SUMMARY
Experienced IT Support Specialist and Systems Engineer with 5+ years of experience delivering Tier 1-3 technical support across Microsoft-centric environments. Proven ability to build strong client relationships, serve as a trusted technical advisor, and resolve complex issues involving Windows systems, Microsoft 365, networking, endpoint management, and cloud services. Skilled in managing IT projects, implementing security best practices, supporting remote and onsite users, and maintaining high service levels across multi-client environments. Recognized for excellent customer service, technical documentation, and collaboration with cross-functional teams to improve operational efficiency, security, and user experience.
EXPERIENCE
Managed Service Provider | IT Consultant | Apr 2022 – Present
- Serve as a primary technical resource for multiple client environments, building trusted relationships and delivering responsive Tier 1-3 support.
- Troubleshoot and resolve issues involving Microsoft 365, Windows desktops, networking, remote connectivity, user accounts, and endpoint security.
- Manage software deployments, operating system updates, security patches, and endpoint configurations to maintain system reliability and compliance.
- Support Microsoft cloud technologies including Azure Active Directory, Microsoft 365 administration, and identity management.
- Utilize remote management and monitoring tools to proactively identify and resolve system issues before impacting users.
- Lead and assist with infrastructure and security-related projects, including workstation deployments, system upgrades, and technology refresh initiatives.
- Create and maintain technical documentation, knowledge base articles, and client-facing procedures to improve support efficiency.
- Mentor junior support personnel by sharing troubleshooting methodologies, documentation standards, and customer service best practices.
Managed Service Provider | System Engineer | Jun 2021 – Apr 2022
- Supported Tier 1-3 incidents involving Windows systems, Microsoft applications, networking, and endpoint devices.
- Provided remote support for distributed users while maintaining service-level objectives and high customer satisfaction.
- Customize desktop applications to meet user needs
- Authored technical documentation and knowledge base content to improve first-call resolution rates.
- Assisted with user provisioning, Active Directory administration, software deployment, and endpoint configuration.
- Maintained comprehensive knowledge of different operating systems, networking technologies, and software applications
Energy Company | Load Technician | Nov 2018 – Jul 2021
- Manage/Monitor queue for incoming requests (Work Orders / Tasks)
- Receive requests for multiple types of loads, specifications, and configurations
- Maintaining level of imaged inventory
- Work with engineering team to test new versions of images, to report issues, and troubleshoot issues for faster resolution
Energy Company | Desktop Support Technician | May 2018 – Nov 2018
- Provide support for desktop computer operating systems Windows 7/10, Microsoft Office and hardware/peripherals.
- Proactively resolve customer problems through ticketing systems Remedy and Service Now.
- Tracks company-wide inventory of computer equipment and peripheral for office and remote based associates
- Diagnose and resolve hardware and software problems, referring more complex networking problems to network administrators or IT managers
- Perform physical inventory and asset tagging of computer equipment throughout our facility and organizations
IT Staffing Firm | Desktop Support Specialist | Oct 2017 – May 2018
- Provide on call technical support and troubleshooting
- Troubleshoot, diagnose and repair hardware and software
- Performed preventative and regular maintenance on systems and networks to ensure optimal performance.
SKILLS
- Microsoft Technologies: Microsoft 365, Azure Active Directory (Entra ID), Exchange Online, Teams, SharePoint Online, Windows 10/11, Windows Server, Active Directory, Group Policy
- Endpoint Management: Microsoft Intune, Endpoint Configuration, Device Enrollment, Patch Management, Software Deployment, Endpoint Security, Asset Management
- Technical Support: Tier 1-3 Support, Remote Support, Help Desk Operations, Incident Management, Root Cause Analysis, ServiceNow, Remedy, Ticket Management
- Networking & Security: TCP/IP, DNS, DHCP, VPN Connectivity, Network Troubleshooting, Firewall Administration, MFA, IAM, Security Policies, EDR Solutions (RMM)
- Cloud & Infrastructure: Azure Administration, Cloud Services Support, Identity Management, Server Administration, Remote Monitoring and Management
- Professional Skills: Client Relationship Management, Technical Documentation, Project Coordination, Customer Service, Team Mentoring, Training, Time Management
