Tamia Davis

• Provided technical support to approximately 400 users, managing incident and request tickets in ServiceNow for timely resolutions.
• Resolved user issues through direct communication via Microsoft Teams, gathering requirements for customized solutions.
• Administered user access and group assignments in Microsoft Entra (Azure AD), including SSO configurations for cloud application access.
• Created and maintained user account in Active Directory, ensuring compliance with organizational standards.
• Applied ITIL-aligned service management practices to enhance incident response, request fulfillment, and escalation procedures.

Collaborated with departments using Teams and Outlook to create AD groups and provision access.

Assisted end users with admin account and computer issues, including password resets and technical troubleshooting.

Utilized Splunk to identify and resolve root causes of technical problems.

Worked alongside Information Security to identify and disable compromised accounts.

Created and managed internal PKI certificates for various applications.

Facilitated migration of on-prem MFA to Azure cloud to enhance security.

• Delivered Tier 1 IT support to 100+ SAGE clients and internal users via various channels.
• Resolved a diverse range of technical issues across multiple systems for customers in different time zones.
• Ensured SAGE-approved devices were available and configured for optimal performance.
• Managed high call volumes, addressing over 20 technical issues reported through Jira.
• Resolved or escalated problem tickets to ensure timely resolution of user inquiries.
• Translated complex technical issues into clear, detailed information for non-technical users.
• Collaborated with peers and supervisors to escalate and address end-user technical concerns.
• Utilized ticketing system and CRM to document and track troubleshooting processes effectively.