At Berlitz, I provide Tier 1 and Tier 2 support for enterprise users across software, hardware, and network environments.
I investigate incidents, triage tickets, troubleshoot issues, and coordinate escalations while maintaining SLA compliance. My work includes resolving TCP/IP, DNS, DHCP, VPN, LAN/WAN, remote-access, and basic firewall issues, as well as administering Windows systems and user access controls.
I use Salesforce to manage incidents and service requests, communicate clear solutions to users with different technical backgrounds, and support critical systems through a 24/7 on-call rotation.
I also create troubleshooting guides and knowledge base articles, maintain IT asset documentation, and deliver remote and on-site support.
