ANDRII PATIUTKA

Provided L2/L3 support for over 400 onsite and remote users in a hybrid Microsoft 365 and Azure AD environment, resolving escalated tickets related to identity, access, software, hardware, network, and Mac OS issues.Troubleshot and resolved a wide range of software problems including Windows OS errors, Microsoft Office 365 apps, VPN connectivity, endpoint protection, SaaS application access, Mac OS troubleshooting, and printer/scanner malfunctions.

Diagnosed and repaired hardware failures involving desktops, laptops, peripherals, mobile devices, and network equipment to minimize downtime and maintain productivity.

Administered and optimized Cisco Meraki infrastructure, including configuration of firewalls, switches, and wireless access points via the Meraki Dashboard; performed VLAN setup, firmware upgrades, and root cause analysis of network connectivity issues.

Diagnosed and resolved complex Single Sign-On (SSO) issues across multiple SaaS platforms, including user authentication failures, token expirations, multi-factor authentication (MFA) errors, and access permission conflicts, ensuring seamless and secure user access.

Configured and maintained SSO integrations for multiple SaaS platforms using Azure AD and Conditional Access policies, enhancing security and reducing authentication-related incidents. Managed enterprise email security through Mimecast and Zscaler, applying advanced threat protection policies to mitigate phishing, malware, and data loss risks.Executed ring-based patch management strategies via Microsoft Endpoint Manager (Intune), ensuring timely updates and maintaining compliance across endpoints.Participated in formal change management processes, contributing to planning, testing, documentation, and deployment of system changes with minimal user disruption.

Utilized ServiceNow to manage incidents, service requests, asset tracking, and change records, consistently meeting SLA targets and maintaining detailed resolution documentation. Collaborated with cross-functional teams to escalate complex issues, deliver end-user training, and develop knowledge base articles to improve first-call resolution rates.

Successfully address a diverse array of technical issues across both Windows and Mac operating systems and applications for end-users, promptly and professionally.

Provide exceptional technical support through multiple communication channels, including chat, email, and face-to-face interactions, ensuring swift issue resolution and minimal workflow disruption for a user base of 300+ individuals.

Develop and maintain various standard operating procedures (SOPs) to establish departmental structure and serve as initial documentation for incoming team members.

Demonstrate proficiency in Microsoft 365 administration tasks, encompassing user permissions, account creation, and user management.

Configure and troubleshoot network connections within the UniFi ecosystem, encompassing access points, VOIP phones, switches, and routers.

Configuration of UDM servers, preparing them for installation at new store locations.

Work closely with the IT team to implement robust security measures and policies, safeguarding network and data integrity.

Effectively manage and prioritize incoming support tickets via the Jira ticketing system, consistently meeting or exceeding SLA guidelines.

Deliver comprehensive training sessions to end-users, equipping them with fundamental IT procedures and best practices, thereby enhancing their digital literacy.

Designing, customizing and developing SharePoint and Office 365 solutions and the tools and technologies used in the

creation of these business solutions.

Document solutions by developing documentation according to established standards, flowcharts.

Serve as the first point of contact for users seeking IT support over email, chat and phone.

Complete ticketed support items in a timely fashion along with recorded detailed notes and events.

Assist with onboarding & offboarding of users.

Aid users through IT troubleshooting and problem-solving process.

First and all subsequent contact with customer 24

7 support via phone and email.

Basic Level 1 troubleshooting, redirect to L2/L3 as required.

Search knowledge base to verify if reported problems are already known issues with a defined resolution plan.

Impact analysis with the accurate classification of reported issues to ensure appropriate prioritization.

Qualification/replication of the reported issue in an appropriate customer environment.

Initial triage to isolate unsupported 3rd party issues from the potential root cause information gathering to ensure complete availability of details required for root cause analysis.

Provision of technical resolution or problem workaround problem routing/escalation to second/third level support or third parties where required.

Serve as the first point of contact for users seeking IT support over email, chat and phone.

Complete ticketed support items in a timely fashion along with recorded detailed notes and events.

Assist with onboarding & offboarding of users.

Aid users through IT troubleshooting and problem-solving process.

Administer cloud services e.g Office365, and more.

Direct unresolved issues to the next level of IT support.

Provide first level technical support and preliminary investigation to customer issues and service requests.

Manage and track customers issues.

Troubleshoot customers issues primarily by frontal sessions.

Work directly with other Support groups within Zerto.

Develop and review content for the company's knowledge base.