Pam Malere

Provided Tier 3 support for over 90,000 users, improving uptime, security, and user satisfaction.

Managed the Microsoft Teams environment, creating new teams and associated Microsoft 365 Groups within Entra ID; ensured that permissions and memberships remained synchronized and compliant.

Managed Exchange Online and Teams environments, including shared mailboxes, resource accounts, and distribution lists; aligned permissions with Entra ID and MFA policies to maintain secure collaboration.

Authored and maintained detailed knowledge base articles and SOPs, reducing escalations, and improving first-call resolution accuracy.

Automated recurring tasks with PowerShell to streamline account maintenance and reporting.

Deployed software and patches through SCCM and Software Center, increasing endpoint reliability and compliance.

Resolved Citrix session/access issues, and coordinated escalations to engineering when needed.

Diagnosed hardware issues and coordinated HP replacements within 24 hours.

Resolved over 2,000 Remedy tickets annually, improving authentication and file access success rates.

Co-developed nationwide Folder Redirection rollout documentation (2017), training IT staff across multiple agencies.

Recognized by USDA IT leadership in 2017 for training excellence and rollout readiness.

Supported MobileIron for secure mobile email access; resolved sync and authentication issues.

Provided calm, solution-focused support during major incidents, earning national recognition in 2018 and 2021.

Resolved 75+ tickets daily (password, account access, and VPN issues) with a 98% first-call resolution.

Improved response time by streamlining ticket triage and escalation processes.