Professional Summary
Experienced IT Support Specialist with 4+ years of solving technical issues, keeping systems running smoothly, and improving IT operations. Skilled in finding and fixing problems quickly and ensuring reliable support. Committed to using my technical skills to deliver efficient solutions and enhance overall IT performance in any organization.
Technical Skills
- End-User Technical Support: Delivered onsite and remote support for hardware, software, and network issues.
- Windows Server Management: Administered file shares, DHCP, DNS, VPN, and RDS on Windows Servers.
- Active Directory Administration: Handled users, groups, and Group Policies in Active Directory.
- Office 365 Administration: Supported Exchange, Teams, OneDrive, and SharePoint environments.
- VoIP & Phone Systems: Configured Cisco and Microsoft Teams VoIP systems.
- LAN/WAN Configuration: Control network setups using SonicWall and Untangle firewalls.
- Cisco: Basic Router Configuration
- IT Ticketing Systems: Utilized Spiceworks and ServiceNow for issue tracking and resolution.
- Server Backup & Restore: Backups and recovery with Symantec and Veeam.
- PC & Mac: Hardware support, troubleshooting BSOD errors and system optimization for Windows and Mac.
- Domain Joining & App Deployment: Managed domain joining and automated application deployment.
- Printer Setup & Network Configuration: Configured and troubleshot network printers.
- Mobile Device Management (Intune): Administered mobile security and enrollment via Intune.
- Password & MFA Resolution: Resolved password, MFA, and account lockout issues.
- System Security: Implemented MFA, antivirus, and malware protection for secure systems.
- Virtualization Management: Azure VM, Hyper-V, and VMware environments.
- Remote Support Tools: Remote Desktop, Team Viewer, Microsoft Teams and Quick Assist.
- IT Documentation: Standardized Processes and Created Detailed Guides.
Employment History
MSP (2023–Present)
IT Support Specialist
- Provided end-user technical support, resolving up to 13 to 16 tickets daily using tools like ServiceNow and Spiceworks.
- Managed user onboarding/offboarding and supported Office 365 services, including Teams and Exchange administration.
- Administered Windows Servers, addressing issues related to file shares, DNS, DHCP, and remote desktop servers.
- Configured network connectivity, including troubleshooting LAN/WAN issues and optimizing router performance.
- Deployed and managed mobile devices through Intune, ensuring secure and efficient operations.
- Settled technical issues such as password resets, MFA, VPN connectivity, BSOD errors, and system performance slowdowns.
- Performed server backups and data restoration using Symantec and Veeam to minimize downtime and data loss.
- Assisted users with PC and Mac support, including domain joining, application deployment, and hardware troubleshooting.
- Configured and supported printers and network devices, ensuring smooth operations across multiple environments.
- Created and deployed standardized PC images to streamline system setup and enhance operational efficiency.
- Collaborated with team members and non-technical users to diagnose and resolve technical problems with clear communication.
- Monitored and maintained IT systems to ensure high availability and compliance with company standards.
MSP (2021–2023)
IT Support Specialist
- Delivered onsite and remote end-user technical support, addressing hardware, software, and connectivity issues effectively.
- Troubleshot and addressed internet connectivity issues, including DHCP, IP configuration, and Wi-Fi setup.
- Supported Office 365 services, including Exchange, Teams, and OneDrive, ensuring seamless functionality.
- Configured and handled LAN/WAN networks using tools like SonicWall and Untangle.
- Resolved service tickets using tools such as Spiceworks and ServiceNow, ensuring timely issue resolution and escalation as needed.
- Conducted PC/Mac setup, domain joining, application deployment, and hardware troubleshooting.
- Performed printer and network connection setups, ensuring efficient and reliable operations.
- Assisted in mobile device management using Intune to enforce policies and secure access.
- Offered quick solutions to common user issues, such as password resets, MFA troubleshooting, and account lockouts.
- Set up and used PC imaging to ensure all devices had the same configuration and were ready for use quickly.
Education
- High School Diploma
Certification
- CompTIA Network+
- Microsoft 365 Fundamentals (MS900)
