Adrian - IT Support Engineer

Demonstrated experience with First-level support via phone, chat, email, and ticketing systems.

Demonstrated experience with Incident and request management, escalation handling, SLA compliance, and backlog reduction.

Demonstrated experience with User account and access management (Active Directory, Entra ID, MFA, SSPR).

Demonstrated experience with Windows/macOS support, printers, scanners, and mobile devices troubleshooting.

Demonstrated experience with Documentation, knowledge base contributions, and step-by-step user guidance.

Supported 500+ end-users across Windows and macOS environments, resolving tickets within SLA.. Managed onboarding for new hires: account creation, device provisioning, software setup, and access assignment.. Administered Active Directory and Entra ID; performed password resets, account unlocks, and access management.. Managed devices via Intune, Auvik, and N-Central; maintained printers and peripherals.. Configured and supported Exchange Online, Office 365, and hybrid email environments.. Maintained knowledge base articles and technical documentation to streamline support processes.

Delivered break/fix support for Microsoft 365 workloads: Exchange, SharePoint, Teams, OneDrive, Entra Admin Center, Security/Defender, Compliance/Purview, Intune.. Assisted administrators with license management, DNS configuration, domain integration, mail routing, and SMTP relay.. Supported 3+ organizational migrations from third-party providers with minimal downtime.. Conducted end-user and administrator training sessions, increasing adoption and proficiency.. Provided first-level Service Desk support and SLA-compliant ticket resolution.. Collaborated with cross-functional teams to resolve escalated technical issues efficiently.

Supported Microsoft 365 workloads, assisting administrators with licensing, DNS, mail routing, and migrations.. Delivered training and technical guidance to end-users and administrators.. Provided first-level Service Desk support and SLA-compliant incident management.. Implemented security best practices and MFA policies to ensure compliance.

Provided first-level Windows support to 300+ end-users via chat, resolving login, software, and network issues.. Performed OS upgrades, software installation/uninstallation, and patch management.. Documented incidents and solutions to support knowledge sharing and SLA adherence.

Delivered first-level IT support and maintained hospital IT equipment.. Managed user accounts, password resets, and access provisioning.. Assisted in IT projects and provided end-user guidance.

Provided Windows and Microsoft Office support via chat and phone.. Guided users through troubleshooting login, software, and hardware issues.