United States
Professional with 12 years in the IT area/Support Technician in USA. Supporting middle size IT companies as System Administrator and Network. Applying technical skills in diverse scenarios, assisting customers in English, Portuguese and Spanish with CompTIA Certification Networking +, and Microsoft Certificated System Associate - MCSA, Azure Fundamentals, AWS Practitioner, AWS Solution Architect Associate. With over four years of experience in IT support and network systems, I excel in delivering effective technical solutions and seamless user support. At Spiral Binding LLC, I ensured the efficient deployment and management of IT resources, including laptops and VPNs, while maintaining a focus on user satisfaction. My mission is to foster collaboration and innovation by leveraging technical expertise to resolve issues and enhance operational efficiency. Known for being detail-oriented and solution-driven, I aim to contribute to organizations that value strong teamwork and technical proficiency. At Spiral Binding LLC, I handled technical support through a ticketing system, deploying laptops, managing browser-based applications, and ensuring VPN connectivity. Collaborating closely with team members using Microsoft Teams and shared cloud files, I supported smooth operations and effective issue resolution. These experiences have made me adept at system administration, desktop support, and leveraging tools like the Ninja 1 ticketing system to streamline processes and improve user outcomes.
Supported hardware, software, networking, and account issues.
Technical Support & Deployment: Handles user issues through a ticketing system for prompt and effective support. Prepares and deploys new laptops, ships them to users, and verifies proper functionality, installing additional software or VPNs as required. Manages browser-based applications and tests VPNs for seamless connectivity. Ticketing & Collaboration: Maintains records in the Ninja 1 ticketing system while providing additional details on specific issues when needed. Communicates with team members through Microsoft Teams and utilizes shared cloud files for easy access to information while working with one team member and manager for smooth operations. User Support Management: Supports users with laptops, software updates, installations, and troubleshooting while resetting passwords for email, user accounts, Windows, and various platforms. Moreover, manages and maintains control of user accounts to ensure secure and seamless access. Hardware Support: Performs hardware repairs on printers and computers while resolving issues with Teams, licensing, and email systems across different versions. Escalates complex problems to senior management to maintain operational efficiency and implement company-wide solutions. System Administration: Oversees system administration tasks, including resetting passwords and granting user permissions for specific sites or applications for secure access and smooth functionality across systems. Microsoft 365 Support: Provides help desk support for Microsoft 365 Online, addressing user requirements and resolving issues. Delivers local network support for the office and manages responsibilities independently while addressing any emerging concerns.
Supported 200+ office and remote users.
Provided technical team support and responsible for the deployment of VOIP phone systems for the organization. Aided and supported team’s system usage during deployment. Front-end and back-end support both in-office and on-site for full scope upkeep. Network configuration of Avaya CU360 and resolved system issues.
Supported IT rollout projects, training, and documentation.