Aditya S.

I'm the engineer MSPs bring in when the queue is backed up, and L1 has escalated everything they can't close. 7+ years across networking, cloud, and security — I work L2/L3 tickets independently, close them cleanly, and document them so they don't come back. WHAT I ACTUALLY DO FOR MSPs Most helpdesk profiles list tools. Here's what I deliver: → Cut escalation volume by fixing root causes, not just symptoms → Keep SLA compliance high under ticket-based and phone-queue pressure → Document every action so tickets don't get reopened or re-explained → Work independently inside PSA/RMM stacks from day one — minimal ramp-up CORE STACK Microsoft 365 & Entra ID (Azure AD) User lifecycle (provisioning/deprovisioning), MFA & Conditional Access Exchange Online, Teams, SharePoint & OneDrive, mail flow & phishing investigation, Intune enrollment & compliance Security & Endpoint Microsoft Defender for Endpoint/Cloud, Sentinel alert triage, CrowdStrike investigation, Barracuda email security, Nessus/Tenable vulnerability review, patch management coordination Azure & Cloud Azure VM troubleshooting, Azure Firewall & VPN configuration, identity & access troubleshooting, basic AWS EC2/IAM Networking & Windows Infrastructure Windows Server: Active Directory, Hyper-V, NTFS, RDS FortiGate firewall rules, client VPN troubleshooting, routing/switching, DNS/DHCP, RMM-based remote support TOOLS I'M ALREADY FLUENT IN ConnectWise, Autotask PSA, ITGlue, Datto RMM, Zendesk-style ticketing — I don't need a learning curve on your stack. HOW I WORK ✔ SLA-driven — I prioritize by severity and impact, not ticket order ✔ Clear written and verbal communication (US/UK/CA time zone overlap) ✔ Self-starter — I escalate the right things, not everything ✔ Currently supporting a BC/Alberta/California-based MSP handling front-line phone + ticket overflow across AD, M365, and networking — happy to share specifics on request If you need someone who can own L2/L3 tickets without hand-holding, reduce your team's escalation load, and communicate clearly with end clients — let's talk.