Daryl Joy C.

I’m a Technical Account Manager and IT professional with 20+ years of experience across technical support, systems engineering, service delivery, incident management, and client-facing IT operations. I specialize in bridging the gap between technical teams and business stakeholders — translating technical issues into clear actions, coordinating resolution across multiple teams, and ensuring IT services remain reliable, well-managed, and aligned with business requirements. My experience includes supporting complex Microsoft and cloud environments, managing technical escalations, coordinating major incidents and recurring problem resolution, improving IT processes, and working directly with clients and stakeholders on service performance and technology initiatives. My key areas of expertise include: • Technical Account Management & IT Service Delivery • Microsoft 365, Entra ID / Azure AD & Conditional Access • Microsoft Intune, Autopilot & Endpoint Management • Windows 365 Cloud PC & Virtual Desktop Environments • IT Incident, Problem & Change Management • ServiceNow Ticketing, Reporting & Process Improvement • Technical Escalation & Root Cause Analysis • IT Infrastructure & Endpoint Troubleshooting • VPN, Zscaler & Remote Access Troubleshooting • Microsoft Defender & Endpoint Security • SharePoint & OneDrive • IT Onboarding / Offboarding & Access Management • SLA, KPI & Service Performance Monitoring • Technical Documentation, SOPs & Knowledge Base Development • Stakeholder, Client & Vendor Management • Excel Reporting, Power Query, Trackers & Operational Dashboards Having progressed from Helpdesk and Systems Support through Tier 3 Escalations and Systems Engineering into Technical Account Management, I understand IT from both the technical and service-management perspectives. I’m comfortable investigating technical issues directly while also coordinating engineers, infrastructure teams, vendors, operations teams and senior stakeholders when an issue requires broader ownership. I can help organizations with ongoing technical account management, Microsoft 365 and endpoint environments, IT service improvement, incident and problem management, technical documentation, reporting and dashboards, onboarding processes, escalation management, and complex troubleshooting. My approach is straightforward: understand the issue, establish ownership, use the available data to identify the root cause, communicate clearly with stakeholders, and drive the work through to resolution.