Technical Support Specialist with expertise in remote and onsite IT support, Microsoft 365 administration, Active Directory, Microsoft Entra ID, Windows environments, networking, and system administration. Skilled in diagnosing and resolving hardware, software, and network issues while managing user accounts, cloud services, and endpoint devices to ensure secure, reliable, and efficient IT operations.

Experienced in providing technical support through email, chat, phone, and remote access tools, delivering timely resolutions and exceptional customer service. Proficient in Microsoft 365, Exchange Online, Teams, SharePoint, OneDrive, Networking, VPN, remote support tools, ticketing systems, and ITIL-based incident management.

Passionate about troubleshooting complex technical issues, optimizing IT processes, and implementing solutions that improve system performance, security, and user productivity. Committed to delivering proactive, customer-focused support and contributing to efficient, reliable IT environments.

I am Joel Christopher M. Hernandez, a 41-year-old Computer Engineering graduate from Lipa City, Batangas, Philippines, and a dedicated father of two. Combining my technical degree with formal Virtual Assistant training in Data Entry, Social Media Management, and Online Bookkeeping, I bring a structured, highly analytical, and reliable approach to remote support. With over ten years of technical background, including eight years as an IT Helpdesk Associate and two years handling internet technical support. I excel at troubleshooting, fast learning, and maintaining high accuracy under pressure. I also have hands-on marketing experience as a Social Media Manager for a ready-to-wear (RTW) clothing business, giving me a unique mix of technical precision and creative business sense.

As a versatile assistant, I offer complete operational support to help streamline your daily tasks. My data entry skills cover accurate data processing, web research, spreadsheet management (Excel/Google Sheets), and clean database maintenance. For social media management, I specialize in content creation, post scheduling, graphic design using Canva, page moderation, and basic audience engagement. On the financial side, I handle online bookkeeping tasks such as managing accounts payable/receivable, basic reconciliation, invoicing, and keeping records organized using tools like QuickBooksand Xero.

My goal is to leverage my tech background and specialized skills to keep your business organized, visible, and profitable. Let’s connect today to discuss how I can add immediate value to your team!

I am an experienced IT Support Engineer with over 7 years of experience providing technical support to more than 3,000 end users in a corporate environment.
My expertise includes Microsoft 365 administration, Active Directory, Azure Entra ID, Windows troubleshooting, hardware and software support, printer and network troubleshooting, ServiceNow ticket management, and remote desktop support.
I also build business process automations using Microsoft Power Automate, SharePoint, Microsoft Forms, and Power Platform to improve operational efficiency.
I am passionate about solving technical issues, delivering excellent customer service, and ensuring users can work efficiently. I am dependable, detail-oriented, and able to work independently in a remote environment.
I am looking for long-term opportunities where I can contribute my IT support expertise while continuously learning new technologies.

IT Support and Microsoft 365 professional with 4+ years of experience across enterprise service desk and managed services environments. I currently work as a Workspace Analyst in an MSP environment, supporting multiple client Microsoft 365 tenants and handling technical issues involving identity, email, collaboration, licensing, security, and user access.
My strongest areas include Microsoft 365 Administration, Entra ID, Exchange Online, Microsoft Teams, MFA, user lifecycle management, shared mailboxes, licensing, and technical troubleshooting. I also have experience supporting Windows environments, Active Directory, VPN connectivity, Microsoft 365 applications, and remote end users.
I am comfortable owning tickets from investigation through resolution, communicating with US-based clients, documenting technical findings, coordinating escalations, and working independently in a remote environment.
Core Competencies
- Microsoft 365 Administration: Microsoft 365 Admin Center, Entra ID, Exchange Online, Microsoft Teams, SharePoint, OneDrive, and Microsoft Purview
- Identity & Access Management: User provisioning, MFA reset and re-registration, Security Defaults, Conditional Access review, Global Administrator audits, sign-in and access troubleshooting
- Exchange & Messaging: Shared mailboxes, mailbox permissions, aliases, forwarding, distribution lists, message trace, mailbox rules, and quarantine review
- User Lifecycle Management: Onboarding, offboarding, license assignment/removal, account access, sign-in blocking, group membership, and mailbox administration
- Technical Support: L1/L2 troubleshooting for Windows, Microsoft 365 applications, account access, VPN, software, connectivity, and remote user issues
- MSP & IT Operations: Multi-client tenant support, incident ownership, escalation handling, SLA follow-up, technical documentation, and operational reporting
- Tools: Autotask PSA, ServiceNow, ITGlue, Pax8, Neo, Datto RMM, Zoho, Microsoft 365 Admin Center, Entra ID, Exchange Admin Center, Excel, and remote support tools
- Security & Audit: MFA audits, Global Administrator reviews, Security Defaults, Conditional Access review, Microsoft 365 security findings, and access validation
- Documentation: Work notes, resolution notes, knowledge base articles, audit reports, technical procedures, and client-facing communication
- AI & Automation Familiarity: Generative AI, prompt engineering, technical research, documentation, reporting, workflow improvement, and PowerShell exposure
During my previous role at Accenture, I supported enterprise users through phone, chat, and remote support, resolving hardware, software, account, VPN, Microsoft 365, and connectivity issues while working within structured SLA and escalation processes.
I hold a Bachelor of Science in Information Technology and have experience working with international and US-based teams. I am comfortable working remotely and can support US, AU, or EU time zones.

