Emily Esser Email & Phone Number

New York, United States

Managed Microsoft Software and Tools, including O365 services, Active Directory, Exchange, and Office.Provided technical support for SCCM-related issues, diagnosing and resolving endpoint configuration and performance issues using SCCM logs and troubleshooting tools.Provided 24/365 support, both handling off-hours requests and outages independently and working efficiently with my team during office hours with a 89% First Call Resolution Rate.Provide support for iOS, Android, and Windows mobile devices, diagnosing and resolving issues related to connectivity, application performance, security, email setup, VPN connectivity, and Wi-Fi troubleshooting.Coordinate communications and meetings between operational teams within the organization to conduct root cause analysis and find resolutions for recurring issues.Managed and supported iManage environments, diagnosing and resolving complex technical issues, including connectivity problems, synchronization errors, and database inconsistencies.Investigated security alerts and incidents forwarded by the security operations center (SOC), analyzing the nature and severity of each alert then documenting and forwarding investigation findings.Implemented process and documentation improvement strategies that drove positive resulting changes leading to a higher IT Incident Remedy Rate.Successfully assisted in the migration of over 1 million documents to iManage from Network Drives, enhancing document accessibility and security firm-wide.

United States

Ran 25+ Support Tickets daily utilizing ServiceNow with a 99.7% success rate, implementing best practices for ticket management which reduced resolution time by 15%.Administered user accounts, group policies, and organizational units via Active Directory, ensuring proper access controls and security configurations.Managed user identities, roles, and access permissions within Azure AD, supporting seamless integration with cloud services.Oversaw user provisioning, license management, and security settings in Microsoft 365, optimizing collaboration and productivity tools for the organization.Providing on-call expertise, being able to create and conduct war rooms in times of outages or multi-team escalations, especially during off hours.Utilized CMD for advanced file operations, system diagnostics, and network troubleshooting.

Eden Prairie, Minnesota, United States

Provided quick and effective IT support resolutions as well as answered with immediate redirections of up to 40+ calls daily resulting in 100% customer satisfaction.Managed Network Drive transitions and infrastructure setups for organizational changes.Maintained security protocols and generated reports for client engineers and executives.Trained extensively in Active Directory for account management and security configurations.Supported deal creation and network management using MConnect and internal knowledge bases.

Chicago, Illinois, United States

Provided quick and effective IT support resolutions as well as answered with immediate redirections of up to 40+ calls daily resulting in 100% customer satisfaction.Lead an internal project to transition the firm from using personal network drives to shared network drives.Maintained security protocols and generated reports for client engineers and executives.Trained extensively in Active Directory Administration for account management and creation, security configurations, and group management.Supported deal creation and network management using MConnect and internal knowledge bases.vered issues.

United States

Self-trained through a system of intensive courses and on-the-job work for several different programs and 3M policies, for domestic and international purposes.Proven to understand and achieve extreme proficiency in different programs such as SAP, COMS, bCOM, CSMS, Salesforce, and a variety of internal 3M programs.Maintained professional connections with all clients to give a feeling of comfort when problems arise for them.Efficiently managed all orders that come in for all 3M office supplies to ship across the country.Effectively used problem solving skills to manage and find creative resolutions to resolve the many problems that arose, including issuing credits and returns for damaged or missing products.Ability to work successfully, efficiently, and securely from home, with computer and phone access.Ability to quickly use resources available, such as job aids and sharepoints, to find procedures and answers not available or known by supervisors or team leads.Promoted to Lead Project Manager within 3 months of hire- responsibilities including checking metrics, overseeing client needs, and managing a team of 5.

Education record

Education record