Chezarae Pienaar

Delivers advanced 2nd line support for Microsoft 365, Exchange Online, and Teams Admin Center, resolving complex user accounts, email flow, group policy, and network access issues.

Manages end-to-end user lifecycle, including mailbox creation, license assignment, and AD group management, streamlining onboarding processes.

Deploys and configures software and devices efficiently using Microsoft Intune, ensuring secure and standardized endpoint management.

Collaborates effectively with cross-functional teams, escalating unresolved issues and ensuring strict adherence to Service Level Agreements (SLAs).

Provided prompt first-line technical support via phone, email, and remote tools, resolving common hardware, software, and connectivity issues.

Efficiently logged and prioritized incoming incidents using ServiceNow, contributing to organized service delivery.

Assisted users with Office 365 configurations and onboarding, ensuring smooth system integration for new users.

Maintained and enhanced documentation and knowledge base articles, improving self-service capabilities and team efficiency.

Managed critical documentation and record-keeping for administrative and clerical support functions, ensuring data integrity and accessibility.

Efficiently handled service-related inquiries, accurately routing requests to appropriate departments to expedite resolution.

Processed a high volume of forms and reports in strict compliance with municipal standards, maintaining accuracy and regulatory adherence.

Maintained confidentiality of sensitive information and supported overall workflow efficiency through meticulous organizational practices.

Supported enterprise users across Exchange, Windows Server, and Teams, resolving complex technical issues to maintain high system availability.

Administered Active Directory, including user provisioning, group management, OU organization, and GPO troubleshooting, enhancing network security and access control.

Managed large-scale software deployments and patching via SCCM and Intune, ensuring system updates and vulnerability remediation.

Provided expert support for SharePoint, Exchange Online, and OneDrive, resolving user and system issues to optimize collaboration platforms.

Assisted in major incident response, contributing to rapid issue resolution and minimizing downtime for critical business operations.

Coordinated and led bridge calls with IT teams and stakeholders, facilitating swift resolution of critical incidents.

Authored comprehensive post-incident reviews, contributing to a 25% reduction in repeat incidents through root cause analysis and corrective actions.

Assessed incident impact and severity accurately, ensuring proper escalation and resource allocation to minimize business disruption.

Maintained transparent stakeholder communication and ensured strict adherence to Service Level Agreements (SLAs) throughout the incident lifecycle.

Conducted proactive trend analysis and implemented process improvements, enhancing overall incident management efficiency and effectiveness.

Supervised a team of technicians, improving overall ticket response time by 20% through effective guidance and workflow optimization.

Resolved over 1,000 tickets in ServiceNow, addressing a broad range of technical issues and enhancing user satisfaction.

Authored comprehensive knowledge articles, empowering users and reducing recurring support requests.

Implemented a refined triage and priority handling system, which reduced overall resolution time by 37%.