01
Incident response
Triage and prioritize incidents based on business impact, urgency, and service-level expectations, then drive each request toward a clear resolution.
Service Desk · IT Operations
Support that keeps people moving.
I bring a service-first approach to technical support, combining clear communication and practical troubleshooting with the systems, security, and automation knowledge needed to solve problems at their source.
info@mitchellstewart.caWhat I bring
Calm incident ownership
Strong technical documentation
Reliable cross-team follow-through
How I work
A service desk is more than closing tickets.
The best support experience makes the immediate problem easier to solve and the next one less likely to happen.
02
User support
Provide patient, professional support through phone, email, chat, remote assistance, and direct engagement across Microsoft 365, Windows, and business systems.
03
Knowledge systems
Turn troubleshooting into reusable documentation, service procedures, training materials, and knowledge-base content that helps users and support teams work independently.
04
Operational ownership
Coordinate escalations, vendors, procurement, asset inventory, follow-up, and cross-functional resolution while keeping communication organized and dependable.
Representative work
Projects with an operational payoff.
Support work becomes more valuable when it leaves behind a better process, clearer data, or a more capable team.
Automation · Endpoint operations01
Client onboarding automation
Developed automated deployment frameworks to standardize and accelerate client onboarding, reducing repetitive setup work and improving consistency across managed environments.
PowerShellPythonMicrosoft 365Endpoint management
Service operations · Asset management02
IT inventory and procurement
Managed technology inventory for 100 employees, tracking computers, peripherals, assignments, lifecycle status, replacements, purchasing requirements, and vendor communication.
Asset trackingProcurementVendor managementDocumentation
Reporting · Continuous improvement03
Support reporting and analytics
Created Python-based analytics and Power BI reporting that connected operational data to useful insights, helping identify recurring issues and improve service decisions.
PythonPower BISQLData reporting
Business platforms · User enablement04
Self-service collaboration tools
Built SharePoint lists, communication sites, approval workflows, compliance trackers, licensing monitors, and support-tracking solutions for business teams.
SharePointPower AutomatePower PlatformUser training
Role experience
From front-line support to platform ownership.
Service Desk Support
Front-line support focused on responsive communication, organized triage, and dependable resolution.
- Resolved issues across Microsoft 365, SharePoint, OneDrive, Office applications, Windows, and related business systems.
- Managed multiple concurrent requests while maintaining clear follow-up and consistent customer service.
- Escalated complex incidents to the right technical teams and coordinated resolution activities.
Systems Administration
Securely maintained identities, devices, cloud services, applications, and security controls across the environment.
- Administered Microsoft 365, Entra ID, Exchange Online, Intune, Defender, Sentinel, and enterprise applications.
- Managed access reviews, licensing, Conditional Access, authentication methods, SSO integrations, and elevated-role activity.
- Investigated security alerts, suspicious email, endpoint vulnerabilities, and SIEM incidents.
Automation and Platform Support
Improved support processes by replacing recurring manual work with practical automation and clearer operational data.
- Automated administrative, auditing, reporting, remediation, and alerting work with PowerShell, Python, Power Automate, and Microsoft 365 tools.
- Monitored patching and operational health for 800+ managed devices across multiple clients.
- Created system, procedural, and service-process documentation to improve consistency and supportability.