Technical Skills
- Cloud & Microsoft Platforms
- Microsoft Azure (IaaS, Identity, hybrid integration)
- Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive)
- Azure AD/Entra ID (Conditional Access, MFA, RBAC)
- Microsoft Intune (Endpoint Management, Compliance Policies)
- Windows Endpoint
- Windows 10/11 Administration
- Windows Server 2019
- Tier 2 Endpoint Support
- Group Policy
- PowerShell Automation
- Security & Compliance
- Microsoft Defender Suite
- Identity-first security design
- Splunk
- Financial Services regulatory compliance
- Risk-based access control
- Networking
- Switch & router configuration
- Branch ethernet LAN/WAN support
- Network monitoring & troubleshooting
- Cisco ISE
Soft Skills
- Communication
- Excellent written communication needed to chronicle processes used to resolve end user issues
- Excellent verbal skills needed to succinctly explain technical issues to non-techical individuals
- Communicated with colleagues to collaborate on both escalated tickets & service failures to come to a common resolution
- Ability to train users on technologies they haven't previously been exposed to and explain technical issues to non-technical individuals
- Problem-Solving
- Displayed ability to manage system-wide issues in high-pressure situations
- Adept at solving various end user technical issues
- Exhibited capacity to manage multiple tasks while experiencing high call volume in call queue
- Ability to analyze new problems & come to a resolution
- Customer Service
- Effective in empathizing with frustrated end users by resolving their issues
- Practiced in remaining patient with end users that are unable to recognize or articulate their issues
- Proficient in actively listening to customer's perspective on the issues they have been experiencing