IT Support Technician

• Jan 2022 - Present

IT Consultant

• Mar 2020 - Aug 2021

IT Consultant (March 2020 – August 2021)● Provided Tier 1-3 support for the end users and IT departments for multiple countries.● Team member of the 24-hour IT support team for issue escalations and outages.● Managed Azure/Active Directory Servers for users, groups, MFA, and policies.● Managed Microsoft Exchange hybrid environment for users, distribution groups, message tracing, contacts, shared mailboxes, and alias management.● Managed SFTP and SharePoint server for users, groups, and folder permissions.● Responsible for management of the ticketing system and created documentations for training.● Responsible for user setup and access permissions in AWS Workspaces.● Provided Support for Intune Server for users, mobile devices, and mobile applications.● Provided Support for Windows Enterprise applications: MSOffice applications, OneDrive, SharePoint, and Teams.● Provided Support for Security Applications for Web Browsing, File Systems, Antivirus and VPN.● Provided remote and on-site support for computer setup and application deployments.

IT Help Desk Systems and Network Support

• Mar 2019 - Mar 2020

● Provided Tier 1-2 support for 30 SOHO companies with 300 users in total● Managed Active Directory and workgroup environments for users, groups, and policies.● Managed File Servers for file sharing/backup using Synology, Qnap, Acronis, and Freenas softwares● Managed Sophos/Sonicwall/Cisco firewall hardwares and softwares to setup dhcp, firewall rules, VPN, users, backend authentication, 2fa, and QoS for VoIP● Managed 3cx/Mitel PBX servers to provision ip phones, users, voicemails, inbound/outbound DIDs, and trunks● Managed Exchange hybrid and hosted email servers to setup users, groups, distribution lists, contacts, spam filters and email backups.● Managed ESXi servers for virtual machines and data stores● Provided on-site support to setup workstations, upgrades, access points, and switches● Performed software upgrades and backup for accounting and billing applications● Performed scheduled security audits to client's public IP addresses using Rapid7 Nexpose

IT Network & Desktop Support

• May 2018 - Feb 2019

● Provided Tier 1-2 support to end users ● Setup workstations or VMs and installed software ● Collaborated with TAC support for issue escalation ● Provided support for VoIP and call center recording/screen capture application● Managed Cisco Unified Communications Manager, Unity Connection, and Call Center Express● Managed Windows Server 2008, 2012 Active Directory Domain, DNS and DHCP services● Managed vCenter and ESXi server’s virtualization features● Configured Linux/Windows Servers for file sharing features and backup purposes● Configured Linux Virtual Machines to join the Active Directory domain for user authentication● Configured and managed Cisco/HP PoE switches for the production environment● Configured and managed Windows IIS service for call center dashboard● Created PowerShell/Batch/Bash scripts to automate software installation