IT Technical Support | IT Service Desk Engineer | System Admin | Microsoft 365 Admin

Experienced IT professional with over six (6) years in IT Support and IT Service Desk operations. Skilled in designing, implementing, and troubleshooting network and end-user computing environments.

Proficient in LAN/WAN technologies, including TCP/IP, DNS, DHCP, VPN, VLANs, routing, and switching. Experienced in configuring and managing routers, switches, wireless access points, Windows Server, Active Directory, and Microsoft 365 administration.

Provides Level 1 and Level 2 technical support through ticketing systems, remote tools, and on-site assistance. Adept in incident management, root cause analysis, SLA compliance, and resolving hardware, software, and network-related issues efficiently.

In addition to IT support, I am also familiar with GoHighLevel CRM, including contact and lead management, pipeline tracking, workflow automation, appointment booking setup, and basic funnel or landing page editing. I can assist businesses in organizing leads, managing customer interactions, and automating follow-ups to improve sales and client engagement.

Proficient in the administration and support of the following systems and platforms:

IT Service Management (ITSM) Tools:
ServiceNow, ManageEngine, Jira Service Management

Microsoft Administration Platforms:
Microsoft 365 Admin Center, Exchange Admin Center, Active Directory, Azure Active Directory, Microsoft Power Automate

Identity & Access Management (IAM):
CyberArk, Okta

Endpoint & Device Management:
VMware AirWatch (AirWatch Admin), Citrix Workspace

Remote Support & Connectivity Tools:
Zoho Assist, Remote Desktop Protocol (RDP), TeamViewer, Check Point VPN

Design & Productivity Tools:
Adobe Photoshop, Canva