Professional Experience

Technical support for end users and internal teams, resolving hardware, software, networking, and corporate service incidents in Windows and cloud-based environments.

• Level 1 and Level 2 ticket resolution using IT service management systems.
• Remote and on-site technical support for Windows workstations and peripherals.
• IT asset inventory management and tracking across the organization.
• User and group administration in Active Directory.
• Network configuration and troubleshooting (IP addressing, DNS, connectivity, VPN).
• Support for Microsoft 365 services and Entra ID.
• Documentation of incidents, solutions, and technical procedures.
• User and access administration in ERP systems (Epicor, SAP, SAP HANA), including account provisioning, deprovisioning, and credential management.

Hands-on experience in the operation and administration of enterprise IT infrastructure, with a focus on networking, security, Microsoft services, and hybrid on-premises and cloud environments.

• Installation and configuration of LAN networks and network devices.
• On-site and remote technical support for end users.
• Configuration and support of routers, switches, and firewalls.
• Backup operations and preventive and corrective maintenance.
• Support for infrastructure upgrades, migrations, and improvements.
• Monitoring and diagnostics of network infrastructure, including latency, traffic, link availability, servers, and critical services.
• User support and incident resolution for Microsoft 365 services and Entra ID.