Comprised of a balance of Power Platform/SharePoint Online development and Administration of various collaboration-oriented MS365 products; contributed remotely with a Glasgow, UK-based team and manager.• Accountable for scoping out and building solutions such as internal forms, process automation, SharePoint sites, etc.; promoted citizen developers resolving problems with the new Microsoft tools.• Delivered larger solutions including:• Power App used to guide customer service representatives when responding to customer calls depending on call purpose and provide suggested responses as well as the business contacts required to link the customer with based on location for immediate resolution.• A project management solution enabling the PM team to organize their workload via Power App and generate a project Team pre-populated with the relevant documents and custom SharePoint lists. Projects are collectively stored via Dataverse to allow for KPI collection and trending via Power BI.• In the Service Desk automation space, helped create a custom connector to link the ticketing service (Ivanti) with the Power Platform. Then created Power Automates to perform various tasks such as trigger Azure Runbooks to add users to required security groups or distro lists, trigger Teams Approvals for equipment purchases and access requests, etc. • MS365 Admin role included Specializing as a Teams and SharePoint Online Admin. Involved in any policy amendments and the rollout of functions such as Teams Telephony and Approvals. Also responsible for admin of a broader spectrum of MS 365 products as well. General day to day tasks includes: • eDiscovery tasks for legal• SharePoint migrations • Contributing to Power Platform CoE implementation and admin • OneDrive admin• Exchange admin• Azure Active Directory admin • License management • Developing and maintaining working relationships with 3rd party contributors • Raising and managing cases with Microsoft support

Served as an analyst and management in a first and second line support team. Covering a broad range of IT services in an environment where first line was expected to resolve 70+% of incidents and requests prior to escalation. • Progressed from a contract employee to a Senior Analyst; gained a broad knowledge of the company’s complex IT environment. • Gained a broad knowledge of a modern IT environment in a corporate environment of 6000+ global employees. • Served as the interim team manager for over a year and as an escalation point for the key business personnel.• Worked as the Service Desk “Collab Champion”. represented the Collaboration team within the Service Desk. • Managed team resources, including holiday requests, phone scheduling, and delegation of team responsibilities.• Provided yearly reviews and personal development plans for analysts within the team.• Interviewed and hired new analysts.• Resolved process issues within the team and the business.• Administered, moderated, and reported on the ASK IT Yammer channel.• Developed strong analytical skill sets in new analysts while serving as an escalation point.• Steered conflict resolution with both individuals within the team and between teams.