IT Support - Microsoft 365 & IAM Enthusiast

Rodrick Badibanga

Haslet, TX ***** 682-***-**** *************@*****.***

www.linkedin.com/in/rodrick-badibanga-516662331

Profile

Detail-oriented IT Support professional with over four years of experience supporting Microsoft-based environments and cloud services. Actively pursuing a Bachelor’s degree in Information Science and building specialization in Microsoft 365 administration, identity governance, and access management. Hands-on experience managing users, licenses, mailboxes, and permissions across Microsoft Admin Center, Entra ID, Exchange Online, OneDrive, and SharePoint. Passionate about cybersecurity, least-privilege access, and secure identity solutions in modern cloud environments. Experience

DESKTOP SUPPORT ENGINEER FORD - JANURARY 2023 – PRESENT

· Provide Tier 1 and Tier 2 desktop support for Windows and macOS users in a Microsoft 365 environment.

· Administer Microsoft 365 services including Microsoft Admin Center, Entra ID (Azure AD), Exchange Online, Outlook, OneDrive, and SharePoint.

· Create, modify, and manage user accounts, licenses, mailboxes, groups, and permissions.

· Support Identity and Access Management (IAM) tasks such as password resets, MFA enrollment, conditional access support, and role-based access.

· Troubleshoot email, calendaring, OneDrive sync, SharePoint access, and Teams-related issues.

· Perform workstation imaging, software installation, patching, and endpoint troubleshooting.

· Support device management and security policies using Intune or similar MDM solutions (where applicable).

· Document incidents, service requests, and resolutions in ITSM/ticketing systems.

· Collaborate with cybersecurity and infrastructure teams to enforce security policies and compliance standards.

· Provide onboarding and offboarding support, including equipment provisioning and access removal.

· Deliver excellent customer service and clear technical communication to end users. HELPDESK SUPPORT INGRAM MICRO - JULY 2019 – AUGUST 2020

· Provide Tier 1 technical support to remote and onsite users via phone, email, chat, and in person.

· Assist users with Microsoft 365 applications including Outlook, Teams, OneDrive, and SharePoint.

· Perform basic administration tasks in Microsoft Admin Center and Entra ID (Azure AD), such as password resets, user account updates, and license assignments.

· Troubleshoot login, email, collaboration, and file access issues.

· Support onboarding and offboarding processes, including account setup and access removal.

· Set up and configure desktops, laptops, printers, and peripherals for new and existing users.

· Escalate complex technical issues to Tier 2/3 teams and follow established procedures.

· Document incidents and resolutions accurately in ticketing systems. Page 2

· Follow IT security policies, MFA requirements, and least privilege access principles.

· Provide clear, patient guidance to end users to improve their technology experience.

· Troubleshot network connectivity issues (VPN, Wi-Fi, DNS, and basic TCP/IP). Education & Certifications

B.S. IN INFORMATION SCIENCE – UNIVERSITY OF NORTH TEXAS (IN PROGRESS) A.A. IN BUSINESS - TARRANT COUNTY COLLEGE (2022)

Skills & Abilities

· Microsoft 365 Administration

· Microsoft Admin Center

· Entra ID (Azure Active Directory)

· Exchange Online & Outlook

· OneDrive & SharePoint Online

· Identity & Access Management (IAM)

· Windows 10/11 End-User Support

· Tier 1 / Tier 2 Technical Support

· Ticketing Systems (ServiceNow)

· Troubleshooting & Problem Solving

· Active Directory (On-Prem & Cloud)

· User Onboarding & Offboarding

· Device Setup, Imaging & Software Deployment

· Cybersecurity Best Practices

· Incident Documentation

· Customer Service & User Communication

· Time Management & Prioritization

· Team Collaboration

· Attention to Detail

· Continuous Learning & Growth Mindset

Contact this candidate