IT Support Engineer / VA / Remote Office administration

Performance driven IT Engineer with over 19 years of progressive experience for leading, managing, and
supporting successful IT projects and solutions, incorporating a wide range of applications and technologies.

Experienced in Office 365 admin covering Microsoft Azure AD setup, setting up users mailbox, controlling
distribution lists and shared mailboxes, messaging and collaboration, Identity & Access Management LastPass
Enterprise Admin management, cloud SaaS technologies such as Webroot Secure Anywhere SaaS console,
assigning permissions and setting up users on Amazon Seller Central and Endpoint Security & Compliance
,Virtualization technology, enterprise-wide services such Shopify and Recharge app user permission
management.

Achieved vast experience working on RMM tools such as Kaseya VSA 9, Kaseya VSA10 and NinjaOne RMM. My
administrative duties involved setting up user profiles, policies, patches, and software/Windows updates via
Remote Management Tools. Vast experience in aiding users in the United States and India for various applications,
hardware, network and Five9 software to ensure no downtime along with mentoring Junior engineers and sharing
skills process knowledge along the way.

Experience in executing Windows/ Linux / Mac OS and Chromebook Operating system operations that meets
the agreed business demand at the quality required and service levels, delivering business value in a cost
effective and timely manner and a service that fulfills organization requirements.
● Excellent stakeholder management skills with the ability to inform, influence and engage with a broad range of
groups, keeping a track of customer service tools such as Shopify CRM, Gorgias, Five9 uptime /downtimes,
collaborating with customer support operation lead teams of various services and sharing real time updates.

Collaborated with various support teams from customer service CRM's e-commerce and internal development
teams to resolve issues. Kept a full track of inventory in the Indian Office, worked on Jira Atlassian Ticket system to
keep a track of tickets and reviewed issues for accuracy and process improvements identified and resolved per
SLA. Strong relationships with customers and colleagues were built as shown through praise and value delivered.
Follow-ups ensured first-call resolutions and 100% customer satisf action. Sales experience started in an outbound
role achieving proficiency in communicating across several countries and mentoring others.

My experience spans configuring a wide range of network devices, including printers, routers, range extenders,
switches, and IP cameras.

Strong communication skills / wide experience working with customers from US, UK, Canada, and Ireland.

Work Terms

I work 9am to 6pm EST