Damilola Titilayo

Information Technology Analyst Help Desk Analyst @BD

Sparks Glencoe, MD, US

Provide remote and onsite desktop support to internal staff, including VIPs, ensuring timely resolution of technical issues and minimizing downtime. • Use ServiceNow to manage incident tickets, track service requests, and document troubleshooting steps for internal knowledge base. • Deliver technical support for Microsoft 365 applications including Outlook, Teams, OneDrive, and SharePoint. • Configure, deploy, and troubleshoot Windows 10/11 desktops, laptops, and peripheral devices; manage imaging using enterprise tools. • Administer Azure Virtual Desktop (AVD) environments, deploying and managing virtual machines for remote users and departments. • Manage user accounts and access permissions through Active Directory and Group Policy, maintaining security and compliance standards. • Support conference room technology including audio/video setups, hybrid meetings, and on-site events. • Perform mobile device management (MDM) and assist with configuration of corporate smartphones and tablets. • Assist with hardware refresh projects, system migrations, and application rollouts across departments. • Maintain and update Configuration Items (CIs) in the ServiceNow CMDB, ensuring accurate tracking of IT assets and relationships. • Provide Level 2 support for escalated technical issues, collaborating with infrastructure and application teams for resolution.