Skills
• Operating Systems: Windows 10/11, Windows Server (AD, GPO basics)
• Microsoft Technologies: Microsoft 365 (E3/E5), Exchange, SharePoint, Teams, OneDrive
• Directory Services: Active Directory user & computer management, password policies
• Networking: LAN/WAN, VLANs, TCP/IP, DHCP, DNS, Wi-Fi, Cisco Managed Switches
• Hardware Support: Desktops, laptops, printers, scanners, VoIP phones
• Email support – Google Workspace, Exchange, and PoP3/IMAP
• IT Service Delivery: Helpdesk support, ticket handling, incident escalation, root cause analysis
• Collaboration Tools: Microsoft Teams, Zoom, Google Meet
• Systems & Applications: ERP (Microsoft Dynamics NAV), Print Management (MyQ)
• Security & Infrastructure: CCTV systems, Endpoint protection, Biometrics, NVR backups
• Asset Management: IT inventory tracking, license management
• User Training: End-user training on Microsoft 365, SharePoint, and digital tools
About
Detail-oriented IT Technical Support Specialist with over 3+ years of experience providing first- and
second-level technical support in fast-paced enterprise environments. Strong expertise in Microsoft
365, Active Directory, Windows environments, networking, hardware support, endpoint, and
user training. Proven ability to diagnose technical issues, resolve incidents within SLA targets,
maintain IT asset records, and deliver high-quality customer-focused support. Masterful at ITSM
processes, escalating complex issues with detailed documentation, and collaborating with teams to
resolve incidents.
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