Trinity Health · Microsoft Authenticator Go-Live · 15,000+ users
Microsoft Authenticator Rollout
Supported Microsoft Authenticator enrollment across a healthcare workforce of 15,000+ users, backed by Active Directory support, VPN validation, authentication troubleshooting, and ServiceNow documentation. The work kept clinicians and staff signed in and productive during a high-visibility identity rollout.
01
Context
Trinity Health was rolling out Microsoft Authenticator as the MFA method across its workforce. Healthcare users work on clinical shifts and cannot spend long troubleshooting sign-in, so enrollment had to be guided, fast, and reliable.
02
Challenge
Enroll a large user base in Microsoft Authenticator without disrupting clinical work, while also handling the mix of AD account issues, VPN failures, and authentication edge cases that surface any time an identity change ships to production.
03
My role
Frontline support technician for the Authenticator rollout, handling enrollment, identity, and connectivity issues and documenting every resolution in ServiceNow.
04
What I did
- Guided users through Microsoft Authenticator enrollment on their mobile devices.
- Diagnosed and resolved Active Directory account issues affecting sign-in.
- Validated VPN connectivity for remote and hybrid workers.
- Troubleshot authentication failures across the mix of apps users depended on.
- Documented resolutions in ServiceNow so patterns were visible to the wider team.
05
Workflow / approach
- 01
Confirm identity and account state
Verify the user and check their AD account is healthy before enrollment.
- 02
Walk the user through Authenticator enrollment
Install, add the account, and complete the first sign-in with MFA.
- 03
Validate VPN and remote access
Confirm the user can reach the applications they need under the new MFA method.
- 04
Troubleshoot authentication issues
Work through prompt failures, token issues, and device-registration problems.
- 05
Document the resolution in ServiceNow
Leave a clean, reusable record of the fix.
06
Outcome and value
Users came out of the rollout with working MFA, working VPN, and working sign-in. The ServiceNow record made repeat issues faster to solve and gave the wider team visibility into what was breaking and why.
07
What this demonstrates
- Comfort operating during a high-visibility identity rollout at healthcare scale.
- Ability to combine identity, endpoint, and connectivity troubleshooting in one interaction.
- Discipline in documentation even under enrollment volume.
08