IT Support Engineer L1/2/3 | MSP | Service Delivery Coord.

Experienced in providing comprehensive technical support for both hardware and software issues across diverse environments. Skilled in remote troubleshooting and diagnostics using tools such as NinjaOne, LogMeIn, and Zoho Unattended Access. I efficiently resolve user issues, perform system maintenance, deploy updates, and monitor endpoints remotely with minimal downtime. With strong problem-solving skills and attention to detail, I ensure timely resolution of technical concerns while maintaining excellent communication with end users. I’m also proficient in documenting solutions and collaborating with other IT teams to prevent recurring issues. Known for delivering reliable, secure, and user-friendly remote support experiences.

Skilled in Azure Active Directory (AAD) administration, including user account creation and deactivation, domain management, and access control configuration. I manage group assignments, role-based access, and security settings to ensure proper user permissions and compliance with organizational policies. Known for my responsive support, clear communication, and ability to maintain secure and stable IT environments across both local and cloud-based infrastructures.

With over 5 years of experience in IT helpdesk support, I have developed a strong ability to provide fast, efficient, and customer-focused technical assistance using platforms like Zoho Desk, Zendesk, and Halo. I have successfully led a 10-member support team, taking on responsibilities such as ticket management oversight, workload distribution, performance monitoring, and ensuring consistent SLA compliance. My role also involved mentoring team members, sharing best practices, and conducting knowledge transfer sessions to maintain a high standard of service delivery. I am experienced in handling escalations, documenting resolutions, and driving improvements in helpdesk operations through collaboration and process optimization. Known for my leadership, technical expertise, and commitment to end-user satisfaction.

I’ve had the opportunity to work in diverse teams, handle high-pressure situations, and engage with demanding clients—where close collaboration and adaptability were essential. My academic background complements my practical experience, allowing me to contribute effectively and add value from day one. I’m driven, goal-oriented, and have consistently received positive feedback from managers and supervisors as I’ve progressed in my roles. If given the opportunity, I will be a dedicated team member who consistently goes above and beyond expectations, embraces change with a positive attitude, and ensures your investment yields impactful results.

Working with Cybersecurity tools like Acronis, Sophos, and Fortinet.

I specialized in using remote access tools for efficient client support. Excelling in remote troubleshooting, system monitoring, and deployment specializing in Remote Monitoring Management in using Microsoft Office 365 tools such as Microsoft Azure, Exchange Management, Endpoint Management, other Office 365 Applications, Patch Management, Security Systems, VPNs, Telephony, and a lot more.

Experienced in configuring, managing, and troubleshooting network security solutions using SonicWall and Fortinet firewalls. Skilled in setting up VPNs, implementing firewall rules and policies, intrusion prevention systems (IPS), and traffic monitoring. Proficient in maintaining secure network environments, managing threat detection and mitigation, and ensuring compliance with security best practices. Able to analyze security logs, perform risk assessments, and respond to network vulnerabilities effectively.

Video editing has been a hobby of mine since my university days, and I’ve primarily used Adobe After Effects as my go-to editing tool for animation.

Photo editing has been a hobby of mine since my university days, and I’ve primarily used Adobe Photoshop as my go-to editing tool.

Video editing has been a hobby of mine since my university days, and I’ve primarily used Adobe Premiere Pro as my go-to editing tool.

I specialized in using remote access tools for efficient client support. Excelling in remote troubleshooting, system monitoring, and deployment specializing in Remote Monitoring Management in using Microsoft Office 365 tools such as Microsoft Azure, Exchange Management, Endpoint Management, other Office 365 Applications, Patch Management, Security Systems, VPNs, Telephony, and a lot more.