I'm an IT Help Desk Analyst with 4+ years of experience supporting enterprise and multi
client/multi-tenant environments troubleshooting Windows, macOS, mobile, and cloud application
issues while consistently hitting SLA and KPI targets. I've worked frontline service desks for a healthcare BPO (Wipro) and a behavioral health company (Carelon), handling everything from VPN/Wi-Fi issues to Active Directory account administration, password resets, and Microsoft 365 support. I document clearly, escalate the right issues to the right teams, and focus on reducing repeat tickets by building out knowledge base articles. Outside of work, I built my own Windows Server 2025 home lab configuring Active Directory, Group Policy, hybrid identity with Microsoft Entra Connect, Conditional Access/MFA, and Intune device enrollment from scratch. I do this because I actually enjoy understanding how these systems work end-to-end, not just following a script. I'm reliable, communicate well in English, and I'm comfortable working night shifts/US time zones for remote teams
Availability: Full-time, night shift/graveyard-friendly, remote-ready with reliable internet
