Help Desk Support Analyst
Current• Administer Active Directory and Office 365 user accounts, Exchange, and Single Sign-On (SSO) for a medium sized user base.• Manage firewall configurations and security policies to ensure the safety of the organization’s network and systems.• Perform system patching, vulnerability remediation, and compliance monitoring in line with industry best practices.• Troubleshoot and resolve hardware, software, and network issues, ensuring minimal downtime.• Develop and maintain the organization’s ITSM framework to support efficient operations.• Provide training and support for end users on security best practices and troubleshooting techniques.• Respond to SIEM alerts, perform root cause analysis, and implement corrective actions.• Design and implement a customized data loss prevention solution within Microsoft Purview to mitigate accidental data breaches.• Spearheaded the design and deployment of a new RDS server environment, replacing legacy infrastructure and solving scalability and performance limitations.• Led efforts in opening a new satellite branch, which increased operational efficiency through successful hardware infrastructure installation and software configuration.• Opened a customer service department at a separate branch, improving customer satisfaction and driving a large increase in deposits.• Developed a Configuration Management Database (CMDB) for tracking hardware inventory and lifecycle management.
