Microsoft Support Engineer

• Apr 2023 - Present

• Key member of a migration project • Tier 2 Technical Support • Azure Active Directory & Endpoint Manager (Intune) • Managing active and inactive computer object within Active Directory • Manage AutoPilot Windows Device baseline deployments • Script Deployments, Software Package Deployments, Endpoint Manager configuration. • Key member of a migration project • Tier 2 Technical Support • Azure Active Directory & Endpoint Manager (Intune) • Managing active and inactive computer object within Active Directory • Manage AutoPilot Windows Device baseline deployments • Script Deployments, Software Package Deployments, Endpoint Manager configuration.

1st Line IT Support Engineer

• Oct 2022 - Apr 2023

My experience as a 1st Line Support Engineer includes: •Acting as the first point of contact for all incoming emails and telephone calls. •Capturing and logging end-user requirements and incidents. •Working with a variety of Microsoft 365 products, including Exchange Online, OneDrive, SharePoint, and Teams, as well as knowledge of Microsoft Server products such as Hyper-V and Microsoft Exchange. •Supporting Apple products and managing Mosyle MDM. •Utilizing Azure Active Directory, Endpoint Manager, and Security and Compliance administrator skills to effectively manage and maintain networking equipment, backup management, reporting, and recovery. •Experience in Device Monitoring and Management using N-able RMM, administration of DNS, DHCP •Rollout 200+ users MFA with Powershell and Conditional access •Maintaining and creating documentation. I am skilled in several different technological areas, including PowerShell, Microsoft 365, Microsoft Azure, Freshdesk, RMM, troubleshooting, Windows 10, and networking. And I'm always looking to expand my knowledge and abilities. I am a pro-active problem-solver, and I constantly strive to provide superior customer service. Show less

1st Line IT Support Engineer/IT Field Engineer

• Oct 2021 - Oct 2022

As a 1st Line Support Engineer, I have excelled in my role as a liaison between internal staff and customers. I understand and record incidents, requests, and queries in a customer-centric and cost-effective manner. I perform IT Field Engineer roles by interacting with clients and supporting first-line onsite IT-related jobs. I coordinate with users through telephone and e-mail communication to deliver technical support and resolve ongoing problems, while also ensuring compliance with customer's Service Level Agreement. I have experience in facilitating teachers and students in solving on-site issues, providing support to school exams, including software updates/checks and room set-up, and maintaining cables and wiring of electrical equipment. I have also overseen and troubleshoot vDesk and Citrix Workspace, Aided company's functions requiring AV infrastructure on-site and remotely, conducted root cause analysis and applied corrective actions and solutions in conjunction with IT teams. I possess a wide range of technical skills such as Active Directory, Office 365, Domain Name System (DNS), Troubleshooting, Dynamic Host Configuration Protocol (DHCP), Acronis, Help Desk Support, Citrix Workspace, Ticketing Systems and Windows 10. I'm always eager to improve my knowledge and skills and I am a proactive problem solver with a strong focus on delivering excellent customer service. Show less

IT Technician Trainee - Intern

• Feb 2021 - Oct 2021

As an IT Technician Trainee, I gained hands-on experience while working remotely at MedsendX. During my internship, I gained a foundational understanding of DICOM servers and had the opportunity to work with various technologies including Remote Desktop, Livecare Support, Teamviewer, and Task Scheduler. Additionally, I was able to apply my knowledge and skills by managing tasks on Trello, and creating instances with AWS. During my 9 months tenure I gained experience on Picture Archiving and Communication System (PACS) and DICOM. Overall, it was an invaluable learning experience that provided me with the necessary skills and knowledge to excel in my future IT career. Show less

Shift Team Leader

• Sep 2019 - May 2021

Attended 40+ customers per day. Carried out front-line operational duties, including opening and closing tills, counting money, and managing paperwork. Served as in charge of team on shift. Collaborated with manager for multiple activities, such as order taking, task scheduling, and providing customer feedback. Liaised with nine team members in a busy environment with calmness. • Delivered top-notch customer service experience.• Met and exceeded assigned targets on monthly basis.

Barista

• Mar 2019 - Sep 2019