Roberton Boursiquot

Experience IT Support & Microsoft 365 Professional with 6+ Years of experience supporting enterprise environments across Healthcare, banking, and corporate industries. Skilled in Microsoft 365 administration, Azure Active Directory, Intune, Endpoint management, desktop support, identity access management, and enterprise troubleshooting. Proven ability to manage complex technical issues, support cloud technologies, optimize end-user experience, and deliver secure, high-performing IT solutions.

Strong background supporting windows, macOS, mobile devices, networking, and Microsoft cloud platforms within fast-paces enterprise environments.

IT Field Service Support Specialist - HCL Technologies Nestle Health science - Holbrook, NY

(2023-04 - 2026-06)

Delivered technical application and end-user support across company-wide software environments, resolving hardware, software, application, and connectivity issues to maintain business productivity.

• Installed, configured, updated, and maintained Windows-based software applications, drivers, and system components while following established IT procedures.
• Troubleshoot and resolved workstation, hardware, software, and network conflicts, minimizing user downtime and restoring systems to operational status.
• Supported Windows 11 device imaging and deployment activities, including device configuration, application installation, Windows updates, and driver updates.
• Managed device configuration and application provisioning through Microsoft Intune, Azure, Active Directory, ServiceNow, and SCCM/Software Center.
• Created and maintained user accounts, device configurations, permissions, and system records while supporting organizational security and access requirements.
• Supported remote new-hire onboarding by preparing, configuring, and validating laptops and other technology equipment for timely deployment.
• Coordinated shipment of configured equipment to remote employees, helping ensure devices were delivered and ready for use by scheduled start dates.
• Provided one-on-one technical assistance and guidance to users, explaining technology solutions clearly and helping employees resolve recurring technical issues.
• Documented incidents, technical issues, configurations, and resolutions in ServiceNow and other IT record-keeping systems to improve troubleshooting consistency and knowledge sharing.

Analyst, Service Desk Support - CIBC Bank - New York, NY

(2021-07 - 2022-12)

• Coordinated technical resources and dispatches involving Programming, Engineering, and third-party manufacturer support to resolve complex customer issues.
• Maintained accurate customer asset databases, ensuring equipment and support records remained current and accessible.
• Performed and supported video test calls with clients to validate systems, connectivity, audio/video functionality, and overall readiness.
• Provided customer and IVCi training and technical support, helping users understand system functionality and effectively utilize supported technologies.
• Documented troubleshooting activities, technical findings, repairs, and resolutions to support accurate service records and improve future issue resolution.
• Administered account access management using Active Directory, including password resets, account unlocks, and permissions support.
• Supported Cisco VPN, Citrix remote access, Outlook, Microsoft Teams, SharePoint, and enterprise banking applications.
• Assisted users with BlackBerry UEM mobility tools, secure mobile access, and enterprise email configuration.

Microsoft Messaging Engineer - Enhance IT - Atlanta, GA

(2020-11 - 2021-06)

• Administered and supported Microsoft 365, Exchange Online, Azure AD, and hybrid cloud environments across enterprise users and systems.
• Managed mailbox provisioning, distribution groups, shared mailboxes, and user synchronization across multi-domain environments.
• Configured and maintained Azure AD Connect to support hybrid identity and reliable directory synchronization.
• Implemented and supported Multi-Factor Authentication (MFA), Conditional Access, and Single Sign-On (SSO) to strengthen identity security and access controls.
• Supported enterprise Exchange-to-Microsoft 365 migration projects, assisting with mailbox transitions and maintaining user email availability.
• Configured and supported SPF, DKIM, and DMARC email authentication protocols to improve security, authentication, and mail deliverability.
• Automated administrative processes using PowerShell scripting, including mailbox migration and account provisioning tasks.
• Troubleshoot and resolved issues involving Microsoft Teams, OneDrive, Azure AD authentication, email flow, and end-user connectivity.
• Collaborated with infrastructure and support teams to troubleshoot cloud, identity, messaging, and authentication issues and maintain reliable enterprise services.

Desktop Support Specialist - 1199 SEIU Healthcare Union - New York, NY

(2018-08 - 2020-09)

Delivered onsite and remote technical support to enterprise users across healthcare operations, resolving hardware, software, and connectivity issues while maintaining a high level of customer service.

• Diagnosed and resolved desktop, printer, hardware, software, and network issues, minimizing user downtime and restoring productivity.
• Configured, deployed, and domain-joined 450+ PCs and workstations, ensuring systems met enterprise deployment and security standards.
• Re-imaged and deployed laptops and desktops in accordance with established enterprise IT standards and configuration requirements.
• Administered Active Directory users, computers, permissions, and access within enterprise environments.
• Supported business-critical applications and technologies including Microsoft Office, Exchange, LAN/WAN, Norton Antivirus, and CrowdStrike.
• Provided remote technical support using Dameware and enterprise ticketing systems to troubleshoot and resolve user issues efficiently.
• Installed, configured, and maintained hardware and software across Windows, macOS, and Chrome environments.
• Assisted with backup operations, system maintenance, hardware upgrades, and workstation lifecycle activities to maintain reliable IT operations.
• Collaborated with internal IT teams to troubleshoot escalated issues, improve service delivery, and enhance the overall user experience.

Bachelor of Science - Computer Engineering Technology - New York City College of Technology

Associate of Applied Science - Electrical Engineering Technology - SUNY Morrisville