Ecrem Asanov
Sewell
Summary
IT Support Analyst with 5+ years of experience supporting enterprise Windows and Microsoft 365 environments. Skilled in Active Directory, Azure AD, Intune, SCCM, Tanium, MFA, and endpoint security. Strong background troubleshooting Windows 11, O365, VPN, hardware, and network issues while maintaining high SLA performance. Adept at incident resolution and cross-team collaboration
Overview
10
10
years of professional experience
Work History
IT Support Analyst
W.R. Berkley
06.2025 - Current
- Resolved 30–60 Tier 1/2 incidents daily in ServiceNow, supporting hybrid and remote users while maintaining 98% SLA compliance.
- Administered Azure AD/AD accounts, group memberships, access provisioning, and MFA enrollment with zero access discrepancies.
- Managed endpoints using Tanium for patching, compliance, software installs, and remediation across 2,500+ devices..
- Collaborated with security team to investigate endpoint threats, quarantine devices, and enforce policy controls.
Service Desk Analyst
Flagstar Bank
04.2022 - 04.2025
- Provided Tier 1/2 remediation for Windows, VPN, remote access, network connectivity, and hardware failures across 3,000+ users.
- Administered Active Directory accounts, passwords, lockouts, and group policies with strict access control standards.
- Supported O365 apps, Teams, Outlook mailbox issues, mailbox permissions, and Exchange Online troubleshooting.
- Created knowledge base documentation, reducing new technician onboarding time by 30%
Computer Technician
Microcenter
02.2022 - 04.2022
- Diagnosed and repaired desktops, laptops, custom builds, and peripherals, achieving 95% first-time resolution.
- Consulted customers on hardware upgrades, OS migrations, security tools, and data backup strategies.
Desktop Support
Bronx Community College
01.2016 - 12.2018
- Delivered Windows support for 1,800+ users across multiple departments and labs.
- Installed, imaged, and configured hardware/software using standardized deployment procedures.
- Performed AD account resets, user onboarding, and workstation provisioning.
Education
Associate's - Applied Sciences & Computer Science
Bronx Community College
Bronx, NY01.2018
Skills
- Windows 10/11 Administration
- Active Directory (User & Group Management)
- Azure AD / Entra ID
- Microsoft 365 Administration
- Exchange Online (Mailboxes, Permissions, Shared Mailboxes)
- Outlook Troubleshooting (Hybrid Online)
- Intune (Device Management, Compliance, Policies)*
- SCCM / MECM (Patching, Software Deployment)
- Tanium (Endpoint Management)
- MFA Administration
- Conditional Access
- VPN Support (Cisco / GlobalProtect / Fortinet, etc)
- ServiceNow (Incident, Request, Change Management)
- Remote Support Tools (RDP, Teams, Quick Assist)
Timeline
IT Support Analyst
W.R. Berkley
06.2025 - Current
Service Desk Analyst
Flagstar Bank
04.2022 - 04.2025
Computer Technician
Microcenter
02.2022 - 04.2022
Desktop Support
Bronx Community College
01.2016 - 12.2018
Associate's - Applied Sciences & Computer Science
Bronx Community College