In my current Support Engineer role in Corporate IT Support, I provide Level 1 support for enterprise users across hardware, software, and account issues. I resolve 20+ tickets daily using ServiceNow while maintaining SLA compliance.
I troubleshoot Microsoft Office 365 applications, including Outlook, Teams, and OneDrive, and use Remote Desktop tools to diagnose user issues. I also install, configure, and maintain Windows operating systems and enterprise software.
I document incidents and solutions in the internal knowledge base, troubleshoot basic TCP/IP connectivity issues, and escalate complex incidents to Level 2/3 support teams when necessary. I'm completing CompTIA A+ certification training through Stefanini Technical Academy.
