Proactive and results-driven IT Support Specialist with 3+ years of experience delivering technical support, troubleshooting, and network operations in fast-paced environments. Skilled in providing end-user support, system administration, and remote desktop services while leveraging expertise in networking, firewall management, and SD-WAN technologies. Adept at working within MSP, enterprise, and cloud-based environments, ensuring high availability, security, and optimal performance of IT systems.
Key contributions include diagnosing and resolving Tier 1–3 i-----------, configuring and maintaining LAN/WAN, VLANs, VPNs, and MPLS, and implementing Fortinet, Cisco, and Azure-based solutions. Proven ability to collaborate with cross-functional teams, NOC operations, and vendors to resolve escalated issues, minimize downtime, and enhance IT service delivery. Recognized for strong problem-solving skills, customer service focus, and continuous improvement mindset.
Core Competencies & Technical Skills
IT Service Desk & Remote Support (Windows, macOS, Linux)
Active Directory, Office 365, Exchange Administration
Network Support: TCP/IP, DHCP, DNS, BGP, OSPF, VLAN, VRF
SD-WAN Implementation & Troubleshooting (Fortinet, Cisco Viptela, Meraki)
Firewall & Security: Fortigate, Cisco ASA, VPNs, IPSec, SSL
Virtualization & Cloud: VMware, Hyper-V, Azure, M365, Intune
Monitoring & Ticketing Systems: NOC Operations, ServiceNow, Jira, Zendesk
Endpoint Security & Patch Management
SLA Management & ITIL Processes
Excellent Communication, Documentation, and Customer Support
