Mario Oliver

Provided Tier-2 ICT/MSP support to UK-based companies remotely via telephone, emails, and live chats. Assisted Tier-1 support engineers with technical incidents and contributed to upskilling and training new Tier-1 support engineers.

Addressed client Layer-2 Network support-related issues and set up/configured Layer-2 FTTH/FTTB-ONT devices and service solutions. Monitored network and service performance using various tools and managed client environments via a central RMM system.

Provided Tier-2 ICT/MSP support to UK-based companies remotely and assisted Tier-1 support engineers with technical incidents and training. Troubleshot environments with Microsoft Desktops, networks, and managed support ticketing systems.

Managed customer relationships and responded to queries via calls, emails, web chats, and social media, maintaining and exceeding customer support SLAs. Optimized IT value chain using SCM, ERP, and CRM tools, and handled compliance and regulatory requirements.

Logged service requests, performed knowledge transfer, and troubleshot/escalated incidents. Configured desktop PCs and laptops, installed software, and managed email migration and recovery.

Managed escalations and query resolution, controlled technical jobs, and performed user password changes. Conducted auditing of company equipment, created emails, and set up shared mailboxes.

Handled general administration, escalations, and query resolution, and controlled technical jobs. Troubleshot faulty units including MF-Printers, NB-Laptops, Network Devices, and various operating platforms.

Currently pursuing certification as a Microsoft Certified Endpoint Administrator. This involves studying to deploy, configure, secure, manage, and monitor devices and client applications in an enterprise environment.

Completed secondary education with a focus on English, Afrikaans, Biology, History, Maths, Life Orientation, and Geography. Gained foundational knowledge across various academic disciplines.

Completed comprehensive training in IT server engineering and security. Acquired certifications in Windows-XP/VISTA/7, A+, N+, Server+, Security+, and Project+.

Obtained certification in Microsoft Azure Fundamentals, demonstrating foundational knowledge of cloud services and how Microsoft Azure provides them. This included understanding core Azure services, solutions, and management tools.

Achieved certification as a Microsoft Azure Administrator Associate, validating skills in implementing, managing, and monitoring identity, governance, storage, compute, and virtual networks in a cloud environment. This involved hands-on experience with Azure administration.