Sarah Oliveira

I’m an IT Support professional with 4+ years of hands-on experience in enterprise helpdesk environments, specializing in Tier 1 and Tier 2 incident resolution, identity & access management, and IT Service Management (ITSM). I’ve scaled ticket throughput from 30–40 to 60–80 per day while reducing average resolution time by 50% through structured troubleshooting and workflow improvements. I’m ITIL® 4 Foundation certified and confident operating in ITIL-aligned processes with strong SLA focus.

In my roles, I administer Active Directory and Microsoft 365/Microsoft Exchange, handle MFA/2FA resets and user provisioning/deprovisioning, and support VPN connectivity using FortiClient and GlobalConnect. I also manage endpoint security with BitLocker and FileVault, create and maintain knowledge base articles and SOPs to reduce repeat escalations, and mentor junior analysts in helpdesk tools and workflows. I’m currently completing a B.S. in IT Management and I’m available for fully remote global opportunities where I can keep improving service quality.