Ecrem Asanov
Sewell
Summary
IT Support Professional with 7+ years of enterprise IT experience supporting banking, insurance, manufacturing, and higher education environments. Experienced in technical troubleshooting, Active Directory, Azure AD, Microsoft 365, endpoint management, and identity and access administration. Proven ability to resolve complex issues, support executive users, and collaborate across Infrastructure, Network, Security, and Application teams.
Overview
11
11
years of professional experience
Work History
Technical Support Analyst
W.R. Berkley Corporation
Wilmington, DE
06.2025 - Current
- Delivered white glove IT support to employees, providing high-touch, customer-focused technical assistance with an emphasis on professionalism, urgency, and first-contact resolution.
- Supported Windows 10/11 endpoints, Microsoft 365, Microsoft Teams, VPN connectivity, and enterprise applications.
- Managed user accounts and access through Active Directory and Microsoft Entra ID.
- Utilized Microsoft Intune and Tanium for endpoint management, software deployment, compliance, and troubleshooting.
- Coordinated with networking and infrastructure teams to resolve VPN, firewall, DNS, and website access issues.
- Served as a liaison between the Help Desk and Network teams, assisting with escalated technical incidents and ensuring timely communication.
- Performed hardware deployment, workstation setup, peripheral support, and remote troubleshooting while maintaining excellent customer service.
- Prioritized critical incidents and provided dependable support in a fast-paced enterprise environment while meeting SLA expectations.
Senior Service Desk Analyst
Flagstar Bank
New York
04.2023 - 04.2025
- Served as a primary escalation point for complex technical issues across enterprise systems and applications.
- Provided executive-level white-glove support for VIP users and senior leadership.
- Acted as a liaison between Service Desk, Infrastructure, Network, Security, and Application Support teams to coordinate escalations and drive incident resolution.
- Managed onboarding and offboarding processes through Active Directory and enterprise application provisioning.
- Administered user permissions, security groups, and access requests while ensuring compliance with organizational policies.
- Prioritized and coordinated high-severity incidents affecting critical business services.
- Assisted in mentoring team members and promoting knowledge transfer through documentation and best practices.
- Identified recurring issues and collaborated with support teams to improve operational efficiency and reduce ticket volume.
- Maintained detailed documentation of incidents, root causes, and resolutions.
Help Desk Support Specialist
Flagstar Bank
New York
04.2022 - 04.2023
- Provided Tier 1 and Tier 2 support for Windows environments, VPN connectivity, printers, scanners, and remote access technologies.
- Administered Active Directory accounts, password resets, account unlocks, and user access requests.
- Managed ServiceNow incidents and service requests within SLA targets.
- Delivered phone and chat support through Cisco Finesse in a high-volume enterprise environment.
- Escalated and coordinated complex incidents with Infrastructure and Network teams.
- Maintained technical documentation and knowledge base articles.
Desktop Support Technician
Artuso Pastry Foods Corp.
Bronx, NY
01.2019 - 04.2022
- Supported three business locations by providing on-site technical support and maintaining daily IT operations.
- Installed, configured, upgraded, and reimaged Windows desktops and laptops.
- Diagnosed and resolved hardware, software, printer, scanner, and peripheral issues.
- Supported point-of-sale systems and business-critical operational applications.
- Performed workstation deployments, hardware upgrades, and device replacements.
- Troubleshot internet connectivity, Wi-Fi, and local network issues.
Computer Laboratory Technician (Internship)
CUNY Bronx Community College
Bronx, NY
01.2016 - 01.2018
- Supported students, faculty, and staff across multiple campus computer laboratories.
- Imaged and maintained Windows workstations and academic software environments.
- Managed Active Directory logins, printer configurations, and peripheral devices.
- Performed preventative maintenance and workstation reimaging.
- Provided technical assistance and training to students and faculty.
- Collaborated with IT staff on software deployments, hardware replacements, and documentation efforts.
Education
Associate of Applied Science - Computer Science
Bronx Community College
Bronx, NY01-2018
Skills
- Identity & Access Management: Active Directory, Azure Active Directory (Entra ID), User Provisioning, Access Management, Group Policy
- Microsoft Technologies: Microsoft 365, Outlook, Teams, OneDrive, SharePoint, Intune, SCCM
- IT Service Management: ServiceNow, Incident Management, Problem Management, SLA Management
- Endpoint Management: Tanium, SCCM, Intune, PC Imaging, Software Deployment, Patch Management
Timeline
Technical Support Analyst
W.R. Berkley Corporation
06.2025 - Current
Senior Service Desk Analyst
Flagstar Bank
04.2023 - 04.2025
Help Desk Support Specialist
Flagstar Bank
04.2022 - 04.2023
Desktop Support Technician
Artuso Pastry Foods Corp.
01.2019 - 04.2022
Computer Laboratory Technician (Internship)
CUNY Bronx Community College
01.2016 - 01.2018
Associate of Applied Science - Computer Science
Bronx Community College