I am a natural-born tech enthusiast and troubleshooter at heart, with a passion for tackling technical challenges. The prospect of joining your team in this industry excites me, as it aligns perfectly with my skill sets and offers an opportunity for professional growth in a field I am deeply passionate about. Moreover, I see it as a way to contribute to a larger scale by assisting others and enhancing my understanding of this field.
My flexibility with work hours and my reputation as an enthusiastic team player make me a valuable asset. Here's a concise overview of my current skill set that I believe would be beneficial to your team:
NOC - VoIP
--Supported a range of customers, from small to enterprise-grade, across multiple states, providing VoIP solutions and premium support in both on-net and off-net environments.
--Proficient in resolving VoIP routing issues on various telephony circuits such as MPLS, T1, DIA, and Flex, employing troubleshooting and break-fix strategies.
--Skilled in tracing and isolating phone routing issues related to different VoIP protocols.
Expertise in investigating telephony blocking on LAN and WAN, including network devices, switches, routers, firewalls, and port-related issues, with capabilities in setting up NAT and port forwarding on routers like Dreytek, Cisco, and Meraki.
--Proficient in configuring SD-WAN, failover, WAN aggregation, and load balancing.
On-premise Infrastructure and Cloud Support
--Supported a range of accounts, spanning Basic, Mid-size, and Enterprise, with a focus on Microsoft O365 services, including activation, onboarding, email migration, and hybrid deployment planning.
--Assisted clients in Microsoft Office Pro Plus software installation and administration of Exchange Online, Teams, and SharePoint Online services.
--Provided break-fix support for service-related issues and supported MSP360 backup deployment.
--Proficient in AWS and Azure VM support.
--In my 13 years of experience within a dynamic and high-volume service desk environment, I honed my skills in providing exceptional support and assistance to users. My responsibilities encompassed a broad spectrum of IT functions, primarily focusing on:
Active Directory Management:
--Proficient in managing and maintaining Active Directory, including user account management, group policies, and security permissions.
Exchange Server Support:
--Skilled in supporting and troubleshooting Exchange Server, handling mailbox management, email routing, and resolving connectivity issues.
--Extensive experience in diagnosing and resolving application-related queries, troubleshooting software issues, and providing guidance on application usage and functionality.
Incident and Request Management:
--Demonstrated expertise in managing incidents and service requests, ensuring timely resolution and adherence to defined SLAs, which significantly contributed to a streamlined and efficient service desk operation.
Remote Assistance and Troubleshooting:
--Adept at utilizing remote assistance tools to diagnose and troubleshoot technical issues, providing step-by-step guidance to end-users for issue resolution.
Knowledge Base Creation and Maintenance:
--Developed and maintained a comprehensive knowledge base, documenting solutions for common issues and best practices. This resource facilitated quick and effective issue resolution, benefiting both the team and end-users.
Effective Communication and Customer Service:
--Cultivated strong communication and customer service skills, ensuring clear, concise, and empathetic interactions with users. This approach fostered a positive service desk experience and enhanced overall customer satisfaction.
Training and User Education:
--Conducted training sessions and provided user education on IT tools, applications, and security protocols, empowering users to make the most of available technologies while adhering to best practices.
My tenure in the service desk role has imbued me with adaptability, resilience, and a keen understanding of the critical role a service desk plays in maintaining operational efficiency and user satisfaction within an organization. I am eager to apply these skills and experiences in future endeavors, including contributing effectively within your esteemed organization.
Mobile Device Management
Microsoft Exchange Server