Abigail St. Clair

• Provided technical support for hardware and software issues, ensuring minimal downtime for users.
• Managed ticketing system to prioritize service requests and streamline response times.
• Collaborated with IT teams to implement process improvements, enhancing overall service desk efficiency.
• Improved first-call resolution rates by utilizing advanced troubleshooting techniques and extensive product knowledge.
• Manage user accounts, password resets, group memberships, and access permissions through Active Directory.
• Assist users with Citrix application access and remote desktop connectivity issues
• Document incidents, service requests, and resolutions using ServiceNow.

• Supported Office 365 migrations for internal and remote users across corporate desktops, laptops, and mobile devices.
• Installed, configured, repaired, and upgraded desktops and laptops to support business operations.
• Provided technical support for Windows 7, 10, and 11 environments, including installation, configuration, and troubleshooting.
• Managed user account provisioning, updates, and deactivations within Active Directory.
• Performed password resets and resolved authentication issues to ensure uninterrupted user access.
• Troubleshot Active Directory-related access and permissions issues.
• Responded to incoming calls from healthcare providers and internal staff requiring technical assistance.
• Ensured all calls were handled professionally and resolved within established service levels.
• Documented incidents and resolutions accurately, providing resolution within 24 hours when applicable.
• Assisted employees with Microsoft Outlook and email setup, configuration, and troubleshooting.

• Address immediate health and safety concerns and report related issues to supervisors.

• Monitored client medications and adherence to individual treatment plans.
• Assisted in the development of individualized care plans for improved resident outcomes and satisfaction.
• Conducted regular safety checks within the residential facility, identifying potential hazards and addressing them promptly.
• Handled emergency situations with a calm and focused demeanor, following established protocols to ensure resident safety.