Nathaniel Ardaniel

I’m an IT Service Desk and Operations professional with over 3 years of experience in technical support, incident handling, and helping teams run smoothly in hybrid and remote environments. I focus on resolving complex IT issues quickly while maintaining high service quality and strong user experience.

At ICON PLC, I delivered first-line technical support for global users and consistently hit a 95% first-contact resolution rate. I managed tickets in line with ITIL best practices, administered Active Directory for user provisioning and access management, and used SCCM (Microsoft Endpoint Configuration Manager) for device management and software deployment.

I also strengthen reliability by diagnosing network and security issues using Cisco VPN, Meraki, and Zscaler, while supporting remote access through Citrix Director. My approach includes accurate documentation and knowledge base contributions, plus collaboration with Level 2/3 teams to resolve complex technical issues and reduce repeat incidents.

More recently, as Admin Manager / Executive Assistant to the CEO (Virtual Assistance) at HOWTOJOB, I supported end-to-end operations—recruitment, onboarding, attendance tracking, and payroll support—while leading a remote team and tracking KPIs directly to the CEO. I maintained CRM systems with accurate lead tracking and pipeline updates, and improved workflows by standardizing onboarding to reduce operational delays.