I am Ralph and currently working as a Helpdesk/Service Desk Analyst. I have experience with:
• Provided technical support to end users via remote sessions, chat, email, and phone.
• Handling multiple engagements simultaneously
• Managed employee onboarding and offboarding (termination) processes
• Logged, tracked, and resolved IT incidents and service requests using IT Service
Management (ITSM) tools
• Documented incident resolutions, troubleshooting steps, and knowledge base articles
for future reference
• Created and maintained distribution lists and shared mailboxes
• Provisioned and managed network drive access
• Handled Azure license assignments and security group provisioning
• Administered Microsoft license allocation and management
• Performed Active Directory profile updates and modifications
• Coordinated with Incident Management, including L2 and L3 teams, to ensure timely
resolution of high-priority incidents
• Managed contractor account modifications through database systems
