Provides specialized NOC (Network Operations Center) support for small to medium-sized businesses across the USA, ensuring seamless and uninterrupted IT services.
Efficiently created, disabled, and modified user accounts, access permissions, and organizational units (OUs) for users, groups, and assets in On-Premises, Cloud, and Hybrid environments.
Act as the first point of contact for IT support requests via phone, email, chat, or ticketing system.
Skillfully utilized RMM tools such as ScreenConnect, Datto, and Kaseya to troubleshoot and resolve user computer issues with speed and efficiency.
Proactively managed and tracked i----------- resolution through ConnectWise service tickets, significantly improving response times and customer satisfaction.
Configured and optimized SonicWall NetExtender and FortiClient VPN networks to meet stringent performance requirements, ensuring reliable and efficient network operations.
Provided prompt and effective remote technical support by responding to user emails and calls, addressing and resolving technical malfunctions.
Vigilantly monitored Auvik alerts to detect and mitigate potential critical outages, maintaining system stability and reliability.
Delivered clear and concise advanced technical support, adeptly guiding clients through troubleshooting processes with ease.
Authored and published comprehensive support documentation in IT Glue, enhancing the knowledge base and facilitating future issue resolution.
Diagnose and troubleshoot hardware, software, and network issues for end-users.
Install, configure, and maintain computer systems, software, and peripheral devices.
Request IT asset inventory and documentation of support requests and resolutions.
Assist in user account management, including password resets and access provisioning.
Provide IT onboarding support for new employees, including setting up accounts and equipment.
Support remote users with VPN, connectivity, and access issues.
Follow IT security policies and best practices to ensure data protection and compliance.
Participate in IT projects and initiatives as required.
Provide training and guidance to end-users on IT systems, tools, and best practices.
