Dedicated & Affordable IT Engineer / M365, Networking & Security

Professional Summary

Dedicated IT Support Specialist with over 4 years of experience in diagnosing and resolving IT issues, managing Office 365, Active Directory, and optimizing network configurations to drive business efficiency. Proven expertise in troubleshooting complex hardware, software, and connectivity challenges while maintaining exceptional customer service standards and ensuring user satisfaction. Recognized for minimizing downtime, streamlining workflows, and fostering effective team collaboration to ensure uninterrupted operations. Proficient in advanced ticketing systems, server administration, and mobile device management, with a keen ability to adapt to evolving technologies. Dependable, efficient, and committed to leveraging technology for continuous improvement, organizational success, and future-ready IT solutions.

Core Competencies

Professional Experience

MSP (2022-Present)
IT Support Specialist

Solved an average of 20+ technical support tickets daily, addressing complex technical issues for small to mid-sized business clients.
Administered Office 365 environments, including Exchange, Teams, and OneDrive, to ensure efficient operations.
Performed Windows Server tasks, including DNS, DHCP, file sharing, and RDP configuration, to maintain system availability.
Handled Active Directory operations such as user provisioning, group policies, and password resets.
Troubleshot network connectivity issues, ensuring stable LAN/WAN and Wi-Fi performance.
Deployed and maintained PCs, including imaging, application installations, and hardware troubleshooting.
Implemented and managed server backups using Veeam and Symantec, ensuring data security and recovery readiness.
Utilized Intune for managing and securing mobile devices in compliance with organizational policies.
Collaborated with cross-functional teams to streamline IT operations, resulting in a 15% reduction in ticket resolution time.
Documented processes and created user-friendly guides to assist non-technical staff, reducing repetitive support requests by 20%.
Achieved 98% customer satisfaction rating by delivering effective and timely technical solutions.

Small MSP (2020-2021)
IT Support Specialist

Delivered comprehensive onsite and remote IT support, resolving up to 15 tickets daily with a 95% first-call resolution rate.
Provided Office 365 support, troubleshooting Outlook and mailbox issues for end-users.
Performed technical challenges including, password resets, multi-factor authentication set up, and network access issues.
Diagnosed MFA, account lockouts, and application performance issues to enhance productivity.
Supported printer setups and resolved network-related printer malfunctions.
Developed user-friendly guides for non-technical staff, improving IT literacy and reducing support tickets.
Collaborated with clients to deploy scalable IT solutions, increasing network reliability by 30%.
Conducted root cause analysis on recurring issues, implementing fixes that reduced downtime by 10%.
Created and updated documentation for technical solutions and workflows to promote team knowledge sharing and efficiency.
Configured and maintained Cisco Voice IP systems and integrated teams for optimized communication workflows.

Education

Certifications