Looking for dependable remote IT support? I’m an experienced IT specialist and team lead with 10+ years in Tier 2 support — providing fast, reliable solutions for SaaS platforms, POS systems, and MSP environments. I deliver consistent results, clear communication, and smooth day-to-day IT operations for global clients.
With over 10 years of experience in IT Support, I help businesses maintain smooth and reliable IT operations. I specialize in technical troubleshooting, remote assistance, and system administration for both on-premise and cloud environments.
I’m Microsoft Azure Certified (AZ-900) and experienced in supporting end users across global teams, ensuring minimal downtime and exceptional service quality.
I also work as a Team Lead, I oversee daily operations, mentor support engineers, and ensure SLA targets are consistently met. I also create monthly performance reports and provide insights to improve process efficiency and customer satisfaction.
???? Core Skills
Microsoft: Azure, M365 Admin Center, Active Directory, Exchange
ITSM & Collaboration Tools: JIRA, Salesforce, ServiceNow, Freshservice, CA SDM, Confluence
Remote Tools: Citrix, VMWare, Hyper-V, VNC, RDP, LogMeIn, ManageEngine
Support Areas: MSP, SaaS, POS (Point of Sale), EDI Mapping
Other Platforms: -----------cast, Zendesk, 8x8, Slack, Google Workspace, HubSpot
Channels: Phone • Email • Chat • Remote Session
????? What I Can Do for You
Lead support teams, delegate tasks, and maintain SLA compliance
Create monthly performance and i----------- reports for management or clients
Provide reliable Tier 1–2 technical support for desktops, laptops, servers, and peripherals
Troubleshoot POS systems (registers, scanners, pinpads, digital menu boards, etc.)
Manage and resolve tickets efficiently through ITSM tools
Develop SOPs and documentation to streamline IT operations
Analyze logs and trace API or integration issues
???? Achievements
Employee of the Month – for outstanding client feedback and service
Top Performer – Atos and Stefanini
Top Average Talk Time (ATT) Award – Recognized for quality and consistency
98% QA Score – Maintaining top-tier service quality
Handled 400+ global support requests monthly while meeting SLA targets
? Why Clients Hire Me
I combine technical expertise with dependable communication, so issues get fixed fast, users stay productive, and you can focus on your business instead of troubleshooting.
