I am an experienced IT Support professional with over 8 years of experience in technical support, service desk operations, and Managed Service Provider (MSP) environments. I have a proven track record of delivering exceptional technical support, resolving complex IT issues, and providing excellent customer service to end users and business clients.
I started my career in 2017 as a Technical Support Representative for a web hosting company, where I provided technical assistance for web hosting, email, DNS, domain, and website-related issues while ensuring a positive customer experience.
I later advanced to a Service Desk role and was promoted to Service Desk Mentor, where I coached and supported new tea-----------mbers, monitored performance, maintained service quality, and contributed to improving team productivity and customer satisfaction.
After gaining extensive service desk experience, I joined an MSP as an IT Administrator, providing first-line technical support to business clients. My responsibilities included troubleshooting Windows desktops, Microsoft 365, Active Directory, user accounts, printers, hardware, software, and network connectivity issues, managing incidents through a ticketing system, and escalating complex cases when appropriate.
In April 2026, I joined another MSP as an L1 Support Engineer, where I expanded my expertise in Microsoft 365 administration, Active Directory and Microsoft Entra ID, user provisioning and deprovisioning, endpoint administration, remote support, basic network administration, and cybersecurity email reviews for Business Email Compromise (BEC) and phishing investigations.
**Technical Skills**
* Microsoft 365 Administration
* Active Directory & Microsoft Entra ID
* Windows Desktop Support
* Remote Troubleshooting
* Basic Networking (TCP/IP, DNS, DHCP, VPN)
* User & Device Administration
* Hardware and Software Troubleshooting
* Ticketing Systems & PSA Tools
* Cybersecurity Email Reviews (BEC & Phishing Analysis)
* IT Documentation
* Customer Service & Technical Communication
I am a dependable, detail-oriented IT professional who enjoys solving technical challenges and delivering outstanding customer support. I am committed to continuous learning and staying current with modern IT and cybersecurity practices. I am seeking long-term opportunities where I can contribute my technical expertise, strong work ethic, and passion for helping organizations maintain secure and reliable IT environments.
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