As a seasoned System Administrator with over 5 years of experience, I bring a robust expertise in technical support, service desk management, and Office 365 administration. My career has equipped me with a diverse skill set, including advanced troubleshooting for both Windows and macOS platforms, Exchange Online, and Azure Active Directory.I have a proven track record in effectively managing incident identification, communication, and resolution. My experience includes handling post-incident reviews, escalating major incidents, and overseeing child incidents and trigger rules. I am adept at diagnosing and resolving complex technical issues, ensuring minimal downtime and optimizing productivity for end-users.My proficiency extends to Windows Server administration, where I manage user accounts, permissions, DNS, DHCP, Group Policies, WSUS, and SCCM across various versions of Windows Server. I also excel in device management, using tools such as Intune and Jamf Pro, and provide remote support through platforms like LogMeIn, Bomgar, TeamViewer, and Quick Assist.In addition to my technical skills, I have managed authentication systems including Okta, Duo, and Microsoft Authenticator. My experience with virtualization environments encompasses Hyper-V, VMware, and VDI technologies. I apply ITIL best practices to incident management and support processes, and I am proficient in using ticketing and issue tracking tools such as ServiceNow, Jira, and Zendesk.With a commitment to delivering exceptional support and a keen ability to resolve technical challenges, I strive to enhance operational efficiency and drive positive outcomes for organizations.