Professional Summary:
Dedicated IT Service Desk Engineer / Technical Support Specialist with 5+ years of experience providing remote IT support, troubleshooting hardware, software, and network issues, and managing incidents through ticketing systems. Experienced in supporting end-users across different environments while maintaining SLA compliance and delivering excellent client support.
Professional Skills I Bring to the Table:
IT Help Desk & Technical Support – 5+ years
Incident & Ticket Management – 5+ years
Hardware, Software & Network Troubleshooting – 5+ years
Remote End-User Support – 5+ years
Active Directory & User Access Management – 5+ years
Office 365 & Microsoft Environment Support – 5+ years
IT Service Management (ITSM) – 5+ years
Client Support & Customer Experience – 5+ years
Clients / Industries I Worked With:
Information Technology / Managed Services
Customer Service / BPO
Enterprise / Corporate Users
Remote End-User Support
IT Tools & Software I'm Proficient With:
ITSM / Ticketing Systems: ServiceNow, Jira, Confluence
Microsoft Environment: Office 365, Azure, Active Directory, SCCM, Endpoint
Remote Support Tools: TeamViewer, Quick Assist, LogMeIn
Virtualization / Remote Systems: VMware, Citrix
Communication & Collaboration: Outlook, Zoom, Slack, Microsoft Teams, Google Workspace
Other Platforms: ADP Workforce Now, Digital Support Toolbox, Tangoe, BitLocker
Knowledgeable / Areas of Exposure:
IT Service Management (ITSM)
Incident & Request Management
Remote Technical Support
End-User Support & Troubleshooting
Major Incident Management
Managed IT Services Environment
Windows / Mac OS Support
