IT Support Specialist | 8+ Years Experience | Microsoft 365, Intune, Okta, Endpoint Management

I am an IT Support and Workplace Technology professional

I am an IT Support and Workplace Technology professional with over eight years of experience delivering enterprise IT support, managing digital workplace technologies, and providing reliable technical solutions for global organizations. Throughout my career, I have worked in fast-paced international environments where customer satisfaction, service quality, and continuous improvement have always been my priorities.

I began my career at Cognizant Technology Solutions

• I supported multiple global enterprise clients and gained extensive experience in IT Service Management.
• Working within ITIL best practices, I managed Incident, Request, Problem, and Change Management while consistently meeting Service Level Agreements (SLAs).
• I provided first and second-level support for:
  • Windows
  • Microsoft 365
  • Active Directory
  • Microsoft Entra ID (Azure AD)
  • SAP
  • Adobe applications
  • Networking
  • User accounts
  • Enterprise software.
• My responsibilities included:
  • Troubleshooting complex technical issues
  • Software installation
  • User access management
  • Mailbox administration
  • Password resets
  • Supporting employees across multiple geographical locations.

Beyond daily support activities, I performed root cause analysis for recurring issues and worked closely with cross-functional teams to improve service quality and operational efficiency. I created and maintained Standard Operating Procedures (SOPs), Knowledge Base articles, and technical documentation that helped improve first-contact resolution and enabled engineers to resolve issues more effectively.

One of my key contributions at Cognizant

• Developing Power BI dashboards using BMC Remedy data.
• These dashboards provided visibility into incident trends, SLA compliance, ticket status, resolution performance, and operational KPIs across multiple projects.
• The reports helped project teams monitor service performance, identify recurring issues, and support continuous improvement initiatives.
• I also mentored junior Service Desk engineers by sharing technical knowledge, reviewing troubleshooting approaches, and helping them develop their technical and customer support skills.

Most recently, I worked as an IT Technician at Wiz

• I supported modern cloud-based IT environments.
• I provided first and second-level support for:
  • Windows
  • macOS
  • Linux
  • Android
  • Mobile devices
• While administering:
  • Microsoft 365
  • Google Workspace
  • Microsoft Intune
  • Jamf Pro
  • Okta
  • Slack
  • Zoom
  • GitHub
  • 1Password.
• My responsibilities included:
  • End-to-end onboarding and offboarding
  • User provisioning and deprovisioning
  • Application assignments
  • Software installation
  • Endpoint provisioning
  • Hardware support
  • IT asset management
  • Technical documentation.
• Using Okta, I managed:
  • Single Sign-On (SSO)
  • Multi-Factor Authentication (MFA)
  • Role-Based Access Control (RBAC)
  • Group memberships
  • User access to enterprise applications.
• I also supported endpoint provisioning through Microsoft Intune and Windows Autopilot to ensure employees received secure and fully configured devices.

Throughout my career

I have built strong technical expertise in:

• Microsoft 365
• Exchange Online
• Microsoft Entra ID (Azure AD)
• Active Directory
• Okta
• Microsoft Intune
• Jamf Pro
• Windows
• macOS
• Linux
• ServiceNow
• BMC Remedy
• Jira
• Confluence
• Freshservice
• Power BI
• SAP
• Adobe Creative Cloud
• Adobe Acrobat
• Zoom
• Slack
• GitHub
• 1Password.

My networking knowledge includes:

• TCP/IP
• DNS
• DHCP
• VPN
• LAN/WAN
• Wi-Fi
• Printers
• Scanners
• Docking stations
• Workplace peripherals.

I enjoy solving technical problems, improving IT processes, and helping colleagues work productively. I believe great IT support is not only about resolving incidents but also about building trust, communicating clearly, documenting knowledge, and continuously improving the user experience.

To strengthen my professional knowledge

I have earned:

• ITIL V3 Foundation
• ITIL V4 Foundation
• Scrum Master
• Cisco Network Administration
• Advanced Microsoft Excel
• Data Science & AI certifications.

I am currently pursuing PMP certification.

Currently based in Berlin, Germany, I hold a valid EU Blue Card and am actively improving my German language skills. I am looking for an opportunity where I can contribute my experience in IT Support, Endpoint Management, Identity & Access Management, and Workplace Technology while continuing to learn, grow, and support organizations through reliable and secure IT services.