David Steele

Provided Level 2 technical support for end users across hardware, software, SaaS applications, and connectivity issues, managing 50-60 help desk tickets daily. Managed IT onboarding and offboarding, supported SSO, MFA, and identity management, and provided advanced application support for Epic and Cerner.

Provided Level 1 technical support and maintenance for enterprise server and network infrastructure. Monitored system performance metrics and communicated technical concepts across cross-functional teams.

Resolved complex hardware and software issues in a regulated healthcare environment using ServiceNow. Administered IAM functions and provided specialized support for Epic EMR, MyChart, and clinical mobile applications.

Managed IAM protocols, troubleshooting Active Directory, Okta 2FA, MyID, and SAP. Administered endpoint management with SCCM and JAMF, and provided support for Citrix, virtual machines, and enterprise applications.

Managed IT onboarding and offboarding, executing user provisioning and account termination across Active Directory and Google Workspace. Administered Google Workspace and IAM systems, troubleshooting SSO and MFA issues.

Provided service desk support as a contractor.

Used ServiceNow and Active Directory to triage and resolve user issues, improving resolution times by 35% and customer satisfaction by 17%. Managed VDI and MDM platforms and administered RSA SecurID and two-factor authentication.

Provided desktop support as a contractor.

Provided Exchange support engineering as a contractor.

Provided Level 1 help desk support as a contractor.

Coordinated IT for lean manufacturing as a contractor.

Achieved CompTIA A+ certification in 2019.

Completed CompTIA IT certifications in 2017.

Earned the Google IT Support Professional Certificate.