Supported 2,000+ users with account provisioning, MFA activation, and access management — ensuring role-appropriate access and prompt revocation on offboarding.
Maintained 90%+ SLA compliance resolving 20–30 daily service requests via Freshworks across hardware, software, networking, AV, and account issues.
Managed 300+ endpoints using Microsoft Intune, cutting device deployment time by ~25% through standardized provisioning workflows, policy automation, and software deployment templates.
Supported security compliance through MFA setup and enforcement, RBAC provisioning and revocation, and ensuring devices met institutional requirements through Intune.
Troubleshot DNS, DHCP, and VPN issues across multiple campus sites; escalated complex infrastructure problems with clear documentation to accelerate resolution.
Tracked IT asset inventory and maintained hardware/software database for directors and staff, supporting refresh and lifecycle planning.
Authored and maintained technical documentation and ITSM knowledge base articles for incident resolution and process consistency across the team.
IT Service Desk
Sep 2023 – Apr 2024
Algoma University
Provided Tier 1 & 2 support to a 500–1,000 user environment via Freshworks, resolving hardware, software, account, and connectivity issues across Windows, Mac, and mobile endpoints.
Supported end-user onboarding and offboarding — provisioning accounts, configuring devices, and assigning M365 access so new staff had working setups from Day 1.
Configured and maintained Windows and macOS workstations, printers, and peripherals across campus.
Imaged and configured 75–110 devices each semester across Windows and macOS, deploying and validating 8–10 applications per device; performed hands-on hardware repairs on laptops, desktops, printers, and AV equipment.
Authored ITSM process articles that reduced Tier 2/3 escalation times and gave the team reusable, standardized resources.