At World Vision, I provided Level 1/2 support across 10+ departments, administering Microsoft 365 and Active Directory for a 500+ user environment. I achieved a 95% SLA, maintained 90–100% customer satisfaction, and helped reduce recurring technical issues by 30% through stronger incident documentation and resolution practices.
I troubleshoot Windows, hardware, software, network connectivity, routers, switches, firewalls, VoIP, and user access issues through remote and in-person support. Earlier at TelOne, I supported LAN/WAN operations, Zendesk ticketing, data backups, endpoint security, and user training, contributing to a 20% improvement in response time and 98% data availability.
