Results-driven and reliable IT professional with 6 years of hands-on experience in Service Desk operations and over 1 year of specialized experience in Microsoft 365 administration. Proven ability to support diverse users, resolve i----------- efficiently, and manage cloud-based collaboration tools. Adept at troubleshooting technical issues across Windows, Office 365, and enterprise applications, with a track record of meeting SLAs, ensuring end-user satisfaction, and escalating high-impact issues appropriately.
Known for maintaining composure under pressure, communicating effectively across departments, and contributing to seamless IT operations. Excels in high-volume, fast-paced environments using a wide range of modern tools and platforms.
Core Competencies
Microsoft 365 Administration (Exchange Online, Teams, SharePoint)
Service Desk Support (Tier 1 & Tier 2)
I----------- & Request Management (ITIL-based)
Active Directory & Azure AD User Management
Ticket Escalation & SLA Monitoring
Technical Troubleshooting (Hardware/Software)
PowerShell Scripting for M365 Tasks
MFA Setup and Support
<8efe80624d780eba0c6493ec45140364>Email, Teams, Chat & Voicemail Support Channels
Client Communication & Documentation
Tools & Technologies Used
Service Desk Tools:
ITSM Platforms: ServiceNow, OracleNetsuite, RAVE
Remote Support: TeamViewer, LogMeIn, Microsoft Quick Assist, BeyondTrust
Ticketing Systems: ServiceNow, OracleNetsuite, RAVE
Microsoft 365 Administration:
Admin Centers: Microsoft 365 Admin Center, Exchange Admin Center, Teams Admin Center, Security & Compliance Center
Scripting: PowerShell (user management, license assignment, mailbox delegation)
<8efe80624d780eba0c6493ec45140364>Email Management: Shared mailboxes, distribution lists, transport rules, mailbox permissions
Teams: Creating and managing teams, policies, guest access
SharePoint Online: Site permissions, document libraries, access management
Azure AD: User provisioning, group memberships, conditional access
Security: MFA configuration, sign-in logs review, Secure Score monitoring
Compliance: Basic data retention, DLP policies, audit logs
Experience Overview
Provided frontline technical support to multiple users in a hybrid enterprise environment.
Resolved 25–30 i----------- daily, covering password resets, login issues, software/hardware troubleshooting, and M365 support.
Created and maintained documentation for common issues and best practices for M365 tools.
Escalated complex issues to infrastructure, security, or application teams following ITIL standards.
Ensured SLA adherence by tracking, prioritizing, and resolving high-impact i-----------.
Participated in onboarding/offboarding processes using AD and M365 tools.
