Enterprise IT Systems Analyst, M365/Intune

ALEM REYES

Chicago, IL 773-***-**** *********@*****.***

Technical Product Support Enterprise Systems Process Improvement

SUMMARY

Enterprise technology professional with more than 15 years of experience supporting complex technology environments and serving as the primary connection between end users, technical teams, vendors, and leadership. Skilled at diagnosing technical issues, identifying root causes, documenting solutions, and translating user needs into actionable improvements. Experienced supporting more than 3,000 employees and 8,000 enterprise endpoints across geographically distributed operations while leading technology projects, improving support processes, and driving operational efficiencies. Known for clear communication, structured problem solving, and a collaborative approach to resolving complex technical challenges.

CORE STRENGTHS

Issue Diagnosis & Resolution

•Technical troubleshooting

•Root cause analysis

•Issue triage

•Incident management

•Escalation

Cross-Functional Collaboration

•Technical communication

•Vendor management

•Project coordination

•Stakeholder support

Analysis & Continuous Improvement

•Trend Identification

•Vendor management

•Project coordination

•Stakeholder support

Analysis & Continuous Improvement

•Trend Identification

•Workflow improvement

•Issue Categorization

•Process Improvement

User Support & Enablement

•User Training

•Process Documentation

•Knowledge Management

•Technical Communication

Enterprise Technology

Microsoft 365 • Intune • SCCM • ServiceNow • Active Directory • Entra ID • PowerShell • SharePoint • Windows Administration

PROFESSIONAL EXPERIENCE

RWE Clean Energy May 2019-Present

Senior Systems Analyst

Enterprise Support & Issue Resolution

•Provide enterprise technology support for approximately 3,000 employees across 8,000+ managed endpoints, supporting corporate offices and operational sites throughout multiple locations.

•Serve as a trusted technical resource for complex issues requiring collaboration across infrastructure, networking, application, and vendor teams.

•Diagnose and resolve a wide variety of technical issues by determining root causes, distinguishing between system defects, configuration issues, user error, and process gaps, and coordinating with the appropriate technical teams to achieve timely resolution.

•Analyzes support data to identify patterns and trends, developing response plans and recommendations that address recurring issues, close training gaps, and improve technology workflows.

Cross-Functional Collaboration

•Partner with infrastructure teams, vendors, facilities, and project stakeholders to coordinate enterprise technology initiatives, ensuring clear communication and successful delivery of technology solutions.

•Serve as an escalation resource and mentor for junior support staff while regularly acting as team lead during leadership absences to maintain continuity of operations.

Process Improvement

•Designed and implemented an automated PowerShell workflow that eliminated manual processing during enterprise computer deployments by integrating hardware data with ServiceNow and SCCM, improving deployment readiness across multiple locations.

•Led a telecommunications reconciliation initiative that identified and removed more than 200 inactive mobile service lines, reducing recurring operating costs by approximately $102,000 annually while improving technology asset accuracy.

Technology Project Leadership

•Managed the technical implementation of a major Chicago office expansion, coordinating technology procurement, contractor activities, equipment installation, and deployment schedules to ensure successful project completion.

•Coordinated deployment of more than 400 enterprise computers during the COVID-19 transition, enabling employees across multiple states to maintain uninterrupted business operations.

Perspectives Charter Schools Aug 2018 - April 2019

IT Coordinator

•Supported enterprise technology operations for staff and students across multiple campuses, administering Google Workspace, networks, servers, endpoint devices, and user accounts.

•Developed and maintained web filtering policies and firewall configurations to improve security while supporting instructional needs.

•Led enterprise wireless infrastructure upgrades and coordinated deployment of new network equipment across multiple campuses.

•Recognized patterns in recurring technology support requests and translated those insights into user training, documentation, and support processes that improved the overall technology experience for staff and students.

TECHNICAL SKILLS

Support Platforms: ServiceNow

Enterprise Platforms: Microsoft 365 • Intune • SCCM • Active Directory • Entra ID • Google Workspace

Automation: PowerShell

Infrastructure: Windows Administration • Networking • VMware • SharePoint • Teams Administration • Apple Business Manager

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