Well Polished Help Desk Technician

Kevin is a results-oriented IT Support Technician with hands-on experience in high-volume MSP environments. He currently provides front-line support for a diverse client base, where he is recognized for his efficiency and high customer satisfaction ratings. Notably, he successfully reduced average ticket resolution times from 50 to 30 minutes while maintaining a 99% end-user satisfaction rate. He manages a consistent daily volume of 15 to 20 tickets, focusing on delivering professional service and clear communication across various technical disciplines.

Technically, Kevin supports a hybrid ecosystem of Windows and macOS, with administrative experience across Microsoft Server versions 2008 through 2025. He serves as a Global Administrator for Microsoft 365 and is proficient in managing Azure environments, specifically handling Entra ID and virtual machine administration. His backend expertise includes modifying Group Policies in Active Directory and administering VMware and Hyper-V virtualization platforms. On the networking side, he maintains an 80/20 focus on systems over networking, managing Meraki and FortiGate equipment as an administrator. He currently utilizes the Kaseya BMS and VSA suite for all ticketing and remote monitoring activities.