John Anagnostellis

• Automated system administration tasks through the creation and implementation of scripts, resulting in increased operational efficiency.

• Responsible for the management of Microsoft Defender, Intune, Entra, Azure, Salesforce and Office 365 Admin, ensuring optimal performance and security across platforms.

• Utilised SQL and some C# to troubleshoot and resolve bugs, ensuring smooth functionality and providing effective support.

• Provided Level 2 technical support encompassing printers, networks, Android, and Mac systems, delivering timely solutions and enhancing user experience.

• Developed and implemented robust security protocols to safeguard customer data, mitigating potential risks posed by malicious actors increasing the defender score by over 15% and compliance by 100%.

• Collaborated seamlessly with cross-functional teams to identify and resolve data-related issues, fostering a cohesive working environment.

• Played a key role in overcoming roadblocks in loan application processes, contributing to the generation of over $100 million for the company.

• Led the deployment of computer operating system updates and program patches, ensuring systems remain up-to-date and secure via Intune and Powershell.

• Leveraged O-365, Citrix, Active Directory (AD), Exchange (Online), Azure, and VOIP systems to provide end-user support and address concerns effectively.

• Managed and updated an extensive IT asset inventory, overseeing the tracking of hardware and software assets throughout the organisation.

• Monitored and promptly addressed customer inquiries through various channels, including email, phone, chat, and social media.

• Conducted troubleshooting and resolution of WAN/LAN connectivity issues to maintain seamless network performance.

• Orchestrated the set-up and re imaging of PCs across diverse campuses, ensuring the smooth deployment and functionality of systems.

• Successfully identified and resolved over 1000 customer incidents in a single quarter, achieving an impressive 98% customer satisfaction rating.

• Established and adhered to Service Level Agreements (SLAs) to ensure the timely and efficient resolution of customer inquiries.

• Contributed to knowledge sharing and efficiency enhancement by regularly updating the IT Wiki with pertinent information and best practices.

• Conducted in-depth troubleshooting and investigation of IT-related issues to ensure swift problem resolution.

• Proficiently logged and escalated jobs, adhering to cross-functional collaboration for effective issue resolution.

• Followed established VP policies, procedures, and guidelines in the escalation process to maintain compliance.

• Utilised SM9 and Service Now for accurate and organised recording, access, and resolution of IT issues.

• Collaborated seamlessly with various vendors and service providers to streamline operations and enhance service delivery.

• Delivered exceptional customer service by analysing user needs, establishing rapport with clients, and ensuring proactive and dependable support.

• Provided members with accurate and timely information regarding requests or issues, contributing to overall customer satisfaction.

• Shared valuable lessons learned and actively participated in process improvements within the team.

• Managed Apple Airwatch to configure and oversee iPad/iPhone settings, ensuring optimal functionality.

• Utilised Active Directory for repairing and assisting members with profile-related issues, ensuring smooth user experiences.