Sabrina N. Email & Phone Number

I've been at the forefront of delivering top-notch technical support across a range of EUC technologies, working closely with teams to surpass service targets. Active Directory and Azure AD have been my go-to tools for managing user identities and access controls, empowering our team to work efficiently within the EUC environment. Through the use of cutting-edge ITSM tools, I've swiftly resolved incidents, boosted productivity, and streamlined processes, all while maintaining a laser focus on user satisfaction.But it's not just about solving problems – communication and teamwork are at the heart of what I do. Whether it's adapting to emerging tech trends or providing hands-on training, I've ensured our team stays ahead of the curve. And when it comes to project coordination, I've been the driving force behind smooth implementations and transitions. Leveraging my expertise in tech, like Microsoft 365, I've ensured our systems are not just secure but also efficient, aligning perfectly with ITIL guidelines. In a nutshell, I've gone the extra mile – from assisting our Sales team to contributing to product releases – ensuring our organization operates at its peak.

In my pivotal role, I've been the cornerstone for providing top-tier technical support to a sprawling enterprise of over 30,000 users across Windows and MAC systems. Meticulously documenting changes in our ServiceNow ticketing system and contributing to project planning have ensured seamless IT execution. Additionally, I've been instrumental in enhancing customer service and IT processes, resolving stubborn connectivity issues, and providing senior-level technical support within the Microsoft 365 domain. From managing tickets to leading end-user training sessions and spearheading hardware deployment projects, I've ensured our tech ecosystem operates smoothly. Collaborating seamlessly with vendors and maintaining our IT assets inventory with meticulous care, I've upheld excellence within our Microsoft 365 environment

I've offered vital technical support to staff, including executives, ensuring the smooth operation of critical technology like RDS and VPN connections, following ITIL best practices. Managing services like Microsoft 365, OneDrive, Dropbox, and SharePoint, I've optimized collaboration and email as an Office 365 and Exchange admin. Proficient in multi-factor authentication with Microsoft Authenticator and Okta, I've enhanced security for user authentication. Through troubleshooting, I've resolved issues with devices and software like Cisco VOIP Phones and Zoom. Utilizing expertise in Office 365 and OS like Windows 7, 8, 10, and 11, I've efficiently configured computers for smooth deployment. Managing IT tickets through ServiceNow, I've reduced resolution times by 30%. Additionally, by providing on-call and chat support, I've ensured prompt resolution of issues, contributing to high client satisfaction. Proactively identifying solutions for remote users has decreased ticket volume by 25%. Leveraging expertise in Active Directory, Endpoint Management, and Microsoft Intune, I've ensured secure and efficient management of user accounts and devices across the organization.

Master'S Degree, Cybersecurity And Information Assurance

Bachelor Of Science, Business Administration, Management And Operations

Education record