L3 IT Support Engineer & Cloud Administrator

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Overview

Looking for full-time work (8 hours/day)

at $10.07/hour ($1,920.00/month)

Bachelors degree

Last Active

June 12th, 2026 (2 days ago)

Member Since

July 14th, 2025

Profile Description

I am an L3 IT Support Engineer and Cloud Administrator at Tarilon Technology Services, with more than seven years of experience delivering high-quality technical support across global environments. My background spans advanced troubleshooting and system analysis, and I am currently responsible for cloud administration, endpoint management, and maintaining secure IT environments for MSP clients.

Previously, at Endpoint Clinical, I served as a key technical resource for users of IRT (Interactive Response Technology) systems—handling complex operational issues through SQL investigation and deep system analysis.

My foundation was built at Wipro, where I progressed from IT Service Desk to Remote Desktop Support (L2) and ultimately became a Subject Matter Expert. These roles strengthened my ability to manage escalations, mentor teams, and resolve issues that require both technical depth and strong communication.

I’m driven by continuous learning, disciplined execution, and the commitment to help users and teams work more effectively. I am dedicated to delivering analytical, customer-centric solutions—particularly in environments that value secure, scalable cloud architecture and proactive technical leadership.
I am an IT Helpdesk and Technical Support Specialist with 9 years of experience providing frontline and SME-level support for hardware, software, and connectivity issues. I’ve worked in fast-paced support environments, assisting end users and clients while ensuring issues are resolved efficiently and clearly.
As a Subject Matter Expert (SME), I handle complex and escalated tickets, support PSA-based workflows, follow SLAs, and document solutions to improve resolution time and service quality. I collaborate with internal teams, assist with process improvements, and help ensure consistent support standards.
I am known for being reliable, detail-oriented, and patient, with strong communication skills and a customer-first approach. I adapt quickly to new systems and continuously work on improving my technical skills.

Top Skills

Customer Support » Technical Support

Experience: 5 - 10 years

I am an experienced Technical Support Specialist providing remote assistance to clients and users with day-to-day technical concerns. My background includes supporting hardware, software, and network-related issues, with a focus on delivering fast, friendly, and clear resolutions — even to non-technical users. I specialize in helping businesses maintain smooth operations by: • Troubleshooting desktop/laptop issues (Windows 10/11) • Providing remote support via tools like TeamViewer, RDP or other remote tools • Resolving email problems (Outlook, Gmail, Office 365) • Assisting with VPN, printer, and basic network issues • Performing password resets and account unlocks via Active Directory • Using ticketing platforms like ServiceNow to manage, resolve, and report on IT incidents • Generating basic reports for incident tracking and SLA compliance • Supporting users through chat, email, or helpdesk systems with excellent customer service

Office and Administration » Microsoft 365

Experience: Less than 6 months

Customer Support » Helpdesk Support

Experience: 2 - 5 years

I am a dedicated Helpdesk Support Specialist with hands-on experience in providing first-level technical support to end-users in a remote or office-based setup. I handle IT-related concerns efficiently, offering clear and timely solutions to ensure minimal downtime and maximum productivity. ⸻ ????‍???? Responsibilities: • Responded to support requests via ticketing systems (e.g. ServiceNow) • Provided basic to advanced troubleshooting for desktops, laptops, and mobile devices • Performed password resets, account unlocks, and login troubleshooting (via Active Directory) • Assisted with email setup and issues (Outlook, Gmail, Office 365) • Diagnosed basic network issues (Wi-Fi, Lan, VPN) and printer problems • Created and maintained documentation and internal knowledge base articles • Generated daily/weekly reports to track ticket volume and SLA performance (in ServiceNow) • Delivered support with a strong emphasis on customer service, professionalism, and clarity ⸻ ????️ Tools & Technologies: • ServiceNow, ServiceCloud (ticketing platforms) • Active Directory (basic user support) • TeamViewer, LogMeIn, RDP, Teams, Skype (remote tools) • Microsoft Office 365, Outlook, Windows 10/11 • Skype, Zoom, MS Teams, Discord (communication tools)

Other Skills

Cloud Services » Azure » Security - Azure Active Directory

Experience: 2 - 5 years

As part of my IT Service Desk role, I used Active Directory primarily for resolving user login issues. My responsibilities included: • Performing password resets and account unlocks • Assisting with user authentication errors • Verifying and updating basic account details • Coordinating with higher-level support for account provisioning and group access issues I consistently delivered fast, user-friendly support to employees experiencing access problems, ensuring minimal downtime and maintaining security protocols.

Systems Administration » Windows Administrator

Experience: Less than 6 months

Software » Databases » ServiceNow

Experience: 2 - 5 years

I have hands-on experience using ServiceNow as a core ticketing and ITSM platform. I used it daily for managing and resolving service desk tickets, tracking incidents, and ensuring timely resolution of technical issues. My responsibilities included: • Logging, updating, and resolving IT service tickets • Categorizing and prioritizing incidents based on SLA • Communicating with end users via ticket updates • Escalating issues to Tier 2/3 support when needed • Generating and customizing ServiceNow reports to analyze ticket trends, SLA compliance, and agent productivity