Kennedy Osemwekhae

Serve as a primary point of contact for employees requiring support with hardware, software, operating systems, telephony, networking and identity-related issues. Resolve incidents and service requests through phone, email, chat and ticketing channels, applying ITIL-aligned practices and escalating complex issues to specialist teams when required.

Deployed and supported endpoint solutions using Intune, SCCM and Autopilot across Windows and macOS environments. Administered Active Directory and Azure AD users, groups, devices and MFA, and supported Microsoft 365 services including Exchange, SharePoint, OneDrive and SSO.

Supported the deployment and enrolment of approximately 4,000 Windows 10 laptops, desktops and mobile devices using SCCM, Autopilot and Microsoft Intune. Provided 2nd-line support to office, station and train operations users, covering Active Directory, Microsoft 365, remote access and specialist rail applications.

Deployed and reimaged Windows 10 devices and VDI thin clients using SCCM, and coordinated hardware deployment and legacy device decommissioning. Supported executives and employees with VDI, Citrix, Cisco AnyConnect, RSA tokens, Wi-Fi, printing, conferencing and ServiceNow issues.

Enrolled 500-600 Windows laptops in Intune, 400 Chromebooks in Google Admin and migrated approximately 2,700 Android devices to Microsoft Endpoint Manager. Supported VPN, Citrix, conditional access and Microsoft business applications, tested new endpoint solutions and documented outcomes.

Built and configured approximately 3,000 Windows devices; supported Microsoft 365, Active Directory, Azure AD, Intune, Autopilot, MobileIron, printers, meeting rooms and user training.

Delivered 1st-line support across UK sites using Track-It and Zendesk, managed incidents through resolution, deployed hardware and software, supported Microsoft 365 and reported recurring support trends.

Supported more than 5,000 users across enterprise and rail applications, including a 100-user VIP bid team; administered Active Directory, Microsoft 365, Citrix, VMware, Intune and network devices.

Logged, triaged and resolved customer issues within agreed service levels, maintained case records, supported system testing and delivered product training through webinars and screen sharing.

Bachelor of Science in Geography from Lagos State University, Nigeria.