Delivered Tier 1 technical support for multiple client environments, managing a high volume of service requests through a centralized ticketing system while meeting defined SLAs.
Performed Active Directory user administration across multiple domains, including password resets, account unlocks, group membership changes, and user onboarding/offboarding.
Supported Microsoft 365 tenants for multiple clients, assisting with Outlook configuration, mailbox access, licensing, and basic tenant-level troubleshooting.
Managed and monitored email security and spam filtering platforms, investigating false positives, releasing quarantined messages, and assisting clients with phishing and email-related incidents.
Troubleshot workstation hardware, peripherals, and connectivity issues using standard hand tools, performing workstation setups, break/fix repairs, and equipment swaps.
Accurately documented troubleshooting steps, resolutions, and client communications within the ticketing system to ensure continuity and audit readiness.
Prioritized and escalated incidents appropriately based on impact, urgency, and client contracts, maintaining clear communication with clients throughout the resolution process.
Provided professional, customer-focused support in a fast-paced, client-facing MSP environment while adhering to security best practices and standard operating procedures.
MSP-Focused Skills

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