IT Support & Service Desk Specialist

Accomplished IT professional with over 9 years' experience spanning technical support, infrastructure administration, service desk operations and project delivery.

Proven track record supporting business-critical systems, resolving complex technical issues and delivering high levels of customer service within SLA-driven environments.

Key Experience:

1. Over 4 years' experience providing Tier 2 technical support and escalation management.
2. Extensive knowledge of Microsoft 365, Azure AD, Active Directory, Exchange, SharePoint, VPN connectivity and MFA/2FA solutions.
3. Experienced in ticket management, incident resolution and service request handling within KPI and SLA-driven environments.
4. Skilled in desktop, laptop, mobile device and infrastructure support across Windows, macOS, iOS and Android platforms.
5. Strong background in hardware deployment, software installation, upgrades, backups and lifecycle management.
6. Experience supporting DNS, MX records, SPF, DKIM and DMARC configuration and management.
7. Delivered support for network, telephony, desktop and infrastructure deployments.
8. Knowledge of server administration, cloud-based environments and software implementation projects.
9. Experienced in technical documentation, user guides and process improvement initiatives.
10. Strong troubleshooting, problem-solving and stakeholder communication skills.

Key Achievements:

1. Successfully supported and resolved complex escalated technical issues across diverse client environments.
2. Contributed to the successful deployment of business-critical software solutions across physical and cloud-based infrastructures.
3. Led software testing, implementation and rollout activities to ensure smooth user adoption.
4. Improved operational efficiency through hardware refresh programmes, software deployments and process enhancements.
5. Conducted network and user activity audits to identify and resolve security and system issues.
6. Developed and introduced new procedures that enhanced service delivery and customer experience.
7. Managed large client portfolios while maintaining high levels of service and relationship management.
8. Consistently delivered support in fast-paced, target-driven environments while meeting service level commitments.