● Use infrastructure and systems expertise to troubleshoot environment, access and configuration issues affecting application quality. ● Design and execute functional, regression and smoke tests; document defects with clear reproduction steps and technical evidence. ● Collaborate with developers, product owners and support teams on release readiness and incident analysis.

● Administered Active Directory, Microsoft Entra ID and Microsoft 365 identities, access and security controls. ● Managed Windows endpoints with Microsoft Intune, including device configuration, deployment and application packaging. ● Automated recurring administration tasks with PowerShell, reducing manual workload by approximately 30%. ● Managed Exchange Online and Hornet Security controls, improving protection against phishing and spam. ● Provided L1/L2 infrastructure and user support through ServiceNow, reducing resolution time by approximately 50%. ● Designed and implemented Service Desk procedures to improve support consistency and operational efficiency.

● Deployed and maintained enterprise applications through SCCM and packaged applications using PowerShell and VBS. ● Managed MDT images and standardized Windows workstation environments. ● Provided L2/L3 support for complex workstation, application and infrastructure incidents.

● Delivered L1/L2 support in business-critical Windows, Microsoft 365 and IBM Notes environments. ● Managed mobile devices with MobileIron and performed server and hardware maintenance.