At ConnectWise, I support global customers using multi-tenant SaaS and RMM platforms, resolving 30+ incidents and service requests daily while meeting SLA targets. I troubleshoot application, hardware, network, and Microsoft 365 issues across Windows, macOS, and Linux.
I manage tickets through their lifecycle using ITSM and CRM tools, and handle user access tasks in Active Directory and Microsoft Entra ID. I also support root cause analysis and defect logging, maintain knowledge base articles, and use VMware environments and basic SQL queries for application investigations.
