IT Support Specialist | L1/L2 Technical Support

Provided L1/L2 enterprise system support, resolving complex escalated incidents across Windows and Linux environments.
• Administered user systems, applications, and peripherals; performed installations, configurations, and maintenance for
business-critical systems.
• Diagnosed and resolved network connectivity issues including DNS, DHCP, and VPN-related incidents.
• Managed SharePoint platform and business applications, ensuring availability and smooth operations for stakeholders.
• Maintained structured IT asset inventory and produced documentation for compliance, audits, and reporting purposes.
• Delivered hands-on user training, improving system adoption rates and reducing helpdesk call volumes.
• Supported Dynatrace Digital Experience monitoring activities — collecting and reviewing Real User Monitoring (RUM) and
Synthetic test data to identify performance trends and flag degradation events.
• Assisted in performing Dynatrace-based root cause analysis on application performance incidents — tracing anomalies
through the Dynatrace service topology and contributing technical findings to post-incident reports.
• Gained initial hands-on experience with Dynatrace APM — assisting senior engineers in configuring monitoring agents,
setting up alerting profiles, and reviewing real-user performance data for enterprise applications.
• Supported the integration of Dynatrace monitoring with cloud and on-premises infrastructure — ensuring full observability
coverage across monitored application stacks.
• Supported senior engineers in resolving critical and escalated incidents, contributing to post-incident root cause reports.

Delivered comprehensive end-user IT support including hardware/software installation, configuration, and troubleshooting
for 500+ users across the organization.
• Managed full Microsoft 365 lifecycle: provisioning, troubleshooting Teams/Outlook/OneDrive, and supporting SharePoint
collaboration environments.
• Performed network diagnostics and resolved LAN/WAN, DNS, DHCP, VPN, and wireless connectivity issues, minimizing
downtime.
• Handled user onboarding and offboarding — account creation, group membership, access provisioning, and hardware hand
off.
• Collaborated with Development and Product Management teams to communicate Dynatrace findings, reproduce
performance issues in test environments, and validate fixes before production deployment.
• Integrated Dynatrace alerting with Microsoft Azure monitoring — enabling unified observability across cloud infrastructure
and application layers for proactive incident detection.
• Tracked and managed IT asset inventory, coordinating hardware refreshers, vendor RMAs, and lifecycle records.
• Led process improvement initiatives result in a 30% increase in team operational efficiency through workflow optimization.
• Designed Power BI dashboards and monthly performance reports tracking support KPIs and SLA metrics presented to senior
leadership.
• Participated in IT project delivery: software rollouts, system upgrades, and user communications.

Resolve L1/L2 end-user service requests via phone, email, and remote tools, maintaining 95%+ SLA compliance across a
high-volume ticket queue (40–60 tickets/day).
• Troubleshoot and resolve hardware (desktops, laptops, printers, peripherals) and software (OS, Microsoft 365, enterprise
apps) issues for a globally distributed user base.
• Administer Microsoft 365 environment: user account creation, distribution groups, mailbox configuration, license
management, and password resets.
• Monitor and maintain system health through regular OS updates, antivirus scans, patch management, and endpoint
optimization.
• Log, categorize, and close incidents in ITSM tools with complete documentation, ensuring audit-ready records and accurate
SLA reporting.
• Support VIP users and high-priority escalations with professionalism and speed, driving strong satisfaction outcomes.
• Author and maintain technical SOPs, knowledge base articles, and troubleshooting guides that reduce repeat incidents.
• Build and manage Power BI dashboards to monitor support KPIs (ticket volumes, resolution times, SLA trends) for
management review.