Intisar R

IT Operations Engineer

Freelance

May 2025 - Present • 1 yr 4 mos

•Manage IT operations across the organization: diagnose and resolve system failures spanning Microsoft Entra ID, Azure, Brightspace LMS, and SIS, owning escalations through full resolution • Manage the complete user account lifecycle — provisioning, resets, offboarding, and Entra ID B2B guest account workflows (invitation and guest-to-member conversion, including PowerShell-based fallback procedures) • Run IT onboarding for new employees, ensuring systems access and compliance requirements are met from day one • Served as Project Manager for SIS implementation, directing data collection and process timelines across departments in both schools • Acted as primary point of contact for the receiving team, ensuring department needs and concerns were escalated and addressed • Facilitated cross-departmental meetings and trainings, coordinating over 50 staff members through the SIS rollout process • Advocated for department-level concerns throughout the implementation, aligning stakeholder needs with system requirements • Collaborated directly with the SIS technical team to implement SSO, integrate the LMS (Brightspace) with the SIS, and configure Twilio for SMS/notifications • Advised leadership on cloud migration strategy and infrastructure modernization decisions • Maintain and update AMG's WordPress site with informational content updates • Developed GraceBot, an AI-powered chatbot for the site that answers student questions across all school departments, averaging 50–100 users a day • Built internal full-stack tools and applications using React/TypeScript, ASP.NET Core, Microsoft Graph API to close operational gaps identified through day-to-day support work