Experience

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  Nova networks

  Mar 2022 - Oct 2023

  Service desk analyst

   Primary contact for answering, evaluating, and prioritizing Service Desk request for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies. Full management of onboarding/ off boarding users. Microsoft 365 – SharePoint-OneDrive/ Azure. Active Directory Management (AD): Users, Groups, Resource Permissions. Managing access for third party resources: Adobe Cloud, CRM, Phone System. Install, configure, and diagnose client workstation and equipment (Hardware and Software) Document and communicate knowledge with the reset of the team to improve service levels, by developing and maintaining “how-to” procedures and knowledgebase articles. Go on site to support customers or projects that can’t be performed remotely as well as maintenance routines. Verify and diagnose servers, networks hardware, and other infrastructure issue with the help of system administrators. Collaborate with engineers to handle and address problems that need to be escalated. Participate in special project as require. Show less

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  Convergence networks

  Oct 2023 - Jul 2024

  Service desk analyst

   Oversee migrations, manage Exchange environments, and ensure effective backup solutions using AvePoint. Administer SharePoint, OneDrive, and Azure services. Implement and manage Fortinet FortiClient on the EMS/DMZ platform to provide comprehensive endpoint protection. Configure and maintain spam filters, header analyzers, and Fortimail for email security. Administer Office 365 spam filters to safeguard against threats. Administer user accounts, groups, and resource permissions to ensure secure and efficient access control. Manage backup processes using VEEAM Server and Secure Sync Interface to ensure data integrity and recovery. Oversee access management for external resources including Adobe Cloud, CRM systems, intranet, and phone systems. Coordinate with internal teams, management, IT staff, and third-party server support to resolve issues and improve system performance. Update and maintain inventory records through the IT Asset management system to track and manage IT resources. Install, manage, and configure Windows Operating Systems (Windows 10 and 11), as well as computers and peripherals on the network. Monitor daily tasks using monitoring software and provide technical support to employees and management, addressing issues on an emergency basis when required. Manage the full lifecycle of user accounts, including onboarding and offboarding processes, user configurations, and IT resource deployment. Show less

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  F12.net

  Jul 2024 - now

  System analyst

   Address and resolve diverse technical issues such as password resets, printer setups, server navigation, program installations, and user management, providing support both in person and remotely. Administer user accounts, groups, and resource permissions to ensure secure and efficient access control. Work closely with clients to understand their specific needs and preferences, enhancing relationships by offering tailored solutions and efficiently managing multiple requests simultaneously. Handle phone inquiries with speed and tact, delivering empathetic, clear, and precise communication, particularly in high-pressure situations. Offer relevant and practical solutions through both verbal and written responses. Utilize Blackpoint alerts to monitor user activity, swiftly identifying and addressing potential security threats. Investigate phishing and malicious emails to protect client networks and safeguard sensitive information. Update and maintain shared resources and wikis, such as IT Glue and SharePoint, ensuring that team members have access to the most current information and best practices. Show less