Customer-Focused IT Support Specialist

This MSP technician provides remote support for multiple clients across a variety of industries, handling Level 1 to 1.5 responsibilities. Their daily workload includes managing 15–25 tickets, troubleshooting issues across Windows and macOS environments, configuring VPNs, and performing server administration on Windows Server 2008–2019. They work within ConnectWise Manage, Automate, and Control while maintaining strong customer satisfaction and consistent resolution times. Their experience also includes Active Directory management, GPO modification, and supporting VMware and Hyper-V for virtual server administration.

On the Microsoft 365 side, they operate as a global admin, managing SharePoint permissions and performing general troubleshooting. Their Azure experience includes Entra ID and Intune configuration. While their role is primarily end-user support, they also assist with backend maintenance and light project work, such as infrastructure updates and network configurations involving Meraki equipment. They are consistently described as sharp, professional, and friendly.