Service Desk Analyst
- Monitored Exabeam, Crowdstrike, Avanan, Concur, Mxtoolbox and other internal systems to ensure proper operation. Used Microsoft Azure, Forcepoint, Active directory and Service Now to validate the legitimacy of the users’ sign-in activities and their devices. Detected and reported the phishing emails and informed the end users on email and web security. Generated Overnight report on security monitoring and IT health checks.- Monitored incoming tickets to onboard and off-board users via Service Now. Used an active directory to ensure end users have access to relevant groups, removing or adding users as necessary with a greater attention to the principle of least privilege. Troubleshooted and resolved technical issues across a variety of hardware/software platforms, including Citrix virtual machines, Windows 10, Office365, Cisco Webex, OKTA, Cisco AnyConnect VPN and computer peripherals. Accessed and supported end user machines remotely via Microsoft System Center Configuration Manager, IPV4 address or Cisco Webex support.- Collaborated with team members to manage high call volume and ever-changing work queue through service Now. Maintained accurate and detailed ticket information, stayed in close communication with customers on all open work and delivered superior customer satisfaction across all corporate levels.
