Feb 2023 – Present
IT Support Specialist / Microsoft 365 Administrator
Anchor Insurance Company Limited
- Provide enterprise IT support for 200+ employees, resolving 50+ weekly incidents while maintaining SLA compliance and achieving an average resolution time of 5 minutes for critical user issues.
- Administer Microsoft 365 and Microsoft Entra ID environments, including user provisioning, mailbox management, password resets, account lockouts, access control, and identity lifecycle management.
- Configure user permissions and collaborate on Group Policy implementation to improve security, compliance, and controlled access across enterprise systems.
- Administer Windows Server 2022 environments, supporting core enterprise services, user authentication, and system availability.
- Conduct six phishing and malware simulation campaigns annually, reducing phishing click rates from 80% to 15% through security awareness training and targeted user education.
- Monitor Microsoft Defender threat reports, investigate security alerts, and implement remediation actions to strengthen endpoint security posture.
- Manage 250+ Bitdefender GravityZone-protected endpoints, including endpoint monitoring, security policy enforcement, threat investigation, and software update deployment.
- Perform vulnerability assessments using OWASP ZAP and Checkmarx, identifying and supporting remediation of 32 application vulnerabilities.
- Provide FoxNet HRM application support and automated payroll attendance calculations for 300 employees, improving HR process efficiency.
- Support enterprise applications, troubleshoot user issues, document solutions, and collaborate with business teams to improve IT service delivery.
Key achievements
- Reduced phishing click rate by 81% through continuous phishing simulations and security awareness initiatives.
- Conducted six annual cybersecurity simulation campaigns to improve employee security awareness.
- Administered and secured 250+ enterprise endpoints using Bitdefender GravityZone.
- Supported 200+ users while maintaining SLA compliance and improving user productivity.
- Identified and remediated 32 application vulnerabilities through security testing.
- Automated payroll attendance processing for 300 employees, improving operational efficiency.
- Awarded Best Staff of the Year (2024) for exceptional IT support and process improvement.