Josue Brique

Delivered Tier 1 and Tier 2 support for 1,200+ users across the U.S. and Canada, maintaining 98%+ SLA performance and authoring 20+ knowledge base articles to reduce repeat incidents.

Provided Tier 1/Tier 2 desktop support for endpoints, peripherals, and network connectivity, performing Windows software installations and managing Office 365 to maintain secure, user-ready devices.

Resolved 30+ daily remote support tickets across applications, OS, connectivity, and hardware, provided VIP executive support, and strengthened email security to reduce phishing incidents.

Supported messaging operations during a migration from Exchange to Microsoft 365, improving ticket triage and providing remote and on-site support for corporate employees and franchisees.

Delivered high-touch IT support for C-level executives and global remote users across Windows and macOS, managing device refreshes, migrations, and day-to-day troubleshooting to maintain productivity.

Provided Tier 1/2 support to residential and business customers, troubleshooting internet connectivity and hardware issues and documenting incidents in Remedy for timely resolution.

Handled Tier 1/2 support in a temporary role, resolving user issues and escalating complex tickets to minimize downtime for legal firm staff.

Delivered residential IT support including home network setup and hardware/software troubleshooting to individual clients.

Supported 250+ local and remote users via phone and desk-side support, assisted with software migrations, basic LAN/WAN maintenance, and data backups to ensure business continuity.

Completed an IT Support training program covering foundational IT support skills and tools for desktop and service desk environments.

Completed an Associate Degree in Digital Media focusing on digital content creation and related technologies.