At Capgemini, I provide L1/L2 desk-side and remote support for Windows 10/11 and Mac users. I troubleshoot endpoint hardware and software, and work to resolve complex incidents with lasting fixes.
I support Microsoft 365 applications, Active Directory administration, and MFA and access issues. I also troubleshoot Citrix VDI, RDP, and network connectivity, including VPN, DNS, and DHCP.
I track incidents in ServiceNow and Jira, follow ITIL practices, and document resolutions in knowledge base articles. I maintain 95% CSAT and have received client appreciations and Rewards & Recognition awards.
