Gwen May

Hired as End User Support Engineer, promoted to Senior level September 2024

• Streamlined and automated ticketing system to facilitate SLA resolutions
• Maintained and rebuilt internal MDT server of custom Windows imaging solution
• Internal network support and customization of VLANs, VPNs and isolated subnets
• Building and maintaining organization-wide automations using Power Automate, PowerShell, Azure Runbooks and Entra Enterprise Applications
• Built MDM profiles for Windows Autopilot and Endpoint management
• Administration of MDM, Email system, antivirus, audio/visual systems, SharePoint, and other Microsoft systems

• Provided technical support for software and hardware issues, ensuring timely resolution of user inquiries.
• Diagnosed and troubleshot network connectivity problems, utilizing remote access tools to assist users efficiently.
• Trained junior technicians on ticketing systems and customer service best practices to improve team performance.
• Implemented knowledge base updates, enhancing team resources for quicker reference during support calls.
• Provided end-user troubleshooting and desktop support.