Andre Lewis

• Followed all company policies and procedures to deliver quality work.
• Listened and responded to customer requests and forwarded necessary information to superiors.
• Collected, arranged, and input information into database system.
• Maintain user licenses within Exchange (including creating and maintaining Distribution list and shared mailboxes)
• Create user profiles within AD using powershell
• Assist with new hire request
• Problem solved multiple access related issues within Entra/Azure, Active Directory, NLS (nortridge), voice/chorus, Oracle, Fusebox, citrix, and more.
• Conducting user account life cycle management reviews for applications/privilege accounts such as, Duo, along with S/A - accounts
• Responded to all request in regards to creating, provisioning, securing, and revoking access.
• Worked with appropriate staff to deploy innovative compliance management and application security solutions.
• Assisted with system upgrades and evaluating new technologies, settings, and functionality.
• Assisted with the merger for Hilton Grand Vacation/Diamond Resorts with Blue/Green
• Assisted with generating reports to perform in-depth analysis and data collection for issues associated with IAM.

- Handled offline and voice calls
- Create/transfer/Remove system files from company or clients
- Tracked spam emails using tools such as Mxtoolbox - to find return address
- Created new user accounts and set the permissions (applications, groups, emails, sign-in verification, etc...)
- Maintained Knowledge of billable upgrades/updates/installs
- Set country limitations for company networks and set permissions for access to servers
- Manually installed workplace application and tested hosted application network connection
- Ran compliance check for system computer and software
- Ran Anti-virus updates
- Created tickets using Zendesk
- Collected Json files for system diagnostics
- traced network domains within command line to determine connection speeds
- Assisted with installation/reset for citrix applications
- Checked OS specs to determine compatibility
- Recommended software/Hardware to install or purchase
- Managed company exchange networks to mount/block/allow emails for users

• Removed malware, ransomware and other threats from laptops and desktop systems, but if unable would escalate to appropriate team.
• Retained existing clients and help assisted with on boarding new accounts by extending high quality and efficient support with the user of Active Directory
• Configured hardware, devices and software to set up work stations for employees.
• Proficient with the user of service-now (snow) ticketing systems
• Collaborated with vendors to locate replacement components and resolve advanced problems.
• worked with Citrix - assisting users with troubleshooting remote connection issues/updates/installs
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Patched software and installed new versions to eliminate security problems and protect data.
• Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
• Actively listened to customers, handled concerns quickly and escalated major issues to appropriate teams.
• Manage late shift as Operations Manager - which I covered end of day numbers reports, Handovers to overseas teams, monitored IM chat queue(Incident management) and reporting any outages, managed up to 7 employees

• Documented transactions and support interactions in system for future reference and addition to knowledge base.
• Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
• Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
• Provided customer support and technical support to [5 yrs] customers daily