Nicholas David

• Accelerated ticket resolution by 20% by designing and implementing a priority-based triage system in Jira Service Desk for 300+ research staff. • Reduced helpdesk inquiries by 15% by developing and delivering comprehensive Microsoft 365 training for end-users. • Configured and managed Azure AD user accounts and device permissions, ensuring full compliance with healthcare IT standards. • Created an IT process knowledge base, cutting onboarding time for new team members by 30%.

• Deployed Office 365 and Cisco AnyConnect for 500+ users, improving remote access and collaboration across departments. • Decreased system downtime by 25% by conducting root-cause analysis and resolving recurring network and printer issues. • Integrated Zoom and Microsoft Teams for telemedicine, enabling 100+ weekly remote consultations for healthcare staff.

• Resolved technical issues with computers, printers, and networks, ensuring consistent system availability for staff and students. • Tracked and organized IT equipment, including laptops and projectors, improving resource documentation and availability. • Trained users on email setup and LMS access, enhancing digital literacy across the university community.