Office 365 Engineer & IT Support

• Nov 2022 - Present

IT Support - Helpdesk

• Feb 2022 - Nov 2022

● Excelent customer service and support, able to explain technical terms and solutions to non-techinal individuals, ability to find point resolutions of various issues; ● Fixing IT problems (incidents) according to the Standard Operating Procedures (SOP) and process trainings; ● Windows server/AD administration (user accounts, credentials management, group handling, etc...) ● Windows OS and Microsoft Office troubleshooting; ● Networking knowledge & troubleshooting + network related services (Cisco VPN, Zscaler) ● Providing end-user software troubleshooting and support to users via phone, email, tickets; ● Software deployment & management - Airwatch / VMware Workspace ONE; ● Technical assistance and support of numerous IT incidents using SNOW (Service Now) ticketing system; ● Entry level Azure AD management and monitoring (account/group management, licenses, devices, logs) ● Managing accounts and Multi-factor Authentications of multiple users using OKTA and IdentityNow platforms; ● Able to provide guidance and work leadership to less-experienced technicians. Show less

Internship IT - Sys Admin

• Nov 2021 - Dec 2021

The internship was focused around the official CompTIA ITF+ Guide where I've learned the fundamentals of IT, common troubleshooting practices (hardware, software, networking), security and infrastructure concepts. The internship was focused around the official CompTIA ITF+ Guide where I've learned the fundamentals of IT, common troubleshooting practices (hardware, software, networking), security and infrastructure concepts.

First Line Support - Customer Care Specialist

• Mar 2021 - Aug 2021

My main activity was to handle the customer requests and issues, ranging from technical difficulties to account fraud. Work that implied problem-solving with assistance and guidance in understanding by applying company policies and procedures. - Maintaining a positive, empathetic, and professional attitude toward customers at all times; - Resolve phone and email inquiries from customers regarding complex technical and account fraud problems by providing the right information; - Deliver solutions to the customer or pass the case to the relevant resolution department; - Other activities: tax refunds, card unlocking, description of the company's products & services to the customer. Show less

Technical Coordinator

• Jan 2019 - May 2019

I was responsible for the coordination of the educational after school project for the V-VIII grades students; - Basic programming - Scratch - Creating & programming Arduino robots; - Creation of 3D printing designs & objects. I was responsible for the coordination of the educational after school project for the V-VIII grades students; - Basic programming - Scratch - Creating & programming Arduino robots; - Creation of 3D printing designs & objects.