Thomas Cornell

• Provide remote technical support to a healthcare network of over 18,000 users, fielding over 40 calls daily, maintaining a 75% first-call resolution rate, and exceeding customer satisfaction survey expectations.
• Maintain proper user access and permissions across three Windows Active Directory domains, including security groups, OUs, department mailboxes, account enables/disables, unlocks, and password resets.
• Use remote support tools to diagnose, resolve, or escalate issues involving laptops/desktops, printers, telephones, mobile devices, Microsoft 365, Citrix/VDI sessions, VPN/network connectivity, and software updates.
• Support remote access using Okta by assisting with MFA resets, reviewing logs, troubleshooting login issues, verifying identity, and helping users regain secure access.
• Support virtual desktop infrastructure and Citrix-hosted applications by performing software installations and security updates, resolving stuck sessions, and monitoring performance to maintain secure, high-availability access.
• Communicate and document issues using Ivanti’s ITSM ticketing system to track, escalate, prioritize, and follow up on support requests.
• Improve team efficiency by documenting procedures and maintaining up-to-date knowledge base articles aligned with IT best practices.

Earlier role in the same enterprise support environment, focused on frontline troubleshooting, ticket resolution, remote support, endpoint issues, account access support, and escalation to infrastructure, security, IAM, and application teams.