?Delivered L2 technical support for Managed Service Proåvider (MSP) clients, resolving escalated incidents involving cloud services,endpoints, and networking infrastructure.? Monitored and troubleshot SD-WAN alerts via NetCloud and VeloCloud to ensure optimal network performance.? Installed and supported Sophos Firewall and Antivirus, handling threat remediation, endpoint policies, and security compliance.? Resolved security alerts, quarantines, compliance issues, and whitelisting tasks via Sophos Central, Microsoft Defender, andThreatLocker.? Managed Microsoft 365 environments, including user and group provisioning, license assignments, and Exchange Online mailboxconfiguration, delegation, archiving, and message tracing.? Performed regular Windows Server 2022 patching using Azure Portal and RMM tools (Datto, N-able, ConnectWise).? Managed data backups using Arcserve SPX, Image Manager, Backup Radar, and Azure Backup.? Handled file server management, file share provisioning, permissions, and data loss prevention across workstations and AVDenvironments.? Supported Azure Virtual Desktop (AVD) via Nerdio Manager and Azure, resolving session, connectivity, and performance issues.? Troubleshot MFA challenges, managed authentication settings across Microsoft 365, Azure, and Sophos Firewall.? Monitored Telstra Edge via Adapt S1, escalating issues as per SLA, and ensuring business continuity.? Onboarded and managed devices using Microsoft Intune and Hash ID, applying compliance policies and app deployments.? Administered full user lifecycle management across Microsoft 365, Intune, Google Workspace, and Webex, including provisioning,offboarding, and license revocation.? Provisioned and managed Webex call centers, call routing, and telephony setups including softphones, PIN resets, hunt groups,and number forwarding.? Deployed and managed GPOs via Active Directory and enforced endpoint policies via Intune.? Acted as a point of functional escalation, providing expert guidance on Microsoft 365, Active Directory, VMware, and endpointtechnologies.? Participated in bi-monthly maintenance windows and Windows patch cycles in coordination with the NOC team.? Supported IAM onboarding/offboarding, including access rights, permissions, license assignments, and deactivation procedures.? Utilized ITGlue to document technical procedures, configurations, and KB articles for internal use and onboarding.? Led client onboarding processes with integration of MSP tools and ensured seamless transition of IT operations.? Supported hybrid environments with both macOS and Windows desktop support including hardware and softwaretroubleshooting.? Generated change requests, assessed dependencies, and ensured implementation aligned with change windows and policies.? Conducted daily ITIL-based triage, assigning tickets, evaluating impact/urgency, and updating clients and stakeholders.? Assisted with email threat management: phishing detection, spam quarantine review, blocked senders/whitelist updates.? Recognized for successfully leading the IT setup of a new UK client office, integrating Google Workspace and Microsoft 365infrastructure.? Achieved top CSAT ratings and the highest ticket completion rate, earning commendation from client leadership.? Led internal training sessions, mentored junior tea-----------mbers, and drove process improvement initiatives across the team.? Collaborated with cross-functional teams to deploy new technologies, enhance service efficiency, and improve client satisfaction.
