Summary
Results-oriented and adaptable IT operations professional with experience in customer service, technical support, hardware repair, PC maintenance, and system administration. Possess adeptness in implementing technology-based solutions for business problems and standards, procedures, and processes that improve business functionality. Areas of expertise include:
- Customer Service
- Office 365 Support
- Research & Analysis
- Complaint Handling
- Emotional Intelligence
- Problem Diagnosis
- Ticketing Systems
- Phone & Online Support
- Technical Troubleshooting
Technology Proficiencies
- Ticketing: Zendesk, Spiceworks, Jira Service Desk, Service Now, Software: Active Directory, Azure AD, Citrix Tools, Microsoft SQL, VMWare, Hyper-V, Office 365, SolarWinds,
- Atlassian, Duo Security, Nimble, Browsers: Google Chrome, Microsoft Edge, Mozilla Firefox
- Networking: LAN, Mesh Wi-Fi Network Systems, DHCP, VPN, DNS, Fortinet
- Platforms: Windows 10/8/7, macOS, Linux, Android, iOS
System Administration Experience
- Windows Server 2016 Hands-On Virtual Labs
- Installed and set up VirtualBox, Windows Server 2016, linked clones, and Remote Desktop Protocol.
- Added Windows 10 client machines to Windows Server 2016 domain.
- Created and modified Active Directory template user accounts to hold various properties.
- Configured Windows Server 2016 domain settings, server name, TCP/IP settings, and remote desktop.
- Created and linked Group Policy Objects (GPO) in Active Directory.
- Installed and configured Exchange Server 2016 within the Windows Server 2016 environment. Additionally, mailboxes were created and configured accordingly.
Work Experience
MSP (2021-Present)
Level 2 Support Technician
- Provide troubleshooting and assistance to end-users for hardware, software, network, and other IT-related issues.
- Respond to and resolve incidents, document, and track them, and contribute to problem management processes.
- Perform user account management, access control, security administration, and system updates.
- Troubleshoot application-related issues, assist with software installations/upgrades and collaborate with developers/vendors.
- Create/maintain documentation, share technical knowledge, collaborate with IT teams, and communicate effectively with end-users.
IT Company (2017-2021)
Desktop/Software Engineer
- Desktop/Software Engineer
- Provided PC and Software solutions to local individuals and small businesses.
- Consulted customers on the appropriate PC and Software solutions to meet their needs.
- Resolved hardware failure issues affecting clients.
- Provided troubleshooting and software upgrade assistance across the complete Microsoft Office platform.
Security Company (2020-2021)
Intervention Specialist
- Interface Security Systems is a leading managed service provider delivering managed business security, network connectivity, UCaaS, and business intelligence solutions to distributed enterprises.
- Monitored locations in the U.S. through a complex surveillance camera system.
- Engaged customers to meet any of their troubleshooting needs.
- Composed accurate time logs and documents for all calls and actions in automated systems.
- Completed daily reports, forms, and other documentation promptly and accurately.
Education & Credentials
- Certifications: Certified in Cybersecurity from
- (ISC)²
- Google Cybersecurity Professional Certificate
- Google IT Support Certificate
