Jophia Silvester

IT Support Engineer → IT Asset Analyst → Currently System Admin • Nov 2022 – Present

• Started as an IT Support Engineer, focused on end-user issue resolution, hardware deployment, and onboarding process streamlining.
• Promoted to IT Asset Analyst for effectively managing full IT asset lifecycle, procurement planning, and audit readiness.
• Currently driving IT Operations as a System Admin, taking charge of critical system administration tasks and setting up automated IT workflows — on path to become Senior System Administrator.
• Procured IT hardware/software as per AOP through precise PR creation.
• Led onboarding/offboarding lifecycle by coordinating with HR to ensure seamless asset allocation and user provisioning.
• Enforced access and identity governance using JumpCloud, Google Workspace, AD, and Exchange Admin tools.
• Managed multiple IT tools and environments: JumpCloud, Google Workspace, Zscaler, Cortex, CrowdStrike, KnowBe4, ManageEngine Asset Explorer & SelfCare, Jamf, and Apple Business Manager.
• Championed internal IT audits, delivering detailed, finance-aligned reports with zero discrepancies.
• Executed quarterly reconciliations of IT tools and physical hardware assets.
• Automated audit reports and asset inventory tracking using GAM scripts and Slack Webhooks.
• Designed Freshservice-based workflows to streamline ticket routing, asset tracking, and multi-stage approval flows.
• Maintained quarterly compliance and asset governance through end-to-end reporting and data validation.
• Raise PRs for hardware/software procurement aligned to AOP.
• Coordinate with HR for onboarding/offboarding sessions, ensuring timely asset allocation and access provisioning.
• Maintain access and identity governance using JumpCloud, Google Workspace, AD, and Exchange Admin.
• Administer multiple core tools: JumpCloud, Google Workspace, Zscaler, Cortex, CrowdStrike, KnowBe4, ManageEngine Asset Explorer & SelfCare, Jamf, Apple Business Manager.
• Lead internal IT audits, ensuring accuracy in reports and alignment with finance.
• Reconcile IT tools with hardware inventory quarterly.
• Automated repetitive reports and asset audits using GAM scripts and Slack Webhooks.
• Designed Freshservice workflows for ticket routing and approval automation.
• Conduct quarterly audits and lead internal reconciliations with Finance.

• First-level support for global clients via chat, email, and remote sessions.
• Troubleshoot system and application-level issues.
• Manage AD tasks including user creation, password resets, unlocks.
• Configure shared mailboxes and distribution lists via Microsoft Exchange.
• Trained junior engineers and created SOP documentation.

• Level 1 support for internal helpdesk and technical issues.
• Logged, tracked, and resolved incidents within SLA.
• Provided RCA documentation and escalated complex cases.

• Provided technical assistance on network, device, and software issues.
• Coordinated with telecom providers for escalations.
• Logged and managed tickets using Snow.
• Client: Anthem Inc.

• Offered L1 technical support and resolved service requests.
• Client: HCL – Anthem