I am an experienced IT Service Desk Technician with over 5 years of combined expertise in IT support, technical troubleshooting, and customer service. My background includes working in multinational companies, where I served as the first point of contact for technical issues via phone, email, chat, and ticketing systems such as ServiceNow and Cherwell. I specialize in: Desktop support, remote troubleshooting, and software installation. Active Directory (account creation, modification, password resets, group management). Microsoft 365 Administration (Outlook, Teams, OneDrive, OneNote, SharePoint). Microsoft Intune & Azure AD (device management, BitLocker recovery, authentication methods). Exchange Admin Center (distribution lists, shared mailboxes, folder access). Network drive mapping for Folder Access and printer driver setup and Ticket management and SLA compliance. In addition to my technical skills, I have strong communication abilities, adaptability, and a commitment to excellence. My experience has also equipped me to train new users, handle escalations, and provide clear solutions that ensure minimal downtime. With a degree in Information Technology and hands-on experience supporting both enterprise-level environments and end-users, I am confident in my ability to contribute effectively to any IT team.
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