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Dilson
IT Support Engineer with 3+ years in technical support and cloud administration
Contacto
Competencias
Handled Tier 1 and Tier 2 technical support tasks using ServiceNow, resolving incidents and providing user assistance.
Administered Azure Active Directory and Okta for user management, MFA setup, and policy enforcement.
Supported Azure Virtual Desktop and Microsoft Azure cloud infrastructure, ensuring smooth cloud operations.
Troubleshot VPN with GlobalProtect and monitored BitLocker encryption to maintain cybersecurity standards.
Provided support across platforms such as Salesforce and Five9, enhancing customer experience and satisfaction.
Educacion
Idiomas
Resumen
Dedicated IT professional with over 3 years of experience supporting cloud infrastructures, user access management, and technical customer support. Skilled in ServiceNow, Azure AD, Okta, and network troubleshooting to ensure efficient IT operations and high customer satisfaction.
Logros Clave
- Resolved Tier 2 IT incidents at LeanTech, ensuring SLA compliance and documentation accuracy.
- Managed Azure AD and Okta user lifecycle, MFA, RBAC, and group policies to maintain security and access controls.
- Provided chat-based technical support for telecom clients at Foundever, troubleshooting internet and connectivity issues.
Experiencia
IT Support Engineer
Resolve Tier 2 IT incidents using ServiceNow while ensuring SLA compliance and accurate documentation., Administer Azure Active Directory and Okta, managing user lifecycle, MFA, RBAC, and group policies.
Technical Support Specialist
Delivered chat-based technical support for a US telecommunications provider., Troubleshot internet, cable, and phone connectivity issues., Assisted customers with billing cycles, charge explanations, and account management.
Customer Service Representative
Identified and executed service upgrade opportunities to improve customer experience., Maintained KPI performance metrics and high customer satisfaction scores., Provided billing and account support to drivers, resolving disputes and complaints efficiently.