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Manages user access and roles, monitors environments, and administers identity verification and authentication processes. Implements SSO solutions, manages LDAP accounts, and resolves access-related incidents.

Provided front-end support to clients and users, diagnosed issues in SIT, UAT, and production environments, and utilized ServiceNow for incident management. Tracked logs through Kibana and consulted with developers and analysts to improve application performance.

Performed onsite analysis, diagnosis, and resolution of computer issues for users, set up computers for new users, and handled Moves, Adds, and Changes (MAC) requests. Audited work quality of junior team members.

Provided remote support for end-user desktop and computer-related incidents, communicated with internal and external teams, and set up Outlook and MS Teams on mobile devices. Troubleshot access issues to customer applications.

Provided first-line support to customer queries via email, phone, and tickets, created user accounts and password resets in Active Directory, and managed distribution lists and shared mailboxes. Configured VPN issues and granted application licenses.

Microsoft Certified: Identity and Access Administrator Associate certification.

Grade: Cum Laude

Advanced Diploma in Informatics, completed with Cum Laude.

National Diploma in Informatics with a focus on Business Applications.