IT Service Desk Specialist

I have experience providing IT customer support in a fast-paced enterprise environment, assisting users with hardware, software, network, and access-related issues. I troubleshoot and resolve incidents through ticketing systems, guide users through technical solutions, and ensure timely resolution within SLA targets. I also support Microsoft 365 applications, account administration, onboarding/offboarding activities, and access management while maintaining a high level of customer service and user satisfaction.

I have experience administering Microsoft 365 services, including Microsoft Intune, Exchange Online, and the Microsoft 365 Admin Center. My responsibilities include user account management, mailbox administration, license assignment, device enrollment and compliance management, access provisioning, troubleshooting Microsoft 365-related issues, and supporting end users in a corporate environment. I also assist with onboarding/offboarding processes and work closely with security and access management tools to ensure users have the appropriate permissions and resources.

I have experience administering Active Directory, including user account creation and management, password resets, account unlocks, group membership management, organizational unit (OU) administration, and access provisioning. I support onboarding and offboarding activities, maintain user permissions based on business requirements, and troubleshoot authentication and access-related issues while ensuring compliance with company policies.

In Zendesk, my main responsibility was user administration, creating and managing user accounts, assigning roles and permissions, and ensuring proper access control. I also supported application publishing and configuration updates to make sure changes were properly deployed and available to users.

Provided technical support to end users for hardware, software, and system-related issues. Resolved incidents involving login issues, application errors, network connectivity, and device performance. Supported enterprise applications such as Microsoft 365, Outlook, and Active Directory. Logged, monitored, and updated tickets in ITSM tools. Performed user account support including password resets, access issues, and basic troubleshooting. Escalated complex issues to higher-level support teams when necessary while ensuring proper documentation.

I have basic experience using PowerShell for IT support tasks, such as checking user account details, performing simple queries, and assisting with troubleshooting in Active Directory or Microsoft 365 environments. I also use it occasionally to help with repetitive tasks or to retrieve system information.

Experience supporting Microsoft Azure in an IT support environment, including user and identity-related tasks such as account access troubleshooting, password resets, and MFA issues. Involved in managing and supporting Azure security groups by assisting with user assignment and removal to ensure proper access control based on business and role requirements. Familiar with Azure integration with Microsoft 365 and Active Directory for identity and access management within the organization.

I have experience supporting cybersecurity initiatives through identity and access management (IAM), user provisioning and deprovisioning, multi-factor authentication (MFA) administration, access reviews, and security policy enforcement. I also assist in identifying and reviewing suspicious or phishing emails, educating users on security best practices, and escalating potential security threats to the appropriate teams. Additionally, I help manage user permissions, investigate access-related issues, and support compliance with organizational security standards.

In Outlook, I supported users with email setup, configuration, and troubleshooting. This includes resolving login issues, password resets, synchronization problems, and sending or receiving email errors. I also assisted users in handling phishing or suspicious emails when needed.

Assisted in basic IT Asset Management as part of IT support responsibilities, including supporting the assignment and retrieval of IT equipment such as laptops and desktops during employee onboarding and offboarding. Helped ensure that asset records were accurately updated in IT systems or service desk tools, and contributed to maintaining up-to-date inventory information by recording device details and tracking assigned equipment. Also coordinated with other IT teams when needed to ensure proper documentation and handling of IT assets throughout their lifecycle.

I handled user administration in SAP Concur, including creating user accounts, unlocking accounts, disabling inactive users, and resetting passwords. I also ensured users had the correct access based on their roles and assisted in resolving login and access-related issues.