Cloud Integration and SupportLeverage AWS Skills: Utilize your AWS certifications to provide cloud-based support and solutions. This includes deploying and managing applications on AWS, which can enhance the service desk's capabilities.Implement Cloud Solutions: Work on integrating cloud services into existing workflows, ensuring that users can efficiently access cloud resources.Advanced Technical SupportLevel 2 Support: Expand your role to include more complex troubleshooting for both MacOS and PC environments, especially regarding cloud-related issues.Utilize JAMF and Intune: Create and manage policies for device management using JAMF for MacOS and Microsoft Intune for Windows, ensuring compliance and security.Process Improvement InitiativesProactive Service Management: Shift from reactive to proactive service management by analyzing service desk metrics to identify areas for improvement.Documentation and Training: Develop comprehensive training materials for both staff and users, focusing on new technologies and processes related to AWS and IT service management.Inventory and Resource ManagementCloud Resource Inventory: Manage not only physical assets but also virtual resources in the cloud, ensuring efficient utilization of both hardware and software.Software Deployment Strategies: Implement automated deployment strategies using tools like AWS Systems Manager or similar platforms to streamline software updates across the organization.Collaboration with IT TeamsCross-Functional Collaboration: Work closely with other IT teams (e.g., network, security) to ensure that all service desk operations align with broader organizational goals.Feedback Loop Creation: Establish a feedback mechanism for users to report issues, which can help in continuous improvement of services offered..

Provide internal and external user support for tecnical issues.Responded to questions and concerns about services and escalated callsappropriately.Consulted with customers to evaluate needs and determine best options.

Work as an Intern, Study and overview of the network infrastructure of NTCincluding LAN, WAN, VPN, Internet infrastructure and UPS system.Study Operation and functionalities of EWSD, ZTE, Huawei and NGNswitches