At Silverhill, I provide Tier 1 support for Windows systems, Microsoft 365, applications, hardware, network connectivity, and remote users. I manage 20–25 tickets daily, documenting troubleshooting and escalating complex issues to the appropriate teams.
I support Active Directory and Microsoft Entra ID, assist with PC imaging and setup, and help employees with onboarding and offboarding. Efficient troubleshooting and proactive issue resolution reduced average ticket resolution time by 15%.
At Saks Global, I provided technical support for contact center applications and end users, resolving hardware, software, and system issues. I also handled account provisioning, deprovisioning, password resets, and access management.
I use ServiceNow and Jira to manage incidents and service requests, and Copilot and ChatGPT as research tools to support troubleshooting. I hold Azure Fundamentals (AZ-900) and CompTIA Network+ certifications.
