Dedicated helpdesk professional currently providing technical support in a 1000+ user environment. Skilled problem-solver able to communicate with users at all levels of technical proficiency. Troubleshoot, resolve and document user help requests for desktop, laptop, mobile, network and peripheral problems.
I am very easy to work with, fast learner and goal-oriented.
Expertise:
Technical Troubleshooting
End User Training
Virus Detection, Removal & Prevention
IT Infrastructure & Performance Tuning
Active Directory
Microsoft Server 2008 R2/2012 (R2)/2016/2019
Microsoft Exchange 2010/2013/2016
Microsoft O365 Admin
System Upgrades & Optimization
Security, Backup & Recovery Solutions
Technical & User Documentation
Relationship Management
SaaS Technical Support:
-Help client set up their RMM
-Assist customer in creating PowerShell script that would trigger RMM alerts
- Addressing client inquiries and educating them on our product and how to use the
software
-Assist client with integration such as office 365, Bitdefender, Quickbooks, Xero, Emsisoft,
Teamviewer, Splashtop, etc.
- Create a knowledgebase
- Report bugs to developers by creating a ticket in Jira
Ticketing tools;
-Zendesk
-CRM
-Freshdesk
-HPSM
-Parature
-Rave
-Connectwise
-Intercom
-Servicenow
-Hubspot
Experienced with Microsoft O365 setup including:
- Domain registration
- DNS records
- Managing subscription/ cancellation or additional subscription.
Exchange online management:
- Exchange online protection
- Advanced threat protection
- Domain keys identified mail (DKIM)
- Domain message authentication reporting and conformance (DMARC)
- Sender policy framework (SPF) –
distribution group
-Security group (edit, delete, adding members)
-email migration
SharePoint online management:
- Creating a site
- Managing document library
- Configuring user permissions.
- External sharing
Skype for Business and Microsoft teams:
- setting up calling plans
- creating Teams channel
- Managing guest access with teams
- Federation between two Microsoft teams organization.
Active directory setup and management:
- Updating UPN
- custom attributes
- user creation
- Creating organization unit
- Updating dirSync
- fix sync errors with AD.
Office 365 security and compliance:
- Data loss prevention
- Permissions
- Ediscovery search
- Data Encryption
–MDM setup
- Data governance
- retention
- content search
- Audit log search
OneDrive for business
- file synchronization
- Sync errors
- Document library synchronization
