• Handle escalated tickets from Level 1 and Level 2 agents via ServiceNow• Monitor backend queues and properly assign backlogged tickets to agents and other internal teams • Manage Microsoft Intune enrolled mobile devices via Azure• Manage accounts, account licenses, and account permissions in Active Directory• Manage and configure corporate devices on Microsoft SCCM and AD• Coordinate bridges with internal SACM team to maintain and manage IT assets and CMDB items• Work with Team Lead to update and manage knowledge base• Train and oversee new hires and trainees

• Provision, monitor and update user groups and permissions in addition to maintaining Exchange, AD, and Citrix profiles via Active Roles Server (OneIdentity integration with AD)• Manage data security via Bit9 for unauthorized installations and Proofpoint for B2C secure emails• Administer RSA SecurID profiles and tokens via RSA Admin Console to ensure continuous network security• Manage and troubleshoot SCCM installations• Monitor, manage, and maintain Citrix-hosted virtual systems via Citrix Director in addition to monitoring and supporting remote desktop issues and physical systems via Adaptiva• Provide timely tier 2 – tier 3 support for tickets from L1 helpdesk via ServiceNow• Configure and support Genesys routed phones via CUCM