Over 10 years of experience in systems analysis, network operations, technical support, and customer service across enterprise and SMB environments, including Microsoft Azure and hybrid infrastructures.
Monitored and managed infrastructure using RMM tools (Atera and NinjaOne), ensuring high availability, performance, and detailed incident and resolution documentation.
Provided remote technical support using AnyDesk, TeamViewer, and ScreenConnect to troubleshoot and resolve end-user and system issues efficiently.
Implemented and maintained IT/OT security and compliance, performing log analysis, intrusion detection, and endpoint protection using CrowdStrike.
Maintained and updated operating systems, software, and firmware in alignment with manufacturer standards and security best practices.
Supported Microsoft 365 and Azure, including Exchange Online user, mailbox, and service administration.
Utilized Power BI to analyze and present operational, software, and business performance data.
Delivered network and infrastructure support for MPLS, P2P, routers, Cradlepoint devices, VoIP, DSL, Wi-Fi, and ATM/network systems.
Coordinated cross-functional teams, managed escalations, and developed SOPs in SharePoint to support service lifecycles.
Recognized for delivering high-quality, customer-focused technical support while managing multiple client communications and recommending value-added services.
