Peter Firlotte

Delivered first-level technical support to end users via phone, email, remote access tools, and in-person support, resolving hardware, software, and network connectivity issues to minimize client downtime.

Diagnosed and troubleshot issues related to workstations, laptops, printers, peripheral devices, and network access components (switches and wireless access points).

Logged, tracked, and managed support requests using internal ticketing systems, ensuring accurate documentation, timely follow-ups, and adherence to service-level expectations.

Supported user account management activities including password resets, account provisioning, and access troubleshooting within Active Directory and Microsoft 365 environments.

Collaborated with team members and escalation groups to resolve complex technical issues and improve resolution efficiency.

Delivered first-level technical support to end users via phone, email, remote access tools, and in-person support, resolving hardware, software, and network connectivity issues to minimize client downtime.

Diagnosed and troubleshot issues related to workstations, laptops, printers, peripheral devices, and network access components (switches and wireless access points).

Logged, tracked, and managed support requests using internal ticketing systems, ensuring accurate documentation, timely follow-ups, and adherence to service-level expectations.

Supported user account management activities including password resets, account provisioning, and access troubleshooting within Active Directory and Microsoft 365 environments.

Collaborated with team members and escalation groups to resolve complex technical issues and improve resolution efficiency.

Administered and maintained Active Directory user accounts, groups, and access permissions for an environment supporting approximately 12,000 users, ensuring compliance with organizational security policies.

Managed user access privileges, group memberships, and security permissions in accordance with least privilege and information security standards.

Utilized PowerShell scripts to automate repetitive tasks, improving efficiency, particularly in user account management involving multiple users.

Configured and maintained Exchange mailbox settings, including permission assignments and troubleshooting mailbox-related issues.

Performed monitoring and maintenance of directory services to ensure account accuracy, availability, and security.

Provided technical support to internal and external clients by diagnosing and resolving hardware, software, and network issues, supporting uninterrupted business operations.

Managed incidents and service requests using ServiceNow, ensuring accurate documentation, effective communication, and timely resolution.

Conducted root cause analysis and implemented preventative measures based on documented procedures, knowledge bases, and best practices to reduce repeat incidents.

Worked closely with cross-functional teams to troubleshoot complex issues and contribute to continuous service improvement initiatives.