical issues across diverse hardware (printers, scanners) and software (M365, OS) environments, demonstrating superior time management skills.

Data Maintenance & Integrity: Performed proactive maintenance, including system backups and patching, to ensure the reliability and security of client databases and IT ecosystems. Audit & Relational Reporting: Generated detailed audit reports using ConnectWise, demonstrating close attention to detail and an understanding of how data structures inform business decisions. System Testing & Continuity: Executed rigorous testing procedures for critical alerts and system patches to minimize downtime and ensure continuous business operations. Identity & Access Management: Managed user lifecycles and permissions via Microsoft Azure Active Directory, aligning technical access with organizational HR needs. Priority Management: Successfully managed high-priority ticket queues and responded to critical system alerts outside of regular business hours, showcasing strong time management skills.