At Bell Integration/Blackrock, I provide first- and second-line support to enterprise customers in a managed services environment. I troubleshoot Microsoft 365, Windows 10/11, Azure AD, Active Directory, Teams, SharePoint, and Exchange Online issues.
I manage incidents and service requests through ServiceNow, following ITIL processes and working to SLA and KPI targets. I also handle user provisioning, mailbox administration, and endpoint support.
At Nokia / Microsoft, I delivered Tier 2 desktop and infrastructure support, including device deployments and SCCM imaging. I also supported Active Directory, Group Policy, Windows Server, and endpoint security.
Earlier, at Ladbrokes, I provided service desk support and achieved a 90%+ first-time fix rate. My certifications include CCNA, CompTIA Security+, and Microsoft Azure Administrator AZ-104.
