Ndanaan Ndiaye

Healthcare IT professional with a Master's in Health Information Systems and hands-on experience supporting enterprise environments, including healthcare organizations. Proven ability to troubleshoot application issues, manage identity and access, and support user workflows in regulated environments. Skilled in Microsoft 365, Active Directory, and endpoint management (Intune, SCCM), with a strong foundation in supporting clinical systems and preparing to specialize in Epic EHR systems.

Experienced in Tier 1–3 support, system administration, and cross-functional collaboration to improve system usability and user satisfaction. Actively pursuing opportunities to support Epic EHR systems and contribute to clinical application optimization and user workflow improvement.

Desktop Technician Support at Brixmor Property Group (2023-09 – 2026-02)

• Provided Tier 1–3 support for enterprise applications, resolving user access, authentication, and system issues impacting business workflows.
• Managed identity lifecycle (provisioning, deprovisioning, permissions) using Active Directory and Azure Entra ID to ensure secure system access.
• Supported Microsoft 365 applications and collaboration tools, troubleshooting issues affecting user productivity and communication workflows.
• Managed endpoint compliance, patching, and configurations via Intune and SCCM in a secure enterprise environment.
• Collaborated with infrastructure and security teams to resolve system outages, connectivity issues, and access problems.
• Contributed to ITSM processes, documenting solutions and improving knowledge base resources for faster issue resolution.
• Delivered end-user support and training, improving adoption of enterprise systems and reducing recurring issues

Desktop Tech Support III (Contract) at Georgia Department of Transportation (GDOT) (2022-06 – 2023-05)

• Delivered advanced Tier 2–3 application and system support to 200+ users, resolving complex technical and access-related issues.
• Administered user accounts, permissions, and access to enterprise applications using Active Directory.
• Supported Microsoft 365 and enterprise email systems, troubleshooting configuration and access issues.
• Collaborated with network and infrastructure teams to resolve connectivity issues affecting system accessibility.
• Performed system deployments and upgrades using SCCM, supporting enterprise-wide application availability and performance.
• Contributed to documentation and end-user training, improving user adoption of systems and reducing recurring support issues.

Help Desk Support III (Contract) at Georgia Department of Transportation (GDOT) (2019-09 – 2022-06)

• Provided end-user support for enterprise systems, resolving issues related to application access, performance, and user workflows.
• Managed IT service tickets and escalations, ensuring timely resolution of application and system issues.
• Supported system imaging and deployment processes, ensuring users had reliable access to required applications.
• Created documentation and user guides, improving system usability and reducing repeat incidents.
• Working relatively independently and with a team to provide solutions utilizing company standard software products and services. Notifying appropriate people and departments, tracking issues and fixing complicated application issues. Isolating and troubleshooting technical issues.

Help Desk Support II (Contract) at United Health Group (Optum) (2017-09 – 2019-07)

• Provided IT and application support within a healthcare environment, assisting users with system access to clinical and business systems.
• Troubleshot user access, system performance, and application issues impacting healthcare operations and workflows.
• Supported secure access to systems, aligning with healthcare data protection and compliance requirements.

Master of Information Systems Management (MISM) in Health Information Systems – Keller Graduate School of Management

Bachelor of Arts in Elective Studies – St. Cloud State University