Case Study

General IT Support & Administration

Tools: Exchange · Active Directory · Entra ID

In addition to my development and system management responsibilities, I also serve as part of the company’s core IT operations team, handling day-to-day administration, user management, and technical support across all departments. My work ensures that employees have reliable access to hardware, software, and accounts, while maintaining the stability and security of the Microsoft 365 environment.

The Problem

As the company expanded and digitalized more internal processes, the demand for responsive IT support and consistent user administration increased.

  • New employees required quick account provisioning and device setup.
  • Existing systems needed maintenance, updates, and security monitoring.
  • Users frequently required assistance with hardware, permissions, or access to Power Platform tools.

Without a structured support and administration process, small technical issues could cause unnecessary delays and interruptions in daily work.

My Role

As part of the IT department, I am responsible for a wide range of administrative and technical support tasks that keep the company’s IT environment running smoothly.
My responsibilities include:

  • Creating, modifying, and deactivating user accounts in Microsoft Entra ID, assigning licenses, and managing group memberships.
  • Providing 1st and 2nd level IT support to employees, troubleshooting hardware, software, and access issues.
  • Maintaining Microsoft 365 services, SharePoint permissions, and device policies.
  • Configuring and delivering company hardware, including laptops, phones, and peripherals.
  • Tracking hardware, maintaining IT asset records, and assisting in process standardization across companies.

This combination of hands-on support and administrative ownership ensures a stable and efficient IT environment.

The Process

To maintain smooth IT operations, I follow a structured approach that balances support responsiveness with system reliability:

  1. Request Handling: Users contact IT via defined channels (email, phone, or ticket).
  3. Issue Analysis: Problems are categorized as hardware, software, account, or access-related.
  4. Resolution: 1st-level issues (e.g., login errors, password resets) are resolved immediately; complex 2nd-level cases are analyzed in detail.
  5. Account & Hardware Setup: New employees receive accounts, permissions, and fully configured devices.
  6. Documentation: All changes and setups are documented to ensure traceability.

Through this process, both user satisfaction and system consistency are maintained across all company sites.

The Solution

The environment is managed primarily through Microsoft 365 and related tools, including:

  • Microsoft Entra ID and Active Directory for identity and access management
  • SharePoint as cloud storage, and collaboration
  • Power Platform for business applications and automation workflows
  • NinjaOne for device monitoring and remote management
  • Apple Business Manager (ABM) and MDM systems for mobile devices

These tools provide a unified foundation for efficient support, fast provisioning, and secure administration of users and hardware.

Results & Impact

Through structured IT support and administration, the company now benefits from:

  • Consistent and reliable IT operations across all departments
  • Faster onboarding of new employees with fully configured hardware and accounts
  • Reduced downtime through efficient 1st and 2nd level support
  • Improved system security and license management via Entra ID and M365
  • Transparent documentation of IT assets and administrative actions

This role ensures that both users and systems remain productive, secure, and aligned with the company’s growing digital ecosystem.