Professional Summary
Detail-oriented and customer-focused IT professional with extensive experience in technical support, troubleshooting, and IT infrastructure management. Proven ability to resolve complex technical issues efficiently while providing exceptional end-user support. Adept at system administration, network troubleshooting, and hardware/software maintenance. Seeking to leverage technical expertise and problem-solving skills as a Helpdesk Technician.
Help Desk Support & Troubleshooting | Windows OS & O365 Administration Network
Configuration & LAN Troubleshooting |Helpdesk Technician
Areas of Expertise
- Help Desk Support & Troubleshooting
- Operating Systems & Software Management
- Network Troubleshooting & Connectivity
- Active Directory & User Account Management
- Ticketing Systems & Documentation
Technical Skills
- Help Desk Support & Troubleshooting
- Windows OS (7, 8, 10, 11) & O365 Administration
- Active Directory & Exchange Administration
- Network Configuration & LAN Troubleshooting
- Hardware & Software Installation/Maintenance
- End-User Training & Technical Documentation
- Ticketing Systems & Issue Tracking
- Smart Device Support & Peripheral Management
- Cybersecurity Awareness & Endpoint Protection
- IT Asset Management & Inventory Tracking
- Mobile Device Management (MDM)
Professional Experience
MSP (2020-2025)
Service Desk Engineer
- Served as the primary point of contact for diagnosing and resolving IT issues related to hardware, software, and networking.
- Provided remote and on-site technical assistance via email, chat, and phone support.
- Ensured timely resolution of IT service requests while maintaining high customer satisfaction.
- Managed and documented IT inventory, including hardware and software assets.
Consulting Company (2019-2019)
Enterprise Support Desk Analyst Tier 1
- Provided first-level technical support for PC software and hardware issues via telephone and email.
- Assisted end-users with account management, access control, and system configurations.
- Documented troubleshooting steps and escalated complex issues when necessary.
IT Company (2015-2019)
Field Engineer
- Administered SharePoint and Office 365 environments, managing user access and configurations.
- Handled LAN troubleshooting, network camera deployments, and IT infrastructure maintenance.
- Managed Active Directory and Exchange services, ensuring optimal system performance.
- Provided on-site and remote IT support, troubleshooting a range of hardware and software issues.
Best Buy – Geek Squad
Consultant Agent
- Delivered high-quality technical support and customer service, diagnosing and resolving technology issues.
- Assisted customers with software installations, virus removal, and hardware troubleshooting.
- Educated customers on best practices for device maintenance and security.
- Additional Experience
- Experience working with smart devices such as tablets and mobile technology.
- Hands-on experience with system backups, performance monitoring, and security measures.
- Strong ability to document resolutions and provide training for end-users.
