Harpreet Harpreet

• Provided Tier 2 technical support for macOS, Windows, and mobile devices for 500+ staff, ensuring compliance with internal IT security policies and operational standards.
• Administered user accounts and permissions using Active Directory, and managed secure remote access through VPN and multifactor authentication.
• Monitored and deployed software patches and updates for macOS devices using enterprise device management tools (JAMF, Intune).
• Assisted in incident response by diagnosing, documenting, and escalating security-related events to senior IT teams.
• Created and maintained knowledge base articles to improve staff self-service and reduce repetitive incidents.

Key Achievements:

• Improved first-call resolution by 20%, reducing downtime for end users.
• Supported a successful audit of endpoint security compliance by ensuring that Macs met patching and encryption standards.

• Delivered frontline support for macOS and iOS users, resolving hardware, operating system, and application issues.

• Assisted clients in configuring and troubleshooting secure connections (VPN, Wi-Fi, and firewall settings).

• Escalated and tracked incidents using ServiceNow, following ITIL incident and problem management processes.

Guided end-users through secure password resets and account recovery, maintaining confidentiality and adherence to privacy regulations.

Key Achievements:

Reduced incident escalation by 25% by documenting recurring macOS troubleshooting workflows.

• Consistently met service-level agreements (SLAs) for issue resolution in a high-volume support environment.

• Assisted with network monitoring, endpoint configuration, and system maintenance for macOS and Linux servers.

• Participated in incident response exercises, identifying potential vulnerabilities, and reporting them to senior IT staff.

• Supported patch management and compliance tracking for operating systems and enterprise software.

Key Achievements:

• Contributed to a network access review project that improved security posture by identifying and disabling unused accounts.

• Helped develop and document standard operating procedures (SOPs) for endpoint support.