Versatile and results-driven professional with over three years of combined experience in IT operations, technical support, and customer service (both voice and chat). I specialize in remote troubleshooting, system monitoring, and delivering exceptional customer experiences in fast-paced environments.
As a NOC Administrator, I successfully monitored and maintained system uptime for over 80 clients, leveraging tools such as N-Able RMM, ConnectWise PSA, and IT Glue to ensure seamless operations. In my role as an IT Service Desk Analyst, I further honed my technical expertise by managing platforms like ServiceNow, Microsoft Azure, Active Directory, M365, Intune, SharePoint, and OneDrive. These experiences have equipped me with strong troubleshooting capabilities and the ability to resolve complex IT issues effectively.
My customer-facing roles have also refined my communication, problem-solving, and retention strategies. I take pride in understanding customer needs, delivering tailored solutions, and achieving high satisfaction rates. Additionally, my attention to detail has been demonstrated in roles such as Data Entry Specialist, where I consistently produced accurate, summarized reports based on the information provided.
Key Skills
• Remote IT troubleshooting and system monitoring
• Proficiency in tools: Microsoft M365, Active Directory, ConnectWise PSA, ServiceNow, and Zendesk
• Customer service, retention, and conflict resolution strategies
• Data backup management and server maintenance
• Multitasking, organizational skills, and attention to detail
I am a proactive, solutions-oriented professional who values efficiency, client satisfaction, and continuous learning. My ability to quickly adapt to new tools and technologies has allowed me to contribute effectively to various remote and virtual work environments. Whether resolving technical issues or enhancing processes, I am committed to delivering results that exceed expectations.
I am flexible with working hours and open to both short-term and long-term projects. Additionally, I am eager to undergo training opportunities to further enhance my skills and stay aligned with industry trends.
Feel free to connect with me or reach out directly via email at ----------- or phone at -----------. Let’s discuss how I can help meet your business needs!
