Mickaela E.

Documented incidents and service requests accurately in ServiceNow (SNOW), adhering to ITIL best practices for incident categorization and escalation through phone and chat channels. Administered accounts using IDMS and ARS systems, managing password resets, account unlocks, and Bitlocker Recovery Keys to minimize downtime and support user productivity. Installed, uninstalled, and configured software applications to ensure optimal performance. Diagnosed troubles with MS Office, resolving various issues such as login failures and synchronization errors. Employed Microsoft Entra ID for verifying user account status and troubleshooting access issues while managing PingID authentication challenges through the PingID Admin Console. Addressed connectivity issues involving Cisco AnyConnect and Zscaler VPN solutions while escalating complex cases to the network team for further assistance. Supported users by guiding them through the Identity and Access Management (IAM) platform for appropriate access provisioning.

Delivered first-line technical support to over 1000 users each week, resolving inquiries and maintaining detailed case documentation in ServiceNow (SNOW). Troubleshot and resolved hardware, software, and application issues on SSBT’s platform for Windows 10, Windows 11, and Citrix Virtual Desktop environments, in line with ITIL-based processes. Collaborated with the Level 2 support team to escalate unresolved issues, ensuring timely resolutions while maintaining high customer satisfaction rates. Assisted users with Microsoft Intune enrollment on Android and iOS devices for secure access to productivity tools like Microsoft Teams and Outlook. Diagnosed and resolved network drive accessibility issues for State Street users, which included mapping drives, restoring connections, and verifying permissions through Active Directory.

Managed over 30 cases daily with a focus on order processing and vendor coordination for healthcare professionals. Processed and tracked medical orders and authorizations utilizing EHR systems while ensuring compliance with HIPAA and internal regulations. Collaborated with supply chain teams to support pharmacy and hospital order processing by verifying the availability of products.