I have over 10 years of experience in IT Support and Service Desk / Helpdesk roles within MSP environments, supporting both Microsoft 365 (M365) and on-premise infrastructure.
My day-to-day work includes technical support, troubleshooting, and incident management, along with providing consistent client support and clear communication to ensure issues are resolved efficiently and with minimal disruption.
I regularly handle escalations and work closely with both users and internal teams, balancing technical resolution with good customer service / client care.
Technologies and support experience:
Microsoft 365 / M365 (Exchange Online, Teams, SharePoint, OneDrive)
Microsoft Intune (device compliance, configuration profiles, endpoint management)
Azure Active Directory (Azure AD / Entra ID) (user management, MFA, Conditional Access)
Windows Server (Active Directory AD, DNS, Group Policy GPO)
Citrix / Remote Desktop / RDP environments
Endpoint Support (Windows, basic Mac OS)
Network troubleshooting (VPN, firewall, connectivity issues)
I’m comfortable providing remote IT support, working directly with clients, and maintaining a balance between technical problem-solving and strong customer experience.
