Technical Support Specialist

I provide frontline Tier 1 support for European users through ServiceDesk Plus and Microsoft Teams, resolving issues remotely across Windows and predominantly macOS devices. I document incidents and solutions in SharePoint and ServiceDesk knowledge resources and train new IT team members.

I handle Tier 2 operations including production-data backup management with LucidLink and Retrospect, WSUS updates for on-premises Windows Servers, and Hyper-V virtual machine support. I administer Microsoft 365, Entra ID, Intune, SharePoint, Autopilot, Active Directory, Group Policy, VPN/SASE services, Adobe administration, cloud hosting monitoring, onboarding, offboarding, and related IT systems.

I supported users with IT issues involving Microsoft Office 365 applications, including OneDrive, SharePoint, Outlook, Excel, and Teams, as well as basic network configurations across Windows, macOS, and Linux. I worked with Jira and Confluence to manage support requests and collaborate on solutions.

I installed, diagnosed, and repaired PCs, laptops, RAM, monitors, keyboards, printers, disk drives, and other office equipment. I also deployed Windows using WDS, supported Logitech Tap and Jabra conference equipment, managed VPN and remote-access tools, maintained assets in Snipe-IT and OCS Inventory, and coordinated warranty matters with external vendors.

I diagnosed and resolved hardware and software issues for teachers and staff and supported the rollout of new applications across the school. I provided day-to-day technical assistance and maintained reliable technology services for staff operations.

I developed operational tools using Google Apps Script, Google Sheets formulas, Excel, and Google Forms, including attendance tracking, leave requests, timekeeping, tardy logs, disciplinary reports, and nurse office logs. I also built a digital library solution using the SLiMS open-source platform.

I created and managed WordPress websites for Amazon affiliate marketing initiatives. My responsibilities included website setup, content-oriented site management, and ongoing technical maintenance.

I optimized WordPress websites for on-page and off-page SEO and worked with domains, web hosting, cPanel, and VPS server environments. I focused on improving website performance, search visibility, and operational reliability.

Bachelor of Science in Information Systems.