IT Assistant

In my technical support roles, I’ve handled both Level 1 and Level 2 responsibilities across enterprise environments. At the L1 level, I served as the first point of contact for end users, providing prompt assistance through ticketing systems and remote desktop tools. I resolved common issues such as password resets, VPN connectivity, email access, and basic software installations, while ensuring accurate ticket documentation and escalation when needed. My approach emphasized clear communication, user satisfaction, and adherence to standard operating procedures. As I transitioned into L2 support, I took on more complex, system-level challenges involving Active Directory, Exchange Online, and hybrid infrastructure setups. I performed root cause analysis for login failures, GPO misconfigurations, and email routing issues, often collaborating with infrastructure and engineering teams to resolve deeper network or server anomalies.

I have hands-on experience migrating virtual machines from Hyper-V to AWS EC2. This includes assessing VM configurations, exporting VHDs, and converting them for compatibility with EC2 using tools like AWS VM Import/Export. I’ve managed instance provisioning, storage mapping, and network setup to ensure seamless deployment in the cloud. My work involved validating system performance post-migration, optimizing EC2 instance types, and aligning the environment with hybrid infrastructure standards.

I have hands-on experience managing Linux systems, including installing, configuring, and maintaining servers in both physical and virtual environments. I’ve worked with distributions like Ubuntu, CentOS, and Red Hat to manage user accounts, permissions, system updates, and basic network troubleshooting. I’ve also written shell scripts to automate routine tasks and improve system efficiency. My work focuses on stability, performance, and supporting hybrid infrastructure setups.

I have experience in office and administrative work, including organizing files, preparing documents, scheduling meetings, and supporting daily operations. I’m familiar with Microsoft Office tools and can handle tasks like data entry, email coordination, and basic reporting. I work well with teams and make sure things run smoothly and on time.

I have experience managing and supporting Microsoft 365 services, including Exchange Online, SharePoint, OneDrive, and Teams. I’ve handled user account provisioning, license assignments, mailbox configurations, and troubleshooting email flow issues. I’m familiar with the M365 admin center and use PowerShell to automate tasks like bulk user updates and reporting. My work focuses on ensuring smooth collaboration, secure access, and reliable service performance across the organization.