I am an IT Support Technician with a Technical Degree in Systems and Network Engineering and hands-on experience in technical support, networking, systems administration, cybersecurity, and web development.
I have supported users and organizations by diagnosing hardware, software, connectivity, and network incidents. I am experienced in ticket management, remote support, technical documentation, customer assistance, and working to meet service-level agreements.
My networking and security background includes TCP/IP, DNS, DHCP, VPN/IPsec, LAN/WAN connectivity, routing, Active Directory, Windows Server, Linux services, and Palo Alto and WatchGuard firewall administration. I also work with monitoring, log analysis, SSL/TLS, backups, virtualization, and endpoint support.
In my most recent role, I managed more than 250 support tickets for multiple companies, maintained a 95% SLA compliance rate, created business reports, and developed data-filtering extensions. I am comfortable collaborating with customers and technical teams in high-volume support environments.
I also have software development experience using C#, .NET Core, ASP.NET MVC, SQL Server, PHP, MySQL, HTML, CSS, and JavaScript. I am motivated by problem-solving, continuous learning, cybersecurity, and delivering reliable technical solutions.
Provided technical assistance for mobile phones, laptops, routers, and customer equipment. Diagnosed and resolved technical issues while supporting mobile plans, upgrades, and device-related requests.
Supported sales activities by preparing quotations, assisting customers with product and service selections, and following up on customer requests. Used internal systems effectively to manage customer interactions and support processes.
Developed a landing page for a banking application and created responsive web interfaces and reusable layout components.
Worked with HTML, CSS, JavaScript, and ASP.NET MVC. Used Visual Studio Code, Git, and development tools during the two-month project.
Completed a three-month internship focused on web interface development and application-related development activities. Developed a banking application landing page and responsive user interface components.
Worked with HTML, CSS, JavaScript, and ASP.NET MVC. Used Visual Studio Code, Git, and related development tools to build and maintain project deliverables.
Installed and configured development tools, developed five data-filtering extensions, and implemented data search and filtering features. Created RDL and DOCX reports using Report Builder and delivered more than 10 reports.
Managed and resolved more than 250 support tickets for multiple companies through ServiceDesk, remote support, and on-call operations. Supported approximately 250 customers monthly, optimized response times, and achieved a 95% SLA compliance rate.
Technical Degree, Systems and Network Engineering
Technical degree program in systems and network engineering.
Certification, Cisco Networking Cybersecurity
Training in Cisco networking and cybersecurity.
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