KEVIN ANGUILA

I’m a Mechatronics Engineer with 3.5+ years of progressive IT support experience across international enterprise environments. I specialize in cloud identity management, endpoint administration, and multi-tier incident resolution for global user bases across the US, UK, and Latin America.

In my Cloud Support Engineer / Service Desk Analyst L2 role, I provide L2 IT support for 300–400 users across multiple international enterprise accounts while consistently meeting SLA targets. I administer Azure AD and Microsoft 365 environments—handling user lifecycle management, license assignment, conditional access policies, and mailbox troubleshooting.

I also drive incident resolution across networking and endpoint connectivity, tackling VPN (SSL/IPsec), DNS, DHCP, and connectivity issues through structured root cause analysis. I lead knowledge management initiatives by developing and maintaining Knowledge Base (KB) articles, standardizing resolution procedures and reducing average handling time, while managing incident and request queues in Jira with accurate documentation and SLA compliance.

Earlier, I supported complex hardware, software, and network issues as an IT Support Specialist L2 and performed root cause analysis with internal teams to contribute to permanent fixes. I also worked as a Server Virtualization Specialist supporting Cisco UCS infrastructure and administering Active Directory users and groups in virtualized enterprise environments, building a strong foundation in Active Directory, VMware, and end-to-end case ownership.