Desktop Support Professional with over 25 years experience
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With over 25 years of experience in the IT industry, including Level 3 support in VMware administration and server administration, along with a robust skill set in the Microsoft 365 stack—including Intune, Exchange Online, and Entra ID—I am excited about the opportunity to contribute to your team and support your organization’s technical needs.
Throughout my career, I have honed my ability to deliver exceptional customer service and technical support, ensuring that users receive timely and effective solutions. My extensive background includes managing service desk operations, troubleshooting complex issues, and providing training on Microsoft 365 applications such as Teams, SharePoint, and Outlook. I have a strong understanding of Service Level Agreements (SLAs) and have consistently ensured that service delivery meets or exceeds established targets.
My experience with various ticketing systems, including ServiceNow, Jira, and Zendesk, has enabled me to efficiently track, prioritize, and resolve user requests while adhering to SLA commitments.
I pride myself on maintaining a professional phone manner, which I believe is crucial in effectively assisting users, particularly during challenging interactions. For instance, I once dealt with a customer who was upset about repeated Microsoft outages impacting their work. I took the time to listen to their concerns, validated their frustration, and provided a clear timeline for resolution.
My calm and professional approach helped to de-escalate the situation and led to a positive outcome, earning the customer's appreciation for our responsiveness.
In another situation, a client was frustrated with the performance of a newly implemented software solution. I patiently walked them through the troubleshooting steps, ensuring they felt supported and understood. By addressing their specific concerns and providing tailored solutions, I was able to restore their confidence in our service and significantly improve their experience.
My technical experience extends to managing Microsoft Intune for device management and security, ensuring compliance across the organization. I have successfully configured and supported Exchange Online, facilitating seamless email communications for users while maintaining high standards for security and performance. Additionally, my proficiency with Entra ID has allowed me to implement identity and access management solutions effectively, enhancing security measures and streamlining user authentication processes.
In my previous roles I have been working in environments with a range of low to high volume of support tickets. While it may or may not be relevant to this position, I also would like to point out my Level 3 experience in VMware and server administration has allowed me to troubleshoot and resolve advanced issues related to virtual environments, storage, and server configurations. I have successfully implemented system upgrades and optimizations, ensuring minimal downtime and enhanced performance.
I am eager to leverage my experience to support your team in delivering high-quality service and ensuring seamless operations for your users. My technical proficiency, combined with my dedication to continuous learning and improvement, positions me as an ideal candidate for this role.
I have plenty of experience in providing support over the phone and resolving ICT issues over the phone. The key is understanding what is being asked and if necessary, ask the right questions to get additional information to ensure that I understand what is being asked, as sometimes there are customers who do not understand what they are wanting. So clear communication is paramount and the ability to ask questions.
Doing this is a win-win situation for both myself and the customer, providing a customer experience.
The ability to manage competing service requests has been a skill I’ve developed over the years, and it usually entails evaluating and prioritizing the service requests that come in. Evaluating who is affected, is it an individual, is it a group or a whole team or an executive? This is useful when evaluating competing incidents with similar SLA’s.
Communication plays a vital role here, keeping customers informed on what is happening with their service request and if necessary, involve other/higher teams, depending on who is affected and what is affected. The idea is to resolve issues with their assigned SLA’s where possible.
I would welcome the opportunity to discuss how my skills and experiences align with the needs of your team. Thank you for considering my application. I look forward to the possibility of contributing and am excited about the prospect of being part of your dedicated team.
Worked for Government and private in both contract and permanent roles across multiple industries.
Microsoft Certified Systems Administrator - Windows 2000
