Information Technology Support Specialist
CurrentIT consultant stationed at various pharmaceutical companies in southern California; assisted with the evaluation and improvement of various Help Desk services.Provided elevated L1/L2 Help Desk support (primarily deskside) to users at all levels of company in line with company SLA’s and service expectations.Acted as a SME for L1 members of the Help Desk in addition to being an escalation point for administrative work or extended troubleshooting.Responsible for the creation and overall life cycle management of distribution lists, shared mailboxes, Azure AD groups, user accounts, and security groups within the MS365 environment.Responsible for the creation and overall life cycle management of all accounts tied to external cloud software for end users (Adobe, Egnyte, Box, Uniflow, DocuSign, Okta, and Zoom).Provided support for onsite, offsite, and virtual meetings (Teams/Zoom) at various levels of company ranging from webinars to regional sales conventions to board meetings.Primary member of Help Desk responsible for coordinating account administration with HR: account creation for new hires, new hire orientation, leaves of absence, and the offboarding of departing/terminated users.Primary technical writer for team; handled the creation/editing of knowledge base articles (internal and for users), SOPs, IT comms, all onboarding/offboarding documentation, presentations for user education/onboarding, as well as Help Desk infographics throughout the corporate environment.
