Provided remote technical support, resolved issues related to Microsoft 365, Windows 10, and Windows 11. Repaired M365 issues, troubleshot Windows-related and network problems, assisted clients with the installation and setup of Windows 10 and 11, documented all resolutions and support activities using the Rave platform, promoted Microsoft Copilot to users.

- Constantly used Connectwise Manage, Control and Automate for service ticket resolution utilizing proper time management when dealing with challenging issues. - Performed and completed many technical support tasks for end users and professionals regarding Microsoft’s cloud products and services and repeatedly maintaining good feedback from clients. - Diversified my technical analysis, implementation and resolution on problematic Windows and MacOS issues to balance time with the service agreements. - Ongoing communication with several clients applying excellent customer service for better appraisal and connection. - Performed several information security practices by investigating, removing and spreading awareness for phishing, scam, malware, malvertising, clone phishing attacks and many others utilizing provided tools and services.

Provided valuable assistance to internal clients, businesses, and end users by proficiently resolving a wide range of tasks within various Microsoft cloud products and services. Utilized ConnectWise Control to conduct remote troubleshooting of Windows-based workstations, consistently surpassing client satisfaction through prompt and effective solutions. Regularly employed ConnectWise Manage for efficient triage processes, ensuring compliance with service level agreements (SLAs) to meet client expectations. Spearheaded the development of a security process to enhance email account protection through the implementation of Multi-Factor Authentication (MFA). Expertly tackled malware and phishing attacks, leveraging online tools to conduct efficient threat and vulnerability assessments for swift resolution.

Proficiently managed Active Directory migrations, implemented ADDS (Active Directory Domain Services), and configured related systems. Collaborated with the ISO coordinator and the CIFO (Chief Information Security Officer) to facilitate the implementation of ISO 27001, SOC2, and PCI DSS compliance. Played a pivotal role in enhancing client trust by deploying multiple virtual servers, including a secure endpoint management solution and a SIEM (Security Information and Event Management) system for comprehensive tracking, analysis, and vulnerability detection. Conducted meticulous IT inventory and asset management, implementing a structured process for asset destruction certification and asset lifecycle management in accordance with ISO 27001 guidelines. Provided technical support to both local and remote employees and visitors across regions spanning the United States, Canada, Mexico, and El Salvador, ensuring seamless operations and user satisfaction.