JENEENA JAMES

• Accurately documented all troubleshooting steps, resolutions, and updates within the ServiceNow ticketing system for tracking and knowledge management.
• Performed Active Directory administration tasks, including user account creation, password resets, account unlocks, group membership management, and policy reviews.
• Handled initial login support for new users, including the configuration of accounts and assistance with multi-factor authentication via Microsoft Authenticator.
• Supported and troubleshot Microsoft 365 applications, including Outlook, OneDrive, Teams, and SharePoint.
• Used Microsoft Configuration Manager (SCCM) and Intune for device management, software deployment, system updates, and endpoint security enforcement.
• Assisted with application installation, patch management, and various system troubleshooting tasks on Windows devices.
• Utilized BeyondTrust Remote Support (Bomgar) and Remote Desktop tools to securely access user systems, and provide real-time assistance.
• Managed access control and provisioning using SailPoint, ensuring compliance with identity governance protocols.
• Resolved login and lockout issues using the Lockout Tool, enhancing user productivity, and reducing downtime.
• Provided basic network support, including drive mappings, file and share permission troubleshooting, and connectivity checks.
• Assisted with virtual environments and infrastructure support involving VMware and Microsoft Azure.

Key Skills & Tools

• Technical Support & Troubleshooting – Hardware, Software, Printers, Login Issues
• Identity & Access Management – Active Directory, SailPoint, Microsoft Authenticator, Lockout Tool
• Endpoint & Device Management – SCCM, Microsoft Intune, Microsoft Endpoint Configuration Manager
• Remote Support Tools – BeyondTrust (Bomgar), Remote Desktop
• Cloud & Collaboration Tools – Microsoft 365 (Outlook, Teams, OneDrive), SharePoint, Azure
• Service Management – ServiceNow Ticketing, Case Documentation
• Networking Basics – Drive Mapping, File/Share Permissions, Connectivity Troubleshooting

• Handle Major Incidents, Priority issues, Security Incidents through Servicenow tickets and P1 calls.
• Categorization & Dispatch of snow tickets based on Issue, Priority & Impact.
• Troubleshooting and escalation of issues to T2, T3 Core-Technical & Eng Teams.
• O365 administration - Management of all O365 Mailboxes, OneDrive delegates, Licenses, Device management, Azure AD, Domain whitelist.
• Management of User accounts & Groups in Active Directory for access to company applications & servers.
• Management of User accounts & Groups in Application Servers of RSA, EFT, Hrx Assist.
• Extraction of reports from Active Directory.
• Management of accounts & licenses for Telephonic solutions: Genesys Pure cloud & PSTN.
• Management of Snow accounts for Internal users & External Client user.
• Perform daily & weekly scheduled tasks via Snow control test.
• Creation, updating of SOPs and training new agents.

Key Skills & Tools

• ITSM & Incident Management: ServiceNow (P1 handling, ticket triage, scheduled tasks).
• User & Access Management: Active Directory, Azure AD, RSA, EFT, HRx Assist
• Office 365 Administration: Mailboxes, licensing, OneDrive delegation, device, and domain management.
• Telephony Systems: Genesys PureCloud, PSTN.
• Reporting and Audits: AD reporting, access reviews.
• Process & Documentation: SOP creation, knowledge base updates, training
• Escalation Management: Tier 2/3, and engineering coordination.