I am an IT Support Analyst with more than six years of experience delivering L1 and L2 technical support in enterprise and MSP-style environments.
I specialize in Microsoft 365, Azure AD/Entra ID, Intune, Exchange Online, Active Directory, Google Workspace, VPN access, and endpoint administration.
I have supported Windows, macOS, Android, VoIP, networking, and hybrid infrastructure environments, managing incidents from initial diagnosis through resolution.
I use PowerShell to support Microsoft 365 administration, reporting, user provisioning, and the automation of routine operational tasks.
I focus on reliable service delivery, root-cause analysis, clear documentation, endpoint hardening, and continuous improvement of support workflows.
I am currently developing my career toward Infrastructure and Systems Administration roles, bringing strong hands-on support, identity, networking, and cloud administration experience.
I deliver L1 and L2 technical support for more than 300 users across Windows, macOS, Android, and VoIP environments. I administer Microsoft 365, Google Workspace, Active Directory, and VPN access.
I troubleshoot LAN/WAN, Wi-Fi, and VPN issues, collaborate with the system administration team on infrastructure tasks, endpoint hardening, and upgrades, and improve ticket resolution through root-cause analysis and documentation.
I supported enterprise users in Microsoft 365 and Intune environments, providing on-site and remote assistance across multiple teams and departments.
I performed endpoint migrations, updates, and compliance checks, and improved response and resolution times by implementing structured ServiceNow workflows.
I provided remote, phone, and on-site support for hardware, software, and network incidents. I managed Office 365 licensing, mailbox creation, and user administration.
I performed Active Directory user, permission, and group-management tasks, as well as PC assembly, diagnostics, and repairs to maintain business continuity.
I provided technical support for hardware and software troubleshooting, Windows migrations, and VoIP systems.
I configured and troubleshot Windows VPN connections, administered Active Directory, performed networking diagnostics, and delivered remote support through TeamViewer and AnyDesk.
Associate's Degree, Information Technology
Associate's Degree in Information Technology, currently in progress.
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