Help Desk & Incident Response
Resolve workstation, application, and access issues with clear communication, step-by-step fixes, and meticulous documentation.
- Tier 1-2 ticket ownership
- Root cause analysis
- Knowledge base creation
IT Support Analyst
West Palm Beach
Keeping your team online
through every critical moment.
Certified CompTIA A+ and CS major at FIU. I am building a career in IT support and cybersecurity through real-world labs, technical training, and problem-solving projects that simulate professional environments.
Support
On-demand expertise for fast-moving teams
Endpoint & Device Management
Keep laptops, mobile devices, and peripherals secure and updated with automated policies tailored to each department.
- Intune & Jamf administration
- Hardware lifecycle planning
- Asset tracking & auditing
Collaboration & SaaS Support
Administer Microsoft 365, Google Workspace, Zoom, Slack, and other critical platforms for smooth onboarding and ongoing productivity.
- License management
- Automation via PowerShell & APIs
- Security & compliance reviews
Resilience & Prevention
Build resilient environments with proactive monitoring, backup testing, and employee security awareness coaching.
- SIEM & RMM alerting
- Disaster recovery drills
- Phishing simulations
Projects
Hands-on labs & real support scenarios
Request walkthroughs →Help desk ticketing environment
Built a ServiceNow-style ticketing workflow in my home lab to triage, escalate, and resolve user issues end-to-end—including automation via PowerShell scripts and documentation updates.
- Simulated 80+ tickets with SLA tracking
- Automated hardware diagnostics & log uploads
- Published reusable troubleshooting runbooks
Endpoint hardening playbook
Created Windows and macOS baseline policies covering patching, disk encryption, and conditional access, validated through Intune test tenants and audit reports.
- Reduced vulnerability findings by 68% in scans
- Documented remediation checklists for end users
- Automated compliance reports with PowerShell
Remote support simulation
Partnered with local non-profits to deliver remote tech support using Zoom, Quick Assist, and secure credential workflows—mirroring MSP operations from intake to close-out.
- Resolved average tickets in under 35 minutes
- Delivered post-incident guides to stakeholders
- Earned repeat requests from partner organizations
Toolkit
Tools I trust in the field
Service & Support
- ServiceNow, Jira Service Management
- Freshservice, Zendesk
- SysAid, NinjaOne
Endpoint & Automation
- Microsoft Intune, Jamf Pro
- PowerShell, Bash, Python
- Automox, PDQ Deploy
Collaboration & Identity
- Microsoft 365, Google Workspace
- Okta, Azure AD, Duo
- Zoom, Slack, Cisco Webex
Security & Monitoring
- CrowdStrike, Defender for Endpoint
- Splunk, Datadog, PRTG
- KnowBe4, Proofpoint
Playbook
How I keep productivity high
Assess & Prioritize
Listen first, document symptoms, and classify impact so the right issues get solved in the right order.
Diagnose & Resolve
Reproduce, isolate, and fix the root cause, communicating clearly and capturing every step for future reference.
Document & Prevent
Update knowledge bases, automate repeatable tasks, and ship preventative policies to reduce repeat incidents.
Monitor & Improve
Track metrics, review feedback, and iterate with stakeholders so support keeps pace with evolving teams.
Contact
Need dependable IT support?
Let's talk through your environment, bottlenecks, and risk areas. I offer ongoing support retainers and rapid-response engagements.