IT Support Specialist

I am an IT support professional with hands-on experience delivering Tier 1 and Tier 2 support for on-site and remote users. I troubleshoot hardware, software, account access, connectivity, and endpoint issues while communicating clearly with both technical and non-technical stakeholders.

I have supported Windows and macOS environments, managed user accounts and permissions, and assisted with Microsoft 365, Active Directory, Entra ID, Google Workspace, Okta, SSO, and MFA. I am experienced in onboarding, offboarding, device provisioning, asset tracking, and maintaining accurate support documentation.

I work comfortably in high-volume ticket environments, using ServiceNow, Zendesk, and Jira to prioritize incidents, document troubleshooting steps, and escalate issues appropriately. I focus on responsive service, clear follow-up, and practical solutions that reduce user downtime.

My technical background includes diagnosing DNS, DHCP, Wi-Fi, VPN, RDP, and general TCP/IP connectivity issues. I also use SQL and PowerShell to investigate data issues, support operational tasks, and validate changes.

In addition to end-user support, I build cloud-focused projects on AWS using Python, Boto3, Terraform, Lambda, API Gateway, DynamoDB, IAM, CloudWatch, EventBridge, and SNS. I am AWS Certified CloudOps Engineer - Associate and hold an Associate of Science degree in Computer Science.

I bring customer-service leadership experience, strong communication skills, and a continuous-learning mindset. I am fluent in English and French, with advanced Spanish and Swahili, and Lingala as my first language.