Senior IT Support Analyst

Supported hybrid Active Directory, Microsoft Entra ID, and Windows enterprise environments for users across Germany and BENELUX. Delivered remote Level 1 and Level 2 support, managed incidents and service requests within SLA targets, and escalated unresolved issues to higher support teams.

Supported Microsoft 365 services including Outlook, Teams, OneDrive, Exchange Online, and SharePoint Online. Administered user accounts, access rights, licensing, MFA, Conditional Access, Azure AD/Entra ID, Active Directory, Windows Server, DNS, DHCP, Group Policy, and hybrid identity-related issues.

Monitored infrastructure health through Zabbix and Grafana, supported VPN connectivity through GlobalProtect, and assisted with endpoint, identity asset management, GPS, and security/compliance requirements.

Provided Level 2 product and application support through email, phone, and live chat. Guided users on Doctor Portal and WhiteCoat mobile application usage while managing escalated incidents and service requests in line with SLA and customer satisfaction targets.

Worked with internal teams, global stakeholders, vendors, development, product, and QA teams to resolve product and service issues. Identified system trends and quality concerns, escalating findings for improvement initiatives.

Used CMS, Postman, Grafana, basic SQL, CRM, and Jira for troubleshooting, validation, support operations, and documentation. Assisted with doctor account onboarding, provisioning, endpoint troubleshooting, patching, networking issues, FAQs, and knowledge-sharing materials.

Provided technical and application support through phone, email, and remote channels for enterprise end users. Delivered Level 1 and Level 2 support for Microsoft 365 services, including Outlook, Teams, account-related issues, desktops, laptops, Microsoft Office, access, and connectivity.

Managed incidents, service requests, escalations, and fulfillment activities using ITIL service management practices and SLA requirements. Administered Active Directory user accounts, password resets, account unlocks, and access provisioning.

Collaborated with Level 3 teams during major incidents and outages, maintained ticket documentation and knowledge base articles, and delivered customer-focused support in a fast-paced service desk environment.

Provided global Level 2 support through phone, chat, and email channels for enterprise users. Resolved issues involving Microsoft 365, Teams, Zoom, Skype for Business, SCCM, and GlobalProtect VPN.

Analyzed technical issues, identified root causes, managed incidents and service requests, and ensured SLA compliance and accurate ticket documentation. Delivered remote support for collaboration tools, connectivity, endpoints, and access-related issues.

Supported Microsoft 365 tenant operations, mail flow, and hybrid identity synchronization. Collaborated with internal teams and stakeholders, followed ITIL practices, and contributed to knowledge base updates and continuous improvement.

Provided enterprise Level 2 support through the ServiceNow ITSM platform. Managed incidents, service requests, and problem records, including root cause analysis and trend identification for recurring issues.

Generated incident reports, SLA metrics, and performance dashboards for service reviews. Supported SCCM software deployment, patching, endpoint updates, system monitoring, alert resolution, Active Directory administration, and enterprise user environments.

Provided remote desktop and endpoint support for enterprise users. Performed Active Directory administration, SCCM software deployment, and patching activities.

Supported VPN and secure remote connectivity, monitored alerts through SolarWinds and SecureCRT, and logged and resolved incidents in accordance with ITIL processes.

Provided Level 2 desktop, hardware, printer, application, and collaboration tool support. Supported VPN connectivity, endpoint security tools, and Active Directory user account management.

Logged, tracked, and managed incidents using SCSM while delivering remote technical support to end users.

Delivered remote IT and network support for enterprise clients. Troubleshot Windows, VPN, Citrix, and general connectivity issues.

Supported Cisco networking devices and provided customer-focused technical assistance. Recognized as a Top 5 Best Employee.

Diploma program covering hardware and software peripherals, workstation network setup, and network and software configuration.