Results-driven IT Service Desk Analyst with 10 years of combined experience providing remote technical support across MSP, healthcare, enterprise, and legal environments. Skilled in Microsoft 365, Azure AD (Entra ID), Active Directory, Intune, Citrix, VPN, MFA, Azure Virtual Desktop, and endpoint troubleshooting.
Experienced in handling Tier 1 and Tier 2 support, identity and access management, incident escalation, user onboarding, remote troubleshooting, and SLA-driven ticket management. Proven ability to support multiple client environments while delivering excellent customer service and end-to-end ticket ownership.
Strong background working with law firms, healthcare organizations, and managed service providers, supporting both technical and non-technical users in fast-paced environments. Adept at collaborating with infrastructure, cybersecurity, and operations teams to resolve complex technical issues efficiently.
Tools & Technologies:
Microsoft 365 • Entra ID (Azure AD) • Active Directory • Intune • Azure Virtual Desktop • Citrix • VPN • ServiceNow • Freshdesk • Cherwell • Outlook • Teams • Exchange Online • SharePoint • OneDrive • MFA • Windows 10/11 • Windows Server • Cisco AnyConnect • GlobalProtect • Zscaler • -----------cast
Currently pursuing Microsoft Azure Fundamentals (AZ-900).
Verified