IT Service Desk Engineer | L1–L2 Helpdesk | Microsoft 365 | Active Directory | VPN & Network Troubleshooting | 6+ Years Experience

IT Service Desk Engineer | 6+ Years Experience | L1–L2 Remote Support Specialist

I am an experienced IT Service Desk Engineer with over 6 years of hands-on experience supporting global users in MSP and BPO environments. I specialize in delivering fast, reliable, and well-documented technical support across Microsoft 365, Active Directory, and enterprise ticketing systems.

My core expertise includes incident management, user support, and troubleshooting across Windows, macOS, VPNs, and basic networking (DNS, DHCP, TCP/IP). I have strong experience working with tools such as ServiceNow and Jira, handling high-volume ticket queues while maintaining SLA compliance and quality resolution.

I am also comfortable working in cloud and remote environments, including AWS-based systems, virtual desktops, and remote support tools such as RDP, Splashtop, and JAMF.

I am known for:

Clear and professional communication with end users
Fast and accurate troubleshooting under pressure
Strong documentation and knowledge base contributions
Consistent first-contact resolution improvement

I operate with a fully equipped remote setup and stable internet, ensuring dependable performance for any time zone. I am seeking a long-term remote role where I can contribute to a growing IT support team and continue advancing within MSP operations.