• Support and maintain Identity and Access Management (IAM) operations including user provisioning, deprovisioning, and role changes across systems like Okta, Azure AD, and integrated SaaS tools. • Troubleshoot and resolve access and authentication issues, escalating complex IAM or system integration problems to senior engineers or vendors when needed. • Provide advanced IT support for end - user hardware, software, and network issues, acting as the final escalation point for Tier 1 and Tier 2 support teams. • Administer and manage endpoint devices, asset inventory, and system configurations to ensure compliance with company policies and security standards. • Create and maintain detailed SOPs, process documentation, and troubleshooting guides to improve IT support efficiency and ensure consistency across teams. • Collaborate with Security, HR, and Engineering teams to ensure accurate access provisioning, smooth onboarding / offboarding, and adherence to security best practices. • Identify and implement process improvements within IT operations to increase efficiency, reduce incident recurrence, and enhance the overall end - user experience. • Lead by example in promoting a customer - focused, documentation - driven support culture — ensuring every incident, change, and process is tracked, reviewed, and improved upon.

• Provided advanced Tier 2 and Tier 3 technical support for over 500 end - users across Windows, macOS, and Linux environments, ensuring prompt resolution of complex hardware, software, and networking issues. • Led root cause analysis and resolution for critical incidents, reducing system downtime by 30% through proactive monitoring and automation tools such as SCCM and Intune. • Configured, maintained, and troubleshooted enterprise - level applications including Microsoft 365, VPN solutions, and collaboration platforms like Teams and Zoom. • Managed asset lifecycle for corporate IT equipment, including procurement, imaging, deployment, and retirement following company standards and security policies. • Authored and maintained comprehensive technical documentation, SOPs, and knowledge base articles to improve team efficiency and reduce ticket resolution times by 20%. • Delivered IT onboarding and training sessions for new hires, improving end - user productivity and reducing common support requests by 15%.Provided advanced support for MDM / IAM - related issues, creating SOPs and knowledge base articles to streamline incident response and reduce resolution time • Administered user provisioning, de - provisioning, and access reviews across multiple systems, including Active Directory, Azure AD, Okta, and various SaaS platforms in compliance with company policies and regulatory requirements (SOX, HIPAA). • Participated in implementing multi - factor authentication (MFA) and single sign - on (SSO) solutions to enhance identity security and simplify user login experiences.

• Delivered hands - on technical support for 2000+ end users across Windows, MacOS, iOS, and Chrome OS environments, troubleshooting hardware, software, VPN, and network connectivity issues using tools like ServiceNow, Zoom, and Slack. • Administered user lifecycle management in Active Directory, Okta, and Google Workspace, including onboarding / offboarding, MFA, SSO / SAML configuration, and SaaS access provisioning, ensuring compliance with IAM policies and SOX controls. • Managed endpoint security and device deployment across 65 clinical sites using Jamf, Intune, and Cisco Meraki — reducing provisioning time by 25% and saving $30K in deployment costs. • Oversaw small to mid - sized IT infrastructure projects, utilizing Agile methodologies, Atlassian JIRA, and project tracking dashboards to improve delivery timelines by 15% and cut project costs by 12% annually. • Collaborated with cross - functional teams to ensure consistent IT service delivery, SLA adherence, and operational excellence, contributing to a 20% improvement in first - call resolution metrics. • Conducted technical audits across platforms (SailPoint, AWS, Salesforce, O365) to strengthen identity governance and automate user provisioning via PowerShell and workflow scripting. • Managed inventory and IT asset lifecycle with a focus on disaster recovery planning, hardware refresh cycles, and vendor coordination — reducing overhead costs by $5K annually. • Provided strategic input on project scoping, risk mitigation, and resource planning for IT deployments, helping prevent scope creep and saving $18K in potential overrun costs. • Developed and maintained IT documentation including runbooks, SOPs, and process maps, improving team knowledge sharing and onboarding efficiency. • Facilitated team standups and retrospectives while tracking KPIs to align support operations with business goals and improve team efficiency by 15%.

• Managed identity and access for 2 , 500+ users across Google Workspace and Microsoft 365, ensuring secure account provisioning, deactivation, and access adjustments in line with IT security policies and SLAs.. • Streamlined onboarding / offboarding processes, reducing employee setup time by 30% and minimizing downtime by 20%. • Coordinated with HR, IT, and department heads to ensure secure access provisioning, improving data security by 15%. • Provided white - glove support to C - Level Executives and CEO, by monitoring, analyzing, prioritizing, and classifying incidents / requests and resolving 95% of technical issues (conferencing, computer troubleshooting, and hardware requests) within 24 hours, improving Executive productivity by 20%. • Deployed and managed mobile devices (MDM) for 200+ employees, maintaining security compliance and reducing downtime by 20%. • Installed and configured hardware, software, and printers for 500+ devices, enhancing operational efficiency and reducing setup time by 25%. • Investigated, diagnosed, and resolved software and hardware issues with 90% first - call resolution rate, minimizing business disruptions. • Performed technology asset management, ensuring up - to - date hardware / software inventory with 98% accuracy, reducing stock shortages by 15%, and improving asset tracking and lifecycle management. • Authored technical documentation and end - user knowledge base articles on IAM procedures and IT support FAQs, reducing helpdesk ticket volume by 20%. • Supported multiple tech projects, contributing to 15% improvement in project efficiency by applying technical expertise.