Benjamin
Horton

• Provisioned and de-provisioned user accounts in Active Directory, ensuring timely access control across the organization
• Created and managed security groups for permission delegation across mailboxes, network folders/drives, and AppLocker exceptions
• Managed computer objects including BitLocker recovery keys and LAPS implementation
• Assigned appropriate Microsoft 365 licenses via Entra ID (Azure AD)

• Managed inbox delegation for shared and personal mailboxes
• Administered distribution lists including creation, maintenance, and decommissioning
• Maintained room and shared calendars for organizational scheduling

• Worked Tier 2 tickets in TDX, resolving escalations from help desk staff
• Created and maintained end-user documentation in public knowledge base
• Developed and updated internal IT documentation in SharePoint
• Responded to inquiries via ticketing system, phone, email, and Microsoft Teams

• Supported 5,000 administrative staff in Central IT environment
• Delivered VIP hardware and software support for executive team on rotating schedule
• Provided cross-platform support for Windows and Mac systems

• Provided tier 1.5 technical support via phone, email, and in-person for hardware, software, and network issues, including Windows desktop/server, switch and cabling, and Dell AIO hardware troubleshooting
• Configured and deployed software and OS images via SCCM; managed firewall rules and DeepFreeze deployment across AD-group subdomains
• Collaborated with cross-functional teams to resolve VDI (VMware) and networking issues
• Managed and maintained IT equipment — laptops, desktops, printers, and switches — and monitored resource usage with Labstats
• Conducted end-user training and documented support requests in Jira for timely resolution