RYLEE BARNES

Role: Service desk analyst managing judicial lines and remote desking to service the court staff at the Ministry of Justice.

• 3rd party stakeholder management updating vendors on progress, with Ricoh, Vega, Spark and OneNZ.
• Triage alerts and then escalate
• Mentoring juniors, defining onboarding plans and defining and documenting internal processes. Supporting automation projects with requirements and involved in pilot testing.
• Service desk SME an escalation point for complicated troubleshooting.
• Managing access via Active Directory, Azure AD for licensing checks for devices and accounts. Exchange online for mailbox management, 2FA set up and device management, user provisioning/RBAC, User offboarding, mobile phone issues, Modem set up for remote users, VoIP phone management.

Tools: AD (Active Directory) Azure and Intune, EXO, Citrix, Password manager pro(PMP), Identity manager(IDM), MS tools, Google Tools, RDP, Servicenow (TFsNow), Shared Drive, Access Management, Config Manager Remote Control, Entra, Adobe Admin, Aternity, AWS(Calling), Exchange(on-Prem)

• Completed Service IQ - Retail Savvy course
• Earned Level 3 NCEA Certificate in Retail (2023)