As an intern in End User Services at Wiley Global Technology, I provide technical support to our team members, ensuring that they have seamless and frustration-free experiences with technology. I troubleshoot and resolve issues with various tools, such as Microsoft 365, Azure, ServiceNow, JIRA, and Confluence, using my software engineering skills and knowledge. I also collaborate with our IT team to enhance the end-user experience and streamline processes.In addition to technical support, I have gained hands-on experience in Active Directory, Azure, and Exchange administration. I manage and maintain user profiles, access controls, and security protocols, as well as user provisioning and resource management. I take pride in ensuring that our email communication system is reliable and fortified against potential threats. I graduated from Cardiff Metropolitan University with a BSc (Hons) in Software Engineering, and from ICBT Campus with a Higher National Diploma in Computer Software Engineering. My goal is to leverage my education and experience to pursue a career in IT service management.