Barbara Lipscomb Email & Phone Number

Washington, District Of Columbia, United States

• Managed and supported issue resolution, cybersecurity provisioning, and customer support at the Tier1-3 levels.• Troubleshooted Azure, O365, and other Windows applications, services, and workstations usingtools such as Microsoft Endpoint Manager and Intune, PowerShell, and other app packaging tools andcapabilities.• Brought customer issues to a swift and satisfying resolution, combining a high emotional intelligencewith a highly technical skill set.• Implemented security technologies such as Windows Defender Application Control as well as customLine of Business security software

Arlington, Virginia, United States

Provided world-class customer service and in-depth technical support.Used advanced knowledge of Office 365 administration, and high emotional intelligence to resolve user issues.Used knowledge of PowerShell to manage and administer Microsoft 365 systems.Diagnosed technical needs and developed an understanding of the root cause of technical issues.Troubleshoted and resolved IT issues across multiple operating systems.Worked closely with the T1 team to resolve 70% of all incoming requests.Acted as a liaison providing technical customer service support to community staff members.Worked as the Endpoint Solutions Subject Matter Expert. Acting as a liaison between the Endpoint Solutions service line and the Infrastructure Support teams. Used advanced knowledge of endpoint solutions including Intune, AirWatch, JAMF, and Tanium to solve problems and improve customer experience.Supported over 4,000 laptops and phones using MDM such as Intune, JAMF, AirWatch, and Tanium.Deployed software patches such as driver updates through Intune.Enrolled and managed Apple devices using ABM and DEP.Troubleshooted user sign-ins with Okta. Provided Tier 2 level support for Okta as the primary IAM solution.

Configured and managed two SaaS help desk solutions. (Service Desk Plus and Zendesk).Configured and managed key Microsoft 365 cloud components such as Azure Active Directory, Exchange Online, OneDrive, SharePoint Online, Microsoft Intune, Windows Autopilot, and multi-factor authentication.Answered tickets at the tier 1-3 levels.Assisted users with IT issues on-site and remotely.Assisted users with network issues including Wi-Fi, LAN, and VPN.Implemented and supported MDM technology to manage computer and mobile devices through Meraki and Intune systems.Gained experience with managing computer networks using Cisco Meraki.Used PowerShell scripting to automate processes.Deployed applications, configuration profiles, software updates, and security baselines to a fleet of over 800 laptops and cell phones using Intune.Enrolled and managed Apple devices using MDM and DEP.