Yll Nelaj

Handles customer incident intake via phone and email, prioritizes and documents issues in a ticketing system, and monitors tickets to ensure SLA compliance. Performs administrative tasks in Active Directory, Windows Server, Exchange Server, Citrix, and Microsoft O365, and provides remote troubleshooting and user management.

Managed project budgets and collaborated with clients to define needs and goals, developing proposals and pricing. Resolved customer service issues by explaining product features and benefits.

Led the infrastructure and technical support team, coordinated IT projects, and oversaw network infrastructure and security. Developed IT policies, managed resources and budgeting, and provided training and support to staff.

Advised clients on solution implementation and developed detailed project plans. Provided support, system administration, updates, and presales assistance, along with workshops and training.

NSE 2 Network Security Associate certification, valid from March 10, 2023 to March 10, 2025.

NSE 1 Network Security Associate certification, valid from March 10, 2023 to March 10, 2025.

NSE 3 Network Security Associate certification, valid from August 25, 2022 to August 25, 2024.

Cisco Customer Success Manager certification, valid from April 19, 2021 to April 19, 2024.

Cisco Certified Specialist - Security Core certification, valid from March 2, 2021 to March 2, 2024.

Microsoft Certified: Azure Security Engineer Associate certification, achieved on February 18, 2021 and valid until February 18, 2023.

Cisco Certified Network Associate certification, valid from June 18, 2020 to June 18, 2023.

Junos (JNCIA-Junos) certification achieved on June 30, 2020.

Bachelor of Information Technology from Uiliria College in Prishtina, Kosovo, from 2015 to 2018.