I am a Senior IT Support professional with more than eight years of experience in help desk, service desk, and technical support roles within multinational IT environments. I specialize in resolving escalated user issues end-to-end, from initial troubleshooting through documentation and resolution.
I have hands-on experience administering Active Directory, DNS, Group Policy, Windows Server environments, NTFS permissions, Microsoft 365, and identity/access management. I am comfortable supporting user accounts, access groups, shared mailboxes, network drives, authentication tools, and enterprise business systems.
In my current senior service desk role, I support approximately 1,500 users as part of a three-person team. I manage incidents and requests involving Active Directory, AS400, Entrust, SIMS, Office 365, Outlook, Excel, account provisioning, and access management.
I am proactive in communicating directly with users to clarify and resolve issues efficiently, often before formal ticket submission. I also create standard operating procedures and self-service guidance that reduce repeat incidents and improve support-team consistency.
My technical background includes Citrix, SCCM, Intune, ServiceNow, PowerShell, virtualization, and troubleshooting Microsoft 365 and hybrid environments. I continuously develop my infrastructure skills through a self-directed VirtualBox home lab focused on Windows Server, Active Directory Domain Services, DNS, Group Policy, and AGDLP permissions.
I work professionally in English and Italian and bring experience supporting international users, including Italian-speaking and English-speaking teams. I am currently pursuing the Microsoft Windows Server Administrator Associate certification.
