Rey Kristoffer B.

I’m a Helpdesk Specialist & Network Admin with expertise across Microsoft enterprise platforms, endpoint security, remote support, and system optimization. Adept at resolving complex IT issues, managing cloud infrastructure, and ensuring secure, stable IT operations. Let's connect to explore how I can support your team’s success. ElasticIT – Level 2 Helpdesk & Network Administrator Experienced in managing multi-tenant IT environments, delivering enterprise-level support, and securing endpoint systems. Handled full Microsoft ecosystem administration (Entra ID, Exchange, Defender, Intune, Azure), along with remote support, ticket management, and cloud infrastructure. Key Responsibilities: • Client IT Management: Administered infrastructure for multiple clients, optimizing endpoint performance and user environments. • Microsoft 365 & Azure Administration: Managed licensing, mailbox policies, conditional access, Exchange Online, and Defender Security Center. • Threat Monitoring: Used Huntress and Microsoft Defender to detect, isolate, and remediate security incidents and unauthorized access attempts. • Remote Troubleshooting: Delivered live support via IMMY, ScreenConnect, and HaloPSA, including advanced diagnostics for CPCs, VPNs, and RDPs. • Software & License Management: Used CIPP and Sherweb to deploy licenses for M365, Adobe, ActiveTrak; ensured compliance and optimized software access. • Printer Management: Deployed and supported printers using Printix, configured drivers, and managed cloud printing solutions. • Unified Communications: Administered RingCentral and Microsoft Teams, managing numbers, call flows, voicemail, and restrictions. • Network Monitoring & Outages: Used Uptime to track WAN health, escalate incidents, and minimize downtime. • Device Management: Enrolled and configured devices through Intune, Apple DEP, and Windows Autopilot. • VPN & Secure Access: Supported Cisco AnyConnect, enforced tunneling security policies, and managed endpoint connectivity. • ITSM & SLA Compliance: Resolved incidents within SLA targets using Halo, maintaining documentation and escalation workflows. Infinite Computing Technologies – Level 2 Help Desk IT Technician Key Responsibilities: * Provided IT support for desktops, laptops, servers, printers, and network devices in healthcare settings * Skilled in Windows XP–10 and Microsoft Office applications (Word, Excel, PowerPoint, Access) * Installed and maintained wired/wireless networks and on-prem servers; handled structured cabling * Supported dental and medical software like Dentrix, Eaglesoft, Open Dental, and EMR/EHR systems * Diagnosed and resolved helpdesk tickets efficiently; escalated complex issues as needed * Delivered prompt, professional support with strong client communication * Managed multiple tasks independently while meeting deadlines * Able to lead and support junior techs in deployment pro American Financial Network – IT Support Specialist Focused on user access, Exchange, and remote support. Ensured uptime, security, and account integrity across internal systems. Key Responsibilities: • Managed Active Directory accounts, security groups, and access provisioning. • Handled Microsoft 365 licensing, mailbox setup, Exchange Online troubleshooting, and quota increases. • Approved software installs and performed system diagnostics via GoToAssist. • Supported Azure Cloud Infrastructure and remote desktop provisioning. • Diagnosed VPN issues and enforced secure access using Cisco AnyConnect. • Investigated outages and escalated system failures within SLA terms. Tools Used: ZoHo Desk, GoToAssist, Microsoft Azure AD, Exchange Admin Center, Active Directory Domain Services (AD DS). Fidelity National Financial (FIS Global Solutions) – IT Service Desk Analyst Provided enterprise IT support and incident response across a large infrastructure using ServiceNow and enterprise security tools. Key Responsibilities: • Delivered Tier 1 & 2 support via ServiceNow, Avaya, and 8x8 for 2,000+ users. • Managed IAM tasks in Active Directory, Oracle IAM, and Citrix Virtual Apps. • Handled credential resets, MFA, and key fob authentication (RSA SecurID). • Responded to P1/P2 incidents, coordinated with L2/L3 teams for critical outages. • Deployed software and performed remote troubleshooting via Bomgar. • Maintained SLA compliance and ensured timely ticket resolution. Tools Used: ServiceNow, Norton Security, RSA SecurID, Azure AD, Citrix Workspace, Cisco AnyConnect, Bomgar, Avaya, 8x8. Technical Skills: • Microsoft 365 Admin | Azure | Intune | Exchange Online | Defender | Entra ID • Active Directory (On-Prem & Azure AD) | VPN (Cisco AnyConnect) | Printix • CIPP | RingCentral | Microsoft Teams | ScreenConnect | IMMY | HaloPSA • Software Deployment | Endpoint Security | Remote Desktop | SLA Compliance • ITSM (Halo, ServiceNow, ZoHo) | Remote Tools (Bomgar, GoToAssist) • Network Monitoring (Uptime) | Cloud PCs (CPC) | RDP | MFA & SSO