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Felipe Monsalve

@felipemonsalve1

IT Support Engineer specializing in MSP Level II/III support, VoIP, VDI, Monitoring, Microsoft365,Active Directory, and network troubleshooting.

Colombia

Message

What I'm looking for

I’m looking for an MSP or enterprise IT role where I can lead Level II/III incident resolution, optimize SLAs, and support VoIP, Active Directory,M365, and networks—delivering proactive, customer-focused service with continuous improvement.

I’m an IT Support Engineer with over 7 years of experience providing Level I, II, and III technical support in MSP environments. I manage incidents, systems administration, and user support in high-demand corporate settings, with a strong focus on SLA compliance and operational continuity.

I specialize in VoIP support, Active Directory, Microsoft platforms, and network troubleshooting. I’ve provided remote and on-site support to over 800 users, optimizing ticket resolution times and strengthening service availability through solution-oriented, responsive support.

In my recent role at IPFone, I provide Level II support to more than 800 users, managing incidents and service requests while ensuring SLA compliance and high availability. I also manage and maintain VoIP and SIP Trunk communication systems using Broadsoft and Bicom, monitoring call quality and infrastructure performance to reduce downtime.

Previously, I helped reduce ticket resolution times by 35% as a Help Desk Technician (Tier I / II / III), handling user permissions in Active Directory and Azure and supporting Citrix VDI and remote desktop environments. I also led P1 incident response and escalation coordination, delivering executive technical support and documenting solutions to improve support processes continuously.

Experience

Work history, roles, and key accomplishments

Tier II Support Engineer

IPFone

Aug 2024 - Feb 2026 (1 year 6 months)

Provided Level II technical support to 800+ users in MSP environments, managing incidents and service requests while ensuring SLA compliance and high availability of IT services. Managed VoIP/SIP trunk platforms (Broadsoft, Bicom), monitored call quality and infrastructure performance, and resolved network/telephony issues to reduce downtime and improve reliability.

VoIP Support SIP Trunking Incident Management SLA Management Network Troubleshooting Call Quality Monitoring

Help Desk Technician level l/ll/TL

Management Health Service

Jul 2022 - Jun 2024 (1 year 11 months)

Delivered Level I–III help desk support in corporate and clinical environments, reducing ticket resolution times by 35% through root-cause analysis and process optimization aligned to SLA requirements. Administered Active Directory and Azure, supported Citrix VDI and remote desktop infrastructure, and troubleshot VPN, connectivity, and platform incidents while improving user experience.

Level I II & III Support Active Directory Citrix VPN Troubleshooting Incident Management Root Cause Analysis SLA Management

Support Specialist (TL)

I.T.S Infocom

Jun 2021 - Jun 2024 (3 years)

Managed escalated and critical P1 incident responses, coordinating escalations, communicating with stakeholders, and resolving high-impact issues to maintain operational continuity. Administered access to servers, databases, and corporate networks, troubleshooting routers/switches and ports, and provided executive technical support to drive continuous improvement and SLA compliance.

Escalation Management Network Troubleshooting IT Infrastructure Management Executive Support SLA Management

Support SET Level I/II

ARUS

Jan 2018 - Aug 2019 (1 year 7 months)

Provided multi-channel (phone, chat, email) Level I–II support for VIP users, handling incidents and service requests with a customer-focused approach and SLA compliance. Resolved escalated tickets for applications, VoIP, and network connectivity using structured troubleshooting and log analysis, and contributed to knowledge base documentation to improve service desk efficiency.

Service Desk Network Troubleshooting Log Analysis Incident Management SLA Knowledge Base Application Support Customer Support