Corey Dugan Email & Phone Number

ProfessionalWith two years of hands-on experience in Information Technology, I've excelled in roles as a Help DeskSpecialist and Coordinator. My expertise lies in team communication, Windows Administration, andActive Directory management. I'm committed to driving operational efficiencies and delivering resultsthrough proactive problem-solving and a relentless pursuit of excellence. I'm eager to leverage my skillsto contribute meaningfully to innovative organizations in the IT realm.PersonalI have a soft spot for furry friends and captivating books. When I'm not busy tending to my four-legged friend, you can often find me immersed in the pages of a good book. Family holds a special place in my heart, and one of my cherished traditions is attending church occasionally with my grandmother.

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  Pod Coordinator/ Associate Engineer

  Thrive

  Nov 2021 - Dec 2023 - 25 Forbes Blvd #3, Foxborough, Ma 02035

  Pod Coordinator/ Associate Engineer - Worked collaboratively on multiple "Pods" serving over 1200Clients with an individual average case volume of 40-80 cases per week.• Enhanced efficiency of ticket resolution process within ServiceNow, resulting in a significant decrease in averageresolution time from 60 to 30 minutes. Achieved this by implementing a proactive triage system, promptlydirecting tickets to the appropriate 'Pods' for streamlined handling and resolution• Held accountable for promptly managing incoming client calls, adeptly initiating new tickets or retrieving existingones, and efficiently closing tickets as per the resolution• Spearheaded the development of Security Group Policy Objects (GPOs) within Active Directory to streamlineuser access management for critical applications, ensuring robust security protocols and efficient authorizationprocesseso Azure• Diligently performed password resets and oversaw the deletion of user accounts slated for termination,guaranteeing seamless transitions and strict adherence to security protocolso Active Directory• Resolved issues pertaining to malfunctioning office printers, ensuring uninterrupted workflow and optimalfunctionality within the office environment.• Successfully resolved issues related to VPN and internet connectivity disruptions in the office environment,ensuring seamless access to essential resources and uninterrupted productivity.• Technology Utilized: Service Now (Snow), Windows 7, 2012, 2016, 2022, Azure, Active Directory