IT Support Engineer and System Administrator with 3+ years of enterprise experience in Microsoft 365, Active Directory, Windows Server and Azure. I handle Level 1 to Level 3 support for distributed remote teams, including user onboarding/offboarding, email security (-----------cast), and backup monitoring (Datto), while keeping tickets within SLA.
WHAT I'VE DONE
- Supported ~40 users across distributed remote teams, resolving 30–40 tickets per week (Level 1–3) in ServiceNow and ConnectWise within SLA
- Managed the full user lifecycle in Active Directory and Microsoft 365: account creation, licensing, mailboxes, groups, access, and offboarding
- Wrote PowerShell scripts for license reports, bulk AD changes, and account creation/offboarding, cutting repetitive manual work
- Monitored email threats and security alerts in -----------cast and Microsoft Defender
- Monitored Datto backup jobs and followed up on failures
- Troubleshot network (DNS, DHCP, TCP/IP, firewall), hardware and remote desktop issues
- Wrote SOPs so recurring issues get fixed the same way each time
TECHNICAL STACK
- Cloud & Productivity: Microsoft 365, Azure, SharePoint, Exchange, OneDrive, Teams
- Systems: Active Directory, Windows Server, Remote Desktop Troubleshooting
- Security & Networking: -----------cast, MS Defender, DNS, DHCP, TCP/IP, Firewalls
- Tools: PowerShell, ServiceNow, ConnectWise, Datto Backup Monitoring
- Support: L1–L3, SLA management, SOP documentation, CSAT-focused support
HOW I WORK
- I close every ticket with clear resolution notes, so users and teammates know what was done and why
- I hand off cleanly: when a ticket needs escalation or a shift change, I leave the context, steps tried and next action
- I monitor alerts proactively (-----------cast, Defender, Datto backups) and act on them before users report problems
- I'm used to working independently, often as the only IT person on shift, and making decisions without waiting for supervision
AVAILABILITY
Full-time, can start as soon as possible. Open to any work hours.
