Experienced IT Support and Operations Specialist with over 10 years of expertise in remote service desk support, Microsoft 365 administration, and customer operations across diverse industries, including IT, finance, telecommunications, and real estate. Proven ability to deliver secure, efficient, and empathetic technical solutions ranging from resolving complex Exchange Online issues to optimizing back-office workflows for high-volume teams.
Skilled in managing global support environments with a focus on precision, collaboration, and adaptability. Known for blending technical depth with customer-centric communication to ensure professional, clear, and responsive service delivery.
Technical Expertise- Microsoft 365 Administration: Exchange Online, SharePoint, Teams, OneDrive, Outlook- Infrastructure Tools: Active Directory, Azure AD, DNS- Office Suite Support: Legacy and Modern Microsoft Office applications- Helpdesk Platforms: ServiceNow, ConnectWise, Freshdesk, Manage Engine- Remote Collaboration: Microsoft Teams, Slack, Zoom- Support Channels: Phone, Email, Chat, Remote Sessions- Workflow Management: Calendar and Inbox Management, Task Prioritization, Follow-ups- Documentation: SOP Creation, Technical Guides, User Feedback Logging- Data Handling: Data Entry, File Organization, Reporting- Soft Skills: Professional Communication, Client Relations, Confidentiality, Discretion
Certifications- Microsoft Certified: Security, Compliance, and Identity Fundamentals (SC-900)- Microsoft 365 Certified: Fundamentals (MS-900)
Hardware ReadinessLenovo ThinkPad E14 G6- Processor: AMD Ryzen™ 7 7735H- Memory: 16 GB DDR-----------Storage: 512 GB SSD- Operating System: Windows 11 Pro
