Professional Summary
Results-driven IT Help Desk Analyst with expertise in remote troubleshooting, Microsoft 365 administration, and IT procurement. Adept at resolving technical issues efficiently, optimizing IT operations, and ensuring seamless end-user support. Skilled in managing security protocols, endpoint protection, and cloud-based applications. Passionate about delivering exceptional customer service in a remote work environment.
Key Skills
- IT Support & Troubleshooting: Windows OS, macOS, Microsoft 365, Google Workspace
- Remote IT Support: Remote Desktop, Atera, TeamViewer, VPN
- Cloud Services: Microsoft 365 Admin, Exchange Online, SharePoint Online, OneDrive
- Security & Compliance: Endpoint Protection, Sentinel One, Huntress Malware Prevention
- IT Procurement & Asset Management: Hardware & Software Deployment, Licensing
- Ticketing Systems: ServiceNow, Atera
- Networking: LAN/WAN and DNS Troubleshooting, Basic Network Configuration
- Customer Service & Training: End-User Training, Client Support, Documentation
- Imaginging Computers Windows 10 and 11 OS
- Multifactor Authentication Microsoft 365 Azure and Google Workspace
Professional Experience
MSP (2021-2025)
Help Desk Analyst
- Spearhead IT procurement, provisioning, and deployment for 60+ companies, ensuring timely delivery and optimal functionality of hardware and software assets.
- Troubleshoot and resolve Windows OS, Microsoft 365, Exchange Online, and Google Workspace issues, reducing system downtime and enhancing end-user productivity.
- Administer and maintain user accounts in Microsoft 365 and Google Admin centers, ensuring seamless user access and security compliance.
- Monitor and manage Sentinel One and Huntress endpoint protection to safeguard company systems from cybersecurity threats.
- Document technical incidents and solutions using Atera, streamlining issue resolution and knowledge sharing.
- Monitor and oversee managed computers and servers, verifying timely updates and System reboots to optimize performance and reliability.
IT Company (2020-2021)
Help Desk
- Provided IT support for a global law firm, resolving technical issues related to iManage, Microsoft
- Office, and Blackberry UEM.
- Diagnosed and resolved software and hardware issues, reducing ticket resolution time by 30%.
- Maintained and synchronized essential software and services, ensuring system stability and compliance.
- Managed technical support cases in ServiceNow, improving response time and issue tracking.
- Promoted to Lead Trainer for Level 1 support, mentoring new hires in troubleshooting and ticketing best practices.
MSP (2019-202)
Help Desk & Field Technician Internship
- Diagnosed and resolved network connectivity, software, and hardware issues, increasing first-call resolution rate.
- Developed and implemented a client-facing backup plan to ensure secure data storage and recovery.
- Installed and configured devices for projects, repairs, and deployments, ensuring seamless operations.
Education
- BA., History Minor in Marketing
Certifications
- CompTIA A+
- CompTIA Network +
