Latangela Oliver

• Remotely diagnosed and resolved issues related to operating systems, software applications and network connectivity resulting in an increase of uptime for end-users.

• Contributed to a 20% decrease in ticket resolution time through setup, installation, and configuration of IT equipment for remote users.

• Responsible for the identity and access management of 500+ users in Active Directory per month.

• Contributed to the development and improvement of over 50 remote support processes and procedures.

• Developed and maintained security policies and procedures via Azure and Active Directory, ensuring compliance with industry standards and reducing the risk of regulatory fines.

• Utilized Powershell scripts for querying and configuring AD attributes, enhancing automation and efficiency in management tasks.

• Installed and configured many domain controllers,windows operating systems, VMware virtualization software, Microsoft 365 software and peripheral devices resulting in a notable increase in user productivity.

• Provided top-notch customer service by promptly addressing helpdesk tickets and user inquiries.

• Utilized helpdesk software to log, track, and manage service requests, ensuring timely resolution and customer satisfaction
• Collaborated with IT teams to escalate and resolve complex technical issues, maintaining a high level of customer satisfaction
• Managed and maintained user accounts, permissions, and access controls in accordance with company policies.

• Monitored and maintained the integrity of online systems, ensuring compliance with community guidelines and policies
• Investigated and resolved user reports of inappropriate content, system misuse, and technical issues
• Collaborated with development teams to identify and address system vulnerabilities, enhancing overall security and performance
• Generated regular reports on system usage, incidents, and moderation activities for senior management review.