Daniel A.

As a Certified Microsoft Trainer and Computer Science graduate with 7+ years of enterprise experience, I provide high-tier IT support, technical escalation management, and cloud support. I specialize in bridging deep technical execution across Microsoft 365, Azure, and enterprise application ecosystems with patient, high-touch customer communication. ​Whether you need a senior IT Support Specialist to resolve complex ticket queues, a Technical Lead to manage high-stakes escalations, or a Cloud Engineer to support your M365/Azure environment, I deliver swift, reliable solutions. ​My core Technical & IT Support Capabilities includes: ​L2/L3 Tech & IT Support: Advanced troubleshooting for Windows, Office applications, Exchange Online, MS Teams, SharePoint, OneDrive, and network connectivity issues. ​Cloud & Infrastructure Management: Azure Active Directory/Entra ID management, Identity & Access Management (IAM), cloud security, and multi-cloud networking. ​Application Support & Integrations: Resolving third-party API issues, payment/gateway logs verification, and managing incident, problem, and change requests using ITIL best practices. ​Workflow Automation & Documentation: Utilizing PowerShell to automate routine support tasks and writing clear knowledge base (KB) articles to improve self-service resolution. ​Helpdