IT Support Specialist

The user has not yet completed this section

Jul 2025 – Jan 2026 IT Support Specialist @ Ina A. Colen Academy

Resolved 400+ endpoint, network, and security tickets via NinjaOne and ServiceNow, applying structured ITIL-aligned troubleshooting and incident management. Sustained 99% SLA compliance for six consecutive months. Deployed security patches and GPO hardening across 200+ servers and workstations via NinjaOne, reducing exploitable vulnerabilities by 30% and maintaining hardened endpoint and device configurations. Administered Active Directory, Azure AD/Entra ID, and Microsoft 365 identity lifecycle for 500+ users: provisioning, deprovisioning, MFA enrollment, access resets, and account administration with strict least-privilege controls. Authored and enforced HIPAA/FERPA security policies aligned to ISO 27001. Achieved 100% compliance across two consecutive external audit cycles with zero findings. Deployed n8n automation workflows to generate compliance policy templates and audit evidence registers. Cut documentation time by 40%. Performed log analysis with Event Viewer to detect misconfigurations before escalation.

Jan 2025 – May 2025 Tier 3 IT Support Specialist @ Sanitas Medical Center

Served as final escalation point for a 300+ user regulated healthcare environment via ServiceNow. Managed Windows Server, VMware, and cloud infrastructure, reducing unplanned downtime by 25%. Authored HIPAA and SOX security policies, conducted system audits using ITIL-aligned change management. Kept organization continuously audit-ready between formal review cycles. Investigated authentication anomalies using Azure AD, VPN logs, and Splunk SIEM, cutting unauthorized access incidents by 25%. Performed root cause analysis on security incidents with Splunk and Wireshark, reducing repeat incidents by 50%.

May 2023 – Aug 2024 Help Desk Technician @ KM New Living Society

Delivered first-level desktop support and end user support for 150+ users across a multi-site environment via phone, email, and ServiceNow. Achieved 95% first-contact resolution rate on standard requests. Executed structured troubleshooting with Windows diagnostics and SQL log queries. Cut average ticket resolution time by 30%. Executed SOC 1/2 IT audit activities, surfacing 12 unidentified control gaps through vendor due diligence and control monitoring. Improved audit work paper accuracy by 20% via AD and GPO enforcement.