IT Technician LinkedIn Profile Optimisation

I manage incidents and requests end-to-end in ServiceNow, ensuring consistent triage, accurate categorisation, and clear customer communication. In practice, that means capturing symptoms, reproducing issues where possible, and identifying whether the cause sits in Active Directory, Microsoft 365, endpoint configuration, or network access. I maintain strong SLA discipline by prioritising based on impact and urgency, targeting an operational KPI such as 95% SLA achievement during normal service periods. When resolutions are complex, I collaborate with escalation partners and document workarounds so service teams can reduce repeat tickets.

A large portion of my work is identity-related, including Active Directory account provisioning, permission fixes, and GPO adjustments to resolve access or policy conflicts. I troubleshoot authentication issues such as account lockouts, group membership problems, and DNS-related connectivity using practical checks aligned to standard IT operations. For Microsoft 365 and Entra ID, I support sign-in problems that involve conditional access settings, MFA-related friction, and mailbox/service configuration follow-ups. This keeps users productive while reducing unnecessary escalations, and it supports service reliability across Windows 10/11 endpoints.

I support device lifecycle management using Intune and/or SCCM, with a focus on compliance, software deployment, and reliable remediation. Typical tasks include deploying updates, validating application installs, resolving compliance failures, and applying targeted policies to bring devices back into supported configuration. I also troubleshoot endpoint performance and profile issues, coordinating with security tooling where required and ensuring users can work without extended downtime. Where problems repeat, I update internal knowledge articles and reference measurable outcomes such as reduced incident frequency or shorter resolution times.

Connectivity problems are rarely “just Wi‑Fi”, so I approach networking issues with structured diagnosis across VLANs, authentication, and VPN routing. I work on practical fixes involving VLAN access control, Wi‑Fi authentication behaviour, and VPN connectivity checks, ensuring changes are recorded and risks are understood. For virtual infrastructure, I support VMware environments by monitoring VM health and investigating performance bottlenecks that impact service availability. By combining networking diagnostics with VMware operational checks, I help prevent slowdowns and recurring failures that degrade end-user experience.