CARIN THORNTON
Infosys Technologies
Lawton(OK),OK
1
Certification
7
years of professional experience
Detail-oriented Application Support Professional with over 5 years of experience in remote and support center environments. Skilled in troubleshooting software, access, connectivity, and endpoint issues through structured diagnosis and effective communication. CompTIA Security+ certified, ready to enhance user experience in time-sensitive application support roles.
Work History
IT Infrastructure Help Desk Analyst
1 Year 3 Months- Triaged and resolved Microsoft 365, Entra ID, Exchange Online, Teams, VPN authentication, and endpoint issues for approximately 3000 users within a high-volume enterprise environment.
- Diagnosed account access and application disruption root causes, tracked troubleshooting steps and resolution outcomes in ServiceNow, and routed complex cases to Infrastructure, Networking, and Security teams for timely resolution.
- Administered Active Directory and Entra ID account provisioning workflows, including group membership updates, password resets, and MFA; documented and delivered clear resolution explanations tailored to different technical backgrounds.
- Resolved L1/L2 incidents for hardware, software, and network issues using ticketing workflows.
- Managed password resets, account unlocks, and access requests across Active Directory environments.
IT Infrastructure Help Desk Analyst
1 Year 1 Month- Microsoft 365 authentication, VPN, and endpoint issues were resolved quickly to restore user access. Exchange Online, Teams, OneDrive, and SharePoint support kept enterprise collaboration services running smoothly.
- Managed identity and access requests within Active Directory and Microsoft Entra ID; supported Microsoft Intune device enrollment, remote wipes, and mobile device management.
- Coordinated with infrastructure and security teams to address complex incidents and delivered step-by-step troubleshooting instructions for user problem resolution.
- Troubleshot Outlook, VPN, and remote connectivity issues for end users.
- Logged, prioritized, and tracked service requests while meeting SLA expectations.
Technical Support Analyst
2 Years 1 Month- Managed remote diagnostic workflows for software, Microsoft 365, printer, and network connectivity problems affecting approximately 450 enterprise users using TeamViewer and Datto RMM.
- Workstations were configured and applications were installed, supporting smooth use of Outlook, Teams, OneDrive, Adobe Acrobat, Active Directory access, and Intune endpoints. Desktop support issues across Outlook, Teams, OneDrive, Adobe Acrobat, Active Directory, and Intune were resolved through application installation and workstation setup. Reliable user access and device readiness followed application deployment, workstation configuration, and troubleshooting for Outlook, Teams, OneDrive, Adobe Acrobat, Active Directory access, and Intune.
- Entered incident records and resolution notes in ServiceNow, ensuring accurate documentation for escalation tracking and knowledge sharing.
- Resolved complex technical incidents, restoring service for end users and escalating unresolved issues appropriately.
- Analyzed recurring support trends, identifying root causes and recommending process improvements for faster resolution.
Computer Assistant
1 Year- Diagnosed and resolved software, operating system, peripheral, and network connectivity issues for military and civilian users while adhering to Tier I and Tier II support protocols and established security procedures.
- Delivered reliable Windows workstation and application configuration, streamlined account access onboarding, supported software deployment, and kept technical documentation current.
- Resolved hardware and software issues, restoring user access and minimizing downtime.
- Managed user accounts, permissions, and password resets across office systems.
Technical Support Specialist
1 Year 3 Months- Resolved installation, configuration, update, performance, and compatibility issues for high-volume QuickBooks and TurboTax applications across Windows and macOS.
- Diagnosed multi-user and network connectivity faults impacting company file backup and restore, payroll update, and PDF printing, and implemented fixes to resume customer business workflows.
- Led step-by-step customer guidance with tailored explanations, and investigated browser, operating system, and application interaction patterns to isolate root causes.
- Resolved hardware, software, and network issues through remote troubleshooting and ticket tracking systems.
- Diagnosed user incidents, documented root causes, and escalated complex cases to appropriate support teams.
Education
High School Diploma
Skills
Application troubleshooting: installation
configuration
updates
performance
compatibility
browser
printing
multi-user and connectivity issues | Incident ownership
ServiceNow documentation
escalations and service level objectives | Microsoft 365
Entra ID
Active Directory
MFA
VPN
Intune | Remote customer guidance and cross-functional problem solving
CompTIA Security+ | Microsoft Certified Professional (MCP) | Microsoft Certified Technology Specialist (MCTS) | Studying for Microsoft SC-300 Identity and Access Administrator
Network troubleshooting
ServiceNow | TeamViewer | Datto RMM | Microsoft Remote Desktop | Windows 10/11 | Basic PowerShell
Certification
CompTIA Security+, Microsoft Certified Professional (MCP), Microsoft Certified Technology Specialist (MCTS), Studying for Microsoft SC-300 Identity and Access Administrator
Personal Information
Title: APPLICATION SUPPORT SPECIALIST | ENTERPRISE TECHNICAL SUPPORT | OVERNIGHT REMOTE
Timeline
IT Infrastructure Help Desk Analyst
Infosys Technologies
2025.07 - CurrentRead More
IT Infrastructure Help Desk Analyst
Mars
2024.06 - 2025.07Read More
Technical Support Analyst
Proven Recruiting
2022.06 - 2024.07Read More
Computer Assistant
Department Of Defence
2021.05 - 2022.05Read More
Technical Support Specialist
Sitel
2020.02 - 2021.05Read More
Eisenhower Senior High School
High School Diploma
Read More