Overview
From September 2024 to August 2025, CEdge provided user provisioning technical support to the State of Missouri’s Office of Administration, Information Technology Services Division (ITSD), working on-site in Jefferson City as prime contractor.
When we took over, monthly volumes of 5,000 to 6,000 Active Directory and Microsoft 365 requests were creating backlogs, uneven processing times, and strain on state staff. We stabilized operations within the first weeks and then improved them for the rest of the year.
Scope of Work
Account Lifecycle and Access
We handled account creation, changes, department transfers, and removals when employees leave, along with security groups, distribution lists, and shared mailboxes across multiple state agencies. When requests arrived with missing information, we worked out the right security groups, file access, and application roles ourselves. We also coordinated large events such as bulk distribution list updates, facility-level transfers, and enterprise-wide access changes.
Active Directory and Microsoft 365
We managed directory objects and attributes, resolved replication problems, and kept the directory structure clean. In Exchange Online and hybrid environments we handled mailboxes, credentials, and quotas, and we supported password resets, account unlocks, and multi-factor authentication for remote and hybrid employees.
Service Desk and ITIL
We logged, triaged, and managed every request from intake to closure, using consistent categories and SLA priorities, and sent weekly and monthly reports on ticket volume, backlog, and resolution time to ITSD leadership.
Automation
We noticed that account offboarding and cleanup made up a large share of tickets, so we wrote custom PowerShell scripts to automate those tasks. The scripts cut the manual provisioning backlog by 35 percent for good and freed state IT staff for higher-value work. We also introduced clearer triage, categorization, and escalation practices and standardized provisioning workflows.
Results
- Processed more than 47,000 provisioning actions and managed more than 4,100 service tickets, all in line with state security policy
- Cut the manual provisioning backlog by 35 percent with PowerShell automation
- Averaged 1.85 hours to resolve a ticket, better than the service level
- Earned a 4.83 out of 5 customer satisfaction rating
- Delivered all reports and deliverables on time, with no service disruptions