General Virtual Assistant, Lead Generation Specialist, Administrative Support, Social Media Manager

As an IT Specialist with 8 years of experience, I excel at providing remote technical support, managing IT infrastructure, and ensuring seamless system operations. I am actively seeking a part-time remote opportunity where I can leverage my problem-solving skills and technical proficiency to contribute to a forward-thinking team.

I’m an IT Support Specialist with experience in troubleshooting hardware, software, and network issues across Windows and macOS systems. I specialize in Microsoft 365 administration, Active Directory user management, and remote technical support.

I’ve supported global clients, handling tickets efficiently while meeting SLA targets. I’m also experienced in VPN troubleshooting, basic Microsoft Azure, and VMware environments.

Reliable, detail-oriented, and client-focused, I deliver fast and effective IT solutions to keep systems running smoothly.

Hi, I'm Joan — an IT Support Specialist with close to 4 years of experience in enterprise IT environments, currently a Software/App/Cloud Tech Support Associate at Accenture, supporting a Microsoft account.

I specialize in:

- Incident Management & Ticket Resolution
- SaaS & Cloud Support
- Active Directory Administration
- ServiceNow Dashboard Management
- Service Desk Escalations & Team Coordination

Beyond day-to-day support, I also serve as Main POC and assistant to my team lead — handling escalations, tracking team attendance and productivity, preparing scorecards, and managing our ServiceNow dashboard. This has given me hands-on experience in both the technical and people-management sides of a support team.

I hold a Bachelor of Science in Office Administration from STI College, and I've continued building my technical foundation through certifications including AWS Certified Developer - Associate, Microsoft Certified: Azure AI Fundamentals, and IBM SkillsBuild — strengthening my ability to support cloud-native architecture and data-driven solutions.

I'm motivated to combine my technical expertise with clear, empathetic communication to deliver effective solutions and enhance client satisfaction. I'm open to opportunities where I can bring both my technical support experience and my background in team coordination and support.

I am an experienced Infrastructure Engineer with over 3 years of hands-on work in enterprise IT and MSP environments. My expertise covers Windows Server administration, VMware virtualization, Active Directory, Microsoft 365, and endpoint security. I have a proven track record of maintaining 98%+ SLA compliance, reducing downtime, and strengthening infrastructure reliability through proactive monitoring, patch management, and incident resolution.
I am highly skilled in networking (Cisco, Fortinet, VPN, VLAN), cloud services (Azure AD, Intune, SCCM), and data protection (Veeam, SQL backup & restore, disaster recovery testing). I excel at troubleshooting complex issues, streamlining workflows, and collaborating with cross-functional teams to deliver consistent results.
Employers value my adaptability, reliability, and strong communication skills. Whether supporting end users, managing infrastructure, or implementing security policies, I bring a professional, solutions-driven approach that ensures business continuity and efficiency.

Creative and detail-oriented Funnel Builder skilled in creating high-converting sales funnels, landing pages, advertorials, and product offer pages for e-commerce and direct-response brands. Experienced in conversion-focused design, mobile-responsive layouts, upsell optimization, and improving customer journey performance.