IT Support Specialist

I am a detail-oriented IT professional with over 5 years of experience in L2 technical support, Identity & Access Management (IAM), and system security administration. I have built my career around managing user access lifecycles, resolving complex incident tickets, and helping maintain secure and reliable enterprise environments.

I work extensively with ServiceNow, JIRA, Active Directory, and Microsoft Intune to support access provisioning, deprovisioning, MFA enforcement, and endpoint security. My experience includes handling service requests, troubleshooting application and system issues, and ensuring that support activities meet strict SLA and OLA requirements.

I am comfortable performing root cause analysis on authentication, access, and endpoint-related incidents. I also collaborate with cross-functional teams to identify security risks, improve processes, and strengthen compliance across the systems I support.

My technical background includes Windows, macOS, Linux, Proxmox, VMware, SQL, PostgreSQL, Python, and C#. I have also worked on lab and academic projects that helped me deepen my understanding of virtualization, system hardening, and backend troubleshooting.

I value clear documentation and process consistency, and I have served as a document custodian for internal access management procedures. I enjoy creating and maintaining technical documentation that helps teams standardize support and share knowledge effectively.

I am currently continuing my education in Software Development while also holding cybersecurity and networking academic credentials. I am certified in CompTIA Security+ and continue to grow my skills in security, support operations, and enterprise IT administration.