• Graduated BS in Information Technology with 9+ years of experience in IT field including 9+ years in level 2 & 3 IT helpdesk and technical support role.
• Deep Knowledge and Expertise with:
?? Technical Expertise
• Operating Systems: Windows, macOS, Linux/CentOS.
• Virtualization: VMware vSphere, ESXi.
• Cloud Platforms: AWS, Microsoft Azure.
• Network Security: Fortinet, Palo Alto firewalls.
• Remote Management Tools: PuTTY, RDP, SSH, TeamViewer, Anydesk.
• Ticketing & ITSM Platforms: ServiceNow, Jira, Salesforce, Autotask.
• Hardware Support: PC/laptop troubleshooting, peripheral support.
• System Diagnostics: Disk partitioning, system imaging, device drivers.
• Networking: LAN, WAN, WIFI, SOHO, TCP/UDP.
????? Administration Expertise
• Windows Server Management: User/group policies, DNS/DHCP, file sharing.
• Active Directory & Azure AD: User provisioning, authentication, access control.
• Office 365 Administration: Exchange Online, Teams, OneDrive, license management.
• Security Administration: User access audits, firewall rule configuration, endpoint protection.
• IT Asset & Inventory Management: Software tracking, lifecycle documentation.
• SLA Management: Incident response, escalation handling, service delivery reporting.
• User Support: Onboarding/offboarding, remote assistance, knowledge base documentation.
???? User Support & Customer Service
• End-user support across Windows, macOS, and Linux.
• Strong communication and customer service skills.
• Empathy-driven troubleshooting.
• Ability to explain technical issues in a user-friendly manner.
• Helping users feel confident and supported with technology.
???? Certifications
• Google IT Support Professional Certificate
Coursera | Backed by Google – Focus on troubleshooting, networking, security, and customer service.
• CompTIA A+ Certification
Core certification for IT support – Covers hardware, software, OS, networking, security, and troubleshooting.
