Resume

I am an IT professional with three years of hands-on experience in Windows-centric environments, including a prior help desk role at a tech-support MSP serving multiple large clients. I handle end-to-end IT support for users across desktops, laptops, and smartphones, while also performing core sysadmin tasks. I’m passionate about Linux and actively pursuing RHCSA, with a clear goal to move into Linux or Cloud-focused roles. I thrive in fast-paced environments, value practical problem-solving, and enjoy bridging the gap between end users and robust infrastructure. My combination of user-focused support, cross-platform troubleshooting, and ongoing cloud/Linux training positions me to contribute effectively to teams transitioning to modern, scalable IT solutions.

• Providing end-user support for hardware, software, and network-related issues. issues for end users
• Performing routine PC maintenance, system updates, and patches for performance efficiency and security
• Conducting end-user training on commonly used applications, including Microsoft 365 Suite, Adobe Acrobat, and other essential software
• Conducting training sessions on cybersecurity best practices, including recognizing phishing attacks, secure browsing, and data protection to strengthen overall security awareness
• Assisting in monitoring and responding to security incidents, including phishing attempts and malware threats

• Troubleshooting and diagnosing a wide range of hardware, software, and network connectivity issues for end users via inbound support calls in an MSP environment
• Providing coaching and guidance for operation of desktop and laptop computers, as well as for the configuration of printers, smart phones, tablets, and routers
• Creating tickets and coordinating with Tier 2 support with clear and concise documentation of client issues and completed troubleshooting steps
• Exhibiting exceptional customer service and communication skills, maintaining a calm and confident demeanor on every phone call
• Creating and maintaining documentation for knowledgebase