Graduate of BS Computer Science with 8+ years work relevant experience. I'm detail-oriented and proactive IT Support Analyst with a strong background in troubleshooting, system maintenance, and end-user support. Skilled in diagnosing technical issues, resolving hardware and software problems, and ensuring smooth IT
operations across diverse environments. Adept at providing clear communication
and training to non-technical users, while maintaining a high level of
professionalism and customer service. Experienced in managing tickets, configuring
systems, and supporting network and security protocols. Passionate about
leveraging technical expertise to improve efficiency, minimize downtime, and
deliver reliable IT solutions that align with business goals.
Key Strengths:
• Strong Attention to detail and pattern recognition skills.
• Highly motivated and self-managing, demonstrating sound judgment and effective decision making.
• Effective analytical approach and problem-solving skills.
• Strong oral and written communication skills.
• Thrive in a collaborative environment where accountability and innovation go hand-in-hand.
• Customer service oriented: Ability to serve and communicate with different types of customers efficiently.
Technical Skills and Knowledge I have with.
ITIL & Frameworks
• Solid understanding of ITIL processes and frameworks
Platforms & ITSM Tools
• SaaS platform support
• Azure DevOps
• Microsoft Dynamics 365
• ServiceNow
• Jira
• Confluence (Knowledge base)
• SCCM support
• Software Center
• SharePoint access
Databases & Analytics
• SQL
• Power BI
Project Management
• MS Teams
• -----------
• Trello
Identity & Access Management
• Active Directory
• Security Groups
• Azure AD
• MDM (Mobile Device Management) platforms
• InTune
• Inwebo
Authentication & Security
• RSA SecurID, Cisco DUO, PingID, MS Authenticator
• McAfee Endpoint Encryption
• Proofpoint
• Malware/Virus support
• Email spam/phishing handling
Remote Access & Virtualization
• Citrix
• Cisco VPN
• VMWare VDI
• TeamViewer
• Remote installation of software and drivers
Microsoft Suite & Collaboration
• MS Outlook, Word, Excel, PowerPoint
• MS Exchange: Distribution list, Enterprise Vault, Shared mailbox, Send on behalf access
• MS Teams, Cisco Jabber, Zoom, Cisco WebEx, Arkadin support
Operating Systems
• Windows10/11
• macOS
• iOS Corporate devices: iPhone (FOD or BYOD)
• Networking & File Sharing
• Network troubleshooting (WLAN, LAN)
• Mapping of network drives
• TCP/IP
File sharing tools
• Accellion, Blackberry Workspace, Google Drive, OneDrive, Google Workspace
Hardware Support
• Laptop | Desktop | External monitors, headsets, VOIP phones (Cisco desk phone), webcams, printers
• Local/Network printer troubleshooting
Other Technical Skills
• Mobile applications
• CMD
• BSOD troubleshooting
• BIOS My resume can be access via Google drive link below:
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