Zack abdi

I am an IT Service Desk Analyst with five years of hands-on experience in infrastructure monitoring, incident management, telephony, and Microsoft platform administration. I proactively maintain routers, servers, VPNs and network links while ensuring SLA compliance and efficient ticket resolution.

I have led teams and developed sales and support protocols at Microsoft-focused programs, trained associates, and coordinated cross-team escalations with Network, Cybersecurity, System and Development teams. I hold ITIL V4 Foundations and Leadership & management foundation certificates and am proficient with Azure, Microsoft Dynamics, Exchange, Power BI and PowerShell administration.

I bring strong client-facing experience from sales and customer support roles, multilingual communication skills, and a collaborative approach to operational coordination and continuous process improvement.