Systems Analyst
Relias · Morrisville, NC (Hybrid, Contract)
- Escalation lead across 260+ users — served as hands-on technical lead and Tier 2/3 escalation point, guiding junior staff on hardware requests, break-fix triage, and provisioning while owning complex incidents end-to-end.
- Endpoint & identity administration — administered Microsoft Intune (device enrollment, compliance policies, app deployment, security baselines) across Windows and macOS; managed access and endpoint compliance via Azure AD / Microsoft Entra.
- Onboarding & service delivery — led laptop/workstation setup and new-hire onboarding; managed ServiceNow ITSM queues and prioritized work by business impact.
- Automation — built PowerShell automation for ticketing and asset workflows, cutting manual processing time and improving operational efficiency.
- Infrastructure projects — supported large-scale printer/MFD replacements, Windows 10→11 upgrades, and device-lifecycle automation across multiple sites.