I'm an IT Service Desk professional with over 10 years of experience in technical support and customer service, including the last 5 years providing IT support for enterprise users across the US and Canada.
I specialize in diagnosing and resolving hardware, software, network, VPN, Microsoft 365, Active Directory, email, printer, and account-related issues through phone, chat, and remote support. I have extensive experience handling incidents, documenting resolutions, managing service requests, and ensuring SLA compliance while delivering excellent customer service in a fast-paced environment.
Throughout my career, I've worked closely with end users to troubleshoot technical issues, perform user account administration, password resets, access provisioning, software installation, and basic network troubleshooting. I'm experienced in ticket management, root cause analysis, knowledge base documentation, and collaborating with internal teams to resolve complex technical problems efficiently.
My background in customer service and escalation management has strengthened my communication, problem-solving, and conflict resolution skills, allowing me to explain technical concepts clearly to non-technical users while maintaining a high level of customer satisfaction.
I am dependable, detail-oriented, and committed to continuous learning. I thrive in remote environments, adapt quickly to new technologies, and enjoy solving technical challenges that help users stay productive.
**Core Skills**
• IT Service Desk / Help Desk Support
• Technical Troubleshooting
• Windows 10 & Windows 11
• Microsoft 365 Administration
• Active Directory User Management
• VPN & Remote Desktop Support
• Hardware & Software Support
• User Account Administration
• Incident & Service Request Management
• Ticketing Systems
• SLA Management
• Remote Support
• Knowledge Base Documentation
• Customer Support & Escalation Resolution
• Excellent English Communication
I'm currently seeking a long-term remote IT Service Desk or Technical Support role where I can leverage my technical expertise, customer-focused approach, and commitment to delivering reliable IT support.
