Anthony - IT Systems Support Administrator L

Experiencia demostrada en Microsoft 365.

Experiencia demostrada en Outlook.

Experiencia demostrada en Microsoft Entra ID.

Experiencia demostrada en Microsoft Intune.

Experiencia demostrada en Windows Desktop Support.

Performed Identity and Access Management operations across Microsoft Entra ID, SAP, and JD Edwards, supporting enterprise user accounts, permissions, and access-related requests.. Managed onboarding, offboarding, access modifications, provisioning, deprovisioning, permissions validation, and account troubleshooting throughout the user lifecycle.. Supported RBAC, least-privilege principles, access hygiene, and secure account management practices across enterprise applications.. Investigated and resolved identity, authentication, account, and application-access issues, coordinating with technical teams when escalation was required.. Processed and documented access requests and incidents through established ticketing, SLA, security, and compliance procedures.. Maintained accurate documentation of access changes, troubleshooting activities, and user account actions to support operational consistency and audit requirements.

Monitored real-time operational queues, workload distribution, queue health, and service-level performance to identify potential SLA risks and support timely incident handling.. Analyzed operational metrics to identify recurring issues, bottlenecks, process gaps, and opportunities to improve response times, reporting visibility, and service delivery.. Coordinated escalations and follow-ups with technical teams and support agents, strengthening documentation quality, escalation awareness, and overall operational performance.

Provided Tier 1 and Tier 2 technical support to an enterprise environment of 10,000+ users, managing incidents and service requests through ServiceNow.. Troubleshot Windows, Microsoft 365, Outlook, connectivity, permissions, hardware, software, account, endpoint, and access-related issues for remote end users.. Supported end users with Microsoft Intune-related device issues within established Service Desk procedures, troubleshooting user-impacting issues and escalating administrative configuration changes when required.. Supported user onboarding and offboarding, password resets, account troubleshooting, permissions validation, software access, and general user lifecycle activities.. Diagnosed technical issues, identified root causes, implemented available resolutions, and escalated complex incidents to infrastructure, application, identity, and specialized support teams.. Managed incidents and requests according to established SLAs while maintaining accurate ticket documentation, troubleshooting notes, and resolution details.. Created and followed technical documentation, knowledge articles, and standardized support procedures to improve consistency and efficiency in issue resolution.