System Engineer and IT Technical Support Engineer

Over 6 years of hands-on experience providing Tier 1–2 Helpdesk support for global users across various industries. Resolved issues related to Windows, macOS, Office 365 apps, VPN, MFA, printers, remote desktop, network access, and email. Handled account provisioning via Active Directory and Azure AD, mailbox setups in Exchange, and permissions for network drives and SharePoint. Supported mobile devices, remote users, and performed software installations using RMM tools like ConnectWise, Kaseya, and Datto. Known for fast response times, thorough documentation, and excellent customer service—even during after-hours and high-pressure escalations.

Extensive experience in Active Directory administration, including user lifecycle management (onboarding/offboarding), password resets, account unlocks, and group membership updates. Managed OUs, Security and Distribution Groups, and enforced access control through Group Policy Objects (GPOs). Performed regular audits, account clean-ups, and permission reviews. Supported hybrid environments with integration to Azure AD, and used PowerShell for bulk user modifications and automation tasks.

Over 6 years of hands-on experience providing Tier 1–2 Helpdesk support for global users across various industries. Resolved issues related to Windows, macOS, Office 365 apps, VPN, MFA, printers, remote desktop, network access, and email. Handled account provisioning via Active Directory and Azure AD, mailbox setups in Exchange, and permissions for network drives and SharePoint. Supported mobile devices, remote users, and performed software installations using RMM tools like ConnectWise, Kaseya, and Datto. Known for fast response times, thorough documentation, and excellent customer service—even during after-hours and high-pressure escalations.

Hands-on experience with Azure Active Directory (Entra ID) for identity and access management in hybrid and cloud-only environments. Managed user accounts, group memberships, MFA setup and resets.Supported password resets, device registration, and compliance monitoring. Integrated with Microsoft 365 for secure authentication and managed BitLocker key recovery, mobile device access, and user sign-in troubleshooting.

Experienced in Microsoft 365 administration including user onboarding/offboarding hybrid, license management, MFA configuration, and security policies via the M365 Admin Center and Azure AD (Entra ID). Handled Exchange mailbox management, group creation (distribution/security), shared mailbox access, and mail flow troubleshooting. Provided remote support for Teams, SharePoint permissions, OneDrive sync issues, and endpoint device compliance. Used PowerShell for bulk user and group operations. Also familiar with integrating third-party email security solutions like Barracuda and Mimecast.

Skilled in monitoring and managing network infrastructure using tools like Auvik, Cisco Meraki, and SonicWall. Experienced in tracking server, network, and UPS alerts, identifying offline devices, and coordinating remediation to restore services. Handled firewall firmware backups and upgrades, VPN support (Cisco AnyConnect and NetExtender), and basic Layer 1–3 troubleshooting. Also involved in maintaining network health in hybrid environments and during after-hours support shifts.

Experienced in diagnosing and resolving network issues across LAN, WAN, VLAN, and VPN environments. Handled user connectivity problems, slow networks, printer and file share access, and RDP failures. Familiar with basic Layer 1–3 troubleshooting, including checking cables, switch/router status, DNS/DHCP issues, IP conflicts, and firewall rules. Used tools like Auvik, Cisco Meraki, SonicWall, and command-line utilities (ping, tracert, ipconfig, nslookup) to isolate and fix problems. Also involved in VPN support (AnyConnect, NetExtender) and post-alert investigation of offline network devices.

Familiar with threat vectors (phishing, malware, brute force), risk mitigation, and security best practices like Zero Trust and Defense-in-Depth. Hands-on in analyzing phishing emails, responding to security alerts, and escalating endpoint threats using tools like Defender XDR, Sophos, MS Sentinel, and ThreatLocker. Experienced in IAM, MFA, PAM, and using SIEM tools for log analysis and alert triage.

Familiar with core cybersecurity principles from the CompTIA Security+ framework, including threat detection, risk management, and secure network design. Knowledgeable in common attack vectors (phishing, malware, social engineering), mitigation strategies, and endpoint protection. Hands-on with tools like Defender XDR, Sophos, MS Sentinel, and threat-hunting platforms. Understands Zero Trust architecture, IAM, PAM, firewall rules, and email security protocols (SPF, DKIM, DMARC). Trained in using SIEM tools for log analysis and alert response, with a growing focus on incident response and security investigations. Currently building a career pivot into cybersecurity, backed by CompTIA Security+ knowledge and real-world experience in incident response. Familiar with threat vectors (phishing, malware, brute force), risk mitigation, and security best practices like Zero Trust and Defense-in-Depth. Hands-on in analyzing phishing emails, responding to security alerts, and escalating endpoint threats using tools like Defender XDR, Sophos, MS Sentinel, and ThreatLocker. Experienced in IAM, MFA, PAM, and using SIEM tools for log analysis and alert triage. Understands secure email protocols (SPF, DKIM, DMARC) and actively seeking a SOC role to apply and expand cybersecurity skills in a real-world environment.