End-User Support Analyst at Middlesex-London Health Unit (June 2021 – Present)
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- Conducting regular audits of inventory, software licenses, and equipment to ensure compliance and accurate tracking.
- Streamlining the process of setting up new workstations, iPads, cell phones, and laptops by developing standardized procedures and documentation.
- Implementing and configuring SharePoint document libraries to improve document management and collaboration within the organization.
- Administering and managing Active Directory (AD) Cloud Groups in a hybrid environment, ensuring proper user access and security protocols.
- ● Utilizing Mobile Device Management (MDM) solutions to provision, manage, and secure mobile devices, including configuring policies and enforcing compliance standards.
- Implementing and maintaining System Center Configuration Manager (SCCM) for laptop imaging, ensuring consistent software and security configurations across devices.
- Enforcing security and compliance policies by implementing rules and regulations within the organization’s systems and networks.
- Providing comprehensive support to end-users by addressing issues related to policies, permissions, access cards, printers, and licenses.
- Efficiently managing tickets and user queries, ensuring timely resolution and effective communication throughout the support process.
- Utilizing remote application tools, such as Bomgar, to provide remote support and troubleshooting to end-users.
- Employing a combination of remote support and on-site assistance to ensure prompt and effective resolution of technical issues.
- Leveraging various applications and tools such as Autotask, 3CX, I.T Glue, Azure AD, Endpoint Manager, Exchange, Microsoft 365, and SharePoint to optimize support operations and enhance productivity.