Detail-oriented and customer-focused IT Support professional with strong experience in first-line technical support, hardware/software troubleshooting, and IT service management. Proficient in managing incidents and service requests using ITSM platforms such as ManageEngine and ServiceNow, with hands-on expertise in Active Directory, Microsoft Intune, and Microsoft 365 administration. Skilled in device provisioning, user onboarding, and lifecycle management, as well as network configuration and security, including TCP/IP, DNS, VPN setup, and firewall management. Able to apply ITIL-based methods, network monitoring tools like Wireshark, and security systems like Essential 8 and MITRE ATT&CK with ease. Provides exceptional end-user support and effective technical solutions by combining strong problem-solving abilities with remarkable communication and teamwork.
Certifications