Dynamic Service Desk Engineer
Dedicated, experienced, proactive. Go-to person for technical troubleshooting and remote support. Proven track record in enhancing client satisfaction through effective communication and training. Skilled in Microsoft Active Directory and proficient with a variety of software across multiple professional fields, delivering timely solutions while fostering strong client relationships.
Skills
- Microsoft 365 Administration (Exchange Online, Teams, SharePoint, OneDrive)
- Azure Active Directory & On-Prem AD
- Ticketing Systems: ServiceNow, ADiTaas, SolarWinds, Marval
- Endpoint & Mobile Device Management
- Remote Support & Troubleshooting
- User Access Management & MFA
- Software Installation & Application Support
- Hardware Diagnostics & Peripheral Setup
- IT Documentation & Knowledge Base Management
- Network Fundamentals & IT Security Awareness
Work History
MSP (2021-2024)
Service Desk Engineer III
- Provided 24/7 on-call support to both team members and clients, ensuring uninterrupted service and swift issue resolution
- Developed and regularly updated client-specific knowledge base articles, tailored to unique workflows and technical environments
- Conducted training and refresher sessions for team members to reinforce best practices in troubleshooting and security compliance
- Led client onboarding efforts, including discovery and documentation of new software and operational processes for the service desk
- Facilitated client meetings to establish efficient workflows, gather feedback, and implement process improvements
- Diagnosed and resolved a wide range of technical issues for client end-users, maintaining high satisfaction and response standards
Service Desk Engineer I (2021-2022)
- Delivered Tier 1 help desk support for a wide range of hardware and software issues, ensuring timely and effective resolution for end-users
- Escalated technical problems and service requests through appropriate channels, adhering to established escalation protocols
- Liaison between end-users, vendors, and internal support teams. Efficiently and effectively coordinated support solutions and implemented service updates
- Fielded incoming calls from users, thoroughly documented issues, and assessed urgency and impact to prioritize response efforts
- Researched technical questions and issues, providing clear, step-by-step
- guidance and timely responses to end-users
- Collaborated with team members by offering prompt support and sharing knowledge to resolve issues efficiently
Tax Company (2018-2020)
Data Entry Specialist/Tax Preparer
- Entered and verified client financial data for tax preparation with high attention to detail and accuracy
- Authored a Cybersecurity Business Plan to enhance the firm’s data security posture
- Installed and configured Windows Updates and system settings on office devices
- Drafted and edited business valuation reports while maintaining client confidentiality
Education
- Bachelor of Science in Computer Networks And Cybersecurity
Certifications
- CompTIA Network+ Certified (July 2020-Present)
