Avianna Haynes

Currently a Service Desk Analyst within the University of Suffolk’s Digital & IT Department, providing first-line technical support to over 1,500 staff and students across the University. Responsible for resolving a wide range of hardware, software, Microsoft 365, and account-related issues in line with ITIL service management principles. Actively contribute to service improvement initiatives, including process optimisation and automation, while supporting Microsoft Intune pilot deployments to modernise endpoint management and enhance user experience.

My role actively includes but are not limited to:

• Administering user accounts via Active Directory, Exchange Admin Centre, and Microsoft Azure, including password resets, authentication setup, group management, account security, and software licensing.
• Investigate and triage security incidents using Microsoft Defender, including message tracing, analysis of risky sign-ins, and threat tracking for phishing and malware.
• Supporting the Data Governance team with Subject Access Requests (SARs) using Microsoft Purview.
• Assist the Infrastructure Team in diagnosing wireless network issues using ExtremeCloud, identifying coverage gaps and access point faults.
• Collaborate with key stakeholders to support digital upskilling and promote effective use of IT systems.
• I have recently achieved ITIL4 Foundation Certificate and a certificate in Modern Desktop and Mobile Device Management, and I am now working towards a professional certificate in Microsoft Security Essentials.
• Investigated reported issues thoroughly before escalating them further up the line.

• Supported the University's Waste Strategy, focusing on circular economy and best practice for handling waste streams.
• Developed analysis reviews, audits, and practical processes for reducing, reusing, and recycling waste, including efforts to reduce single-use plastics.
• Implemented and developed green spaces across campus to enhance campus biodiversity, and increase awareness of local wildlife and habitat.
• Encouraged sustainable travel among staff and students via EV schemes, Cycle to Work Schemes, and other green transport initiatives.
• Engaged with staff, students, and local partners to promote sustainable living, working, and studying through events and communications.
• Implemented eco-friendly initiatives in company's travel plans fostering sustainable practices.

• Acted as the coordinating lead for the college's Leisure Learning courses, working closely with independent tutors to ensure smooth delivery of their courses and high-quality experiences.
• Built and maintained strong relationships with local businesses to create Apprenticeship opportunities for students, while accurately managing and updating the CRM system.
• Supported the Work Experience team by preparing documentation, organising meetings, and communicating with students regarding available placements and opportunities.