Core IT Competencies
Ticket & Incident Management: Proficient in handling the full lifecycle of tickets (Interactions, Service Tasks, and Incidents) using ServiceNow.
Systems Administration: Experienced in using Azure Portal, Active Directory, Microsoft 365 Admin Center, and End device management (Azure).
Virtual Desktop Infrastructure (VDI): Skilled in managing and troubleshooting Azure Virtual Desktop, Citrix Workspace/Director, and vSphere.
User Security: Experienced in processing password reset requests with end-user verification and managing MFA (Microsoft Authenticator) and Ping ID.
Technical Troubleshooting
Software Support: Expertise in Office 365, Windows 10/11, and enterprise connectivity tools like Global Protect (VPN) and Pulse Secure.
Hardware Support: Capable of troubleshooting modern desktops and diverse printer setups, including Xerox, Zebra, and Ricoh brands.
Mobility Management: Proficient in using Microsoft Intune for mobile device and application management.
Professional Collaboration
Multi-Channel Support: Experienced in managing user concerns through inbound calls, outbound follow-ups, and chat.
Cross-Functional Coordination: Skilled at collaborating with regional and global support teams to resolve standard issues and major incidents.
