IT Support Professional

I've been doing technical support for a few years now and honestly it's where I'm most comfortable. I help users fix their issues whether it's software, hardware, or connectivity problems. I'm used to handling tickets and making sure things get resolved without too much back and forth.

I'm pretty good at keeping things organized and making sure the process flows smoothly. I've helped set up SOPs and escalation steps before so the team knows what to do and things don't fall through the cracks.

General IT stuff is something I do on the daily — setting up accounts, installing software, fixing system issues, basic network stuff. I've worked both on-site and remote so I can adapt depending on the setup.

I've been using AI tools to help me work faster and smarter. Things like drafting replies, summarizing long threads, stuff like that. I pick up new tools pretty quickly so I'm always open to learning whatever the team is using.

I can troubleshoot most common network issues like no connection, slow speeds, IP conflicts, DNS problems. I've dealt with coordinating with ISPs too when the issue is on their end.

I know my way around Windows admin tasks — creating users, basic Group Policy stuff, running updates, and fixing common Windows issues. Still building on this one but I can handle the day to day stuff fine.

I've helped a lot of users with Outlook — setting it up, fixing sync issues, calendar problems, that kind of thing. Pretty comfortable with it especially in a helpdesk setting.

Experience assisting end users with Microsoft 365 applications, including Outlook and basic account-related troubleshooting, in a customer support environment. Currently expanding my skills by learning Microsoft 365 administration, including Microsoft Entra ID, user and license management, identity and access management, Exchange Online, Teams, SharePoint, OneDrive, and Microsoft 365 Admin Center through hands-on labs and self-study.

Familiar with ServiceNow ITSM concepts through self-study and research. Understands incident, request, and change management workflows, ticket lifecycle, prioritization, escalation, documentation, and knowledge base usage. Continuously learning IT service management best practices and how ServiceNow supports enterprise help desk operations.

Practical hands-on experience through a Windows Server home lab, including user and group management, OU organization, password resets, account unlocks, domain joins, Group Policy administration, and basic DNS/DHCP configuration.