Lord Fernandez

Formulated and implemented processes for standard MSP operations, including onboarding, offboarding, and migrations. Crafted and executed comprehensive project plans that supported strategic goals and facilitated successful project delivery.

Delivered technical support for software and hardware issues to clients, facilitated step-by-step guidance for colleagues, and supported implementation of new applications to improve service delivery.

Provided technical support remotely, resolving hardware and software problems including network connectivity for peripheral devices and support end users. Contributed to multiple projects as needed, adapting to changing requirements.

Optimized helpdesk operations by minimizing unnecessary escalations and enhancing Level 1 support training. Managed asset optimization with SuperOps and provided direct technical support addressing hardware, software, and networking problems.

Created groups and assigned policies and dependencies based on specific requests. Handled almost all issues requests relating to Active Directory.

Organized and maintained effective IT support through telephone/e-mail helpdesk service, enabling timely responses to customer-reported system faults. Established and maintained service level commitments and resolved operational problems using technical expertise.

Created new user accounts in Active Directory and provided different policy settings for each user. Assisted office workers with computer desktop systems, providing computer support services for software and hardware.

Handled Active Directory for account access, assisted users with troubleshooting of computer issues, and configured new user accounts. Troubleshot Exchange server and email client, set up network printers, and generated tickets for incident management.

Pursued a Bachelor of Science in Computer Science at Systems Technology Institute.