À propos
IT Support Specialist with 2+ years of experience delivering end-user technical support in fast-paced enterprise environments. Experienced in troubleshooting hardware, software, networking, and Microsoft 365 issues while providing remote and deskside support to ensure minimal business disruption. Skilled in ServiceNow ticket management, Active Directory administration, Windows device deployment, and endpoint management. Knowledge of AWS and Azure cloud services with a strong customer-focused approach, excellent problem-solving abilities, and experience working within ITIL-based service desk operations.
Compétences
- Active Directory
- DHCP
- DNS
- Git
- GitHub
- Incident Management
- Java
- JavaScript
- Linux
- Microsoft 365
- Microsoft Azure
- NAT
- OneDrive
- OSPF
- Python
- API REST
- SharePoint
- SQL
- TCP/IP
- Teams
- Technical Documentation
- VirtualBox
- VLANs
- Wireshark
Expérience
IT Support Specialist
IT Pros
mars 2024 to Aujourd’hui
• Provided Level 1 & Level 2 technical support to over 250+ end users through phone, email, chat, and remote support, consistently meeting established SLA targets. • Resolved hardware, software, printer, VPN, Microsoft 365, and Windows-related issues using ServiceNow, achieving a 90%+ first-contact resolution rate for common service requests. • Installed, configured, and deployed Windows laptops and desktops while managing user accounts, permissions, and group policies through Active Directory, Microsoft Intune, and SCCM. • Diagnosed and resolved networking issues involving TCP/IP, DNS, DHCP, VPN connectivity, Wi-Fi, and RDP, reducing recurring connectivity incidents through proactive troubleshooting. • Supported Microsoft Teams, SharePoint, OneDrive, and Exchange Online by resolving user access, synchronization, licensing, and collaboration issues for internal employees. • Assisted with workstation provisioning, device imaging, software installations, hardware replacements, and onboarding/offboarding activities while maintaining accurate asset inventory records. • Performed endpoint management tasks using Jamf and Kandji for Apple devices and provided cross-platform support for Windows and macOS environments. • Monitored cloud-hosted resources within AWS and Microsoft Azure, assisting senior administrators with basic VM management, user access requests, and infrastructure support activities. • Created and updated technical documentation, troubleshooting guides, and knowledge base articles that reduced repeated service desk requests and improved issue resolution efficiency. • Collaborated with infrastructure, networking, and security teams to escalate complex incidents, perform root cause analysis, and ensure timely restoration of IT services.
Formation
Conestoga College
PGD, Big Data Solution Architecture
2024 to 2025
Conestoga College
PGD, Computer Applications Development
2024 to 2024
Silver Oak University
B.E, Information Technology
2015 to 2019