Service Desk & Technical Support Specialist

I am a versatile IT professional with extensive experience in Technical Support and Service Desk management. I specialize in bridging the gap between end-user needs and enterprise-level infrastructure, particularly within the Microsoft 365 ecosystem including Azure, Entra ID, Intune, and Exchange, as well as Cisco Unified Communications. My approach combines deep technical troubleshooting skills with a user-focused mindset to ensure both system integrity and user satisfaction.

Throughout my career, I have successfully managed high-priority escalations, resolving complex technical challenges efficiently and effectively. I have a proven track record of maintaining a 95% individual ticket resolution rate and consistently meeting or exceeding service level agreements. I am adept at translating complex technical solutions into clear, actionable steps for end-users and clients.

I have engineered custom automation solutions using Power Apps, Python, and Linux Bash to streamline support processes, significantly improving ticket lifecycle times and increasing team productivity. I am passionate about knowledge sharing and have empowered junior staff through targeted training and expanding corporate knowledge bases.

My expertise extends to endpoint management and user enablement, orchestrating global device deployments via Microsoft Intune while ensuring compliance with security protocols. I am experienced in administering Azure, Entra ID, and Active Directory for secure identity management.

In addition, I manage telephony and unified communications environments using Cisco Call Manager and Cisco Unity, swiftly troubleshooting connectivity issues to maintain seamless organizational communication. I also oversee enterprise email infrastructure with Exchange Online, optimizing configurations to ensure secure and efficient mail flow.

I am fluent in English and Spanish, with conversational skills in Portuguese. I am committed to continuous learning and professional development, holding multiple certifications in Linux server management, networking basics, and cybersecurity administration.