Senior IT Support Engineer

Provided first-line IT support in a managed service provider environment, resolving password, email, printer, virus, desktop, and general end-user technical issues. Delivered remote assistance, maintained customer-facing service standards, and escalated complex issues when needed.

Used ticketing systems, RMM tools, and IT documentation platforms to track and document support work. Supported onboarding and offboarding, equipment shipping and setup, LAN/WAN/wireless troubleshooting, Windows and macOS configuration, and Microsoft 365 migration projects including tenant-to-tenant and Google Workspace migrations.

Provided technical support for Microsoft 365, Google Workspace, SharePoint, Exchange, and Intune environments. Administered Mimecast email security services for filtering, archiving, and threat protection.

Supported VPN and identity-access environments using GlobalProtect, Cisco AnyConnect, Pulse Secure, Zscaler, LastPass, and Duo. Monitored systems through RMM platforms, maintained Hudu documentation, and managed support requests through Zendesk, Freshservice, Jitbit, and Jira.

Delivered senior-level remote IT support and collaborated with cross-functional teams to resolve complex technical issues. Administered Active Directory and Microsoft 365 services while handling Jira and Freshservice ticket queues.

Managed Intune, Horizon Backup, and Horizon Admin environments, responded to incidents through PagerDuty, and maintained VPN solutions. Used TeamViewer to provide remote troubleshooting and end-user assistance.

Delivered IT helpdesk support in a high-volume environment, diagnosing and resolving end-user hardware and software issues. Used Jitbit to manage support tickets and track issue resolution.

Conducted end-user training, maintained system documentation and databases, and provided remote support through AnyDesk. Focused on clear communication and efficient technical issue resolution.

Responded to IT incidents and outages while working to minimize operational downtime. Documented and tracked support requests in ServiceNow and performed hardware and software troubleshooting.

Provided LMI and remote support using TeamViewer, AnyDesk, ScreenMeet, Microsoft Teams, and Zoom. Collaborated with L2 support teams on escalations and delivered troubleshooting guidance and user training.

Provided Tier 2 technical and customer support for billing inquiries, service setup, account discrepancies, and customer concerns. Explained billing statements and charges clearly to support customer understanding.

Collaborated with internal teams to resolve issues and identify suitable solutions. Recognized upsell and cross-sell opportunities while maintaining a customer-focused service approach.

Completed TESDA Java Programming training covering programming fundamentals, object-oriented programming, database connectivity, debugging, testing, exception handling, and Java application development.