I am an experienced IT Support and Infrastructure Specialist with a strong background in end-user support, desktop support, and IT operations. I specialize in delivering reliable technical solutions across diverse environments, ensuring seamless day-to-day operations and high user satisfaction.
My expertise includes IT Service Management using tools such as ServiceNow, ConnectWise, N-able MSP, and Freshservice, where I efficiently handle incident management, ticket resolution, and service requests. I have extensive experience in Microsoft 365 administration, including Exchange Online, Outlook, Teams, OneDrive, and SharePoint, as well as cloud and endpoint management through Intune and Entra ID (Azure AD).
I am skilled in Identity and Access Management (IAM), implementing security best practices such as Multi-Factor Authentication (MFA) and Conditional Access policies. I also have hands-on experience with Windows Autopilot deployment, including provisioning and pre-provisioning of devices.
My technical skill set extends to security and email protection platforms like CrowdStrike, -----------cast, and Proofpoint, along with Active Directory administration and user account management. I provide remote and on-site support using tools such as RDP, Bomgar, and ConnectWise RMM.
In addition, I have solid knowledge of network support (LAN/Wi-Fi and VPN troubleshooting), virtualization technologies (Citrix, VMware Horizon, Azure Virtual Desktop), and telephony systems including Mitel VoIP and virtual PABX administration.
I am adept at hardware and software installation, system monitoring, performance optimization, and troubleshooting complex technical issues. With a strong focus on customer service, I excel in user support, training, and delivering clear communication to both technical and non-technical stakeholders.
I am committed to maintaining secure, efficient, and scalable IT environments while continuously improving processes and user experience.
