Henry Okoh
@henryokoh
IT support and help desk analyst specializing in Active Directory and automation.
United StatesWhat I'm looking for
I’m a Help Desk Analyst who thrives on fast, reliable service delivery—resolving account issues, hardware/software problems, and security requests while keeping SLAs on track using ServiceNow.
In my recent role, I provisioned and managed centralized identity services by configuring Active Directory on Windows Server 2022 for 250+ simulated corporate users, handled password resets and account unlocks, and managed incident lifecycles end-to-end to achieve 100% resolution within defined SLAs.
I also focus heavily on automation and reporting: I execute bulk onboarding scripts with PowerShell to speed up new-hire account setup, and I use the ServiceNow (SNOW) API so updates stay flowing for active incident queues (including 100+ active support incidents).
Before that, I served as a Technical Support Specialist for Intuit Mailchimp’s workforce, where I handled 40+ daily requests, supported Active Directory for 700+ users across 400+ networked workstations, and standardized ServiceNow knowledge base documentation to improve first-call resolution and consistent remote support.
Experience
Work history, roles, and key accomplishments
Help Desk Analyst
Inktavo
Nov 2024 - Present (1 year 4 months)
Provisioned and managed centralized identity services by configuring Active Directory on Windows Server 2022 to support 250+ simulated corporate users. Resolved 40+ daily account lockouts and security requests and used ServiceNow to ensure 100% incident resolution within defined SLAs.
Technical Support Specialist
Intuit
Oct 2023 - Nov 2024 (1 year 1 month)
Served as the first point of contact for Intuit Mailchimp workforce support, resolving 40+ daily requests (e.g., account lockouts and password resets) while maintaining 100% SLA compliance via ServiceNow. Managed Active Directory for 700+ users across 400+ workstations and automated onboarding for 70+ new hires using PowerShell and ServiceNow API reporting.
Education
Degrees, certifications, and relevant coursework
Montclair State University
Bachelor of Business Administration, Management
Bachelor of Business Administration in Management from Montclair State University.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Portfolio
github.com/hiokoh7-byteJob categories
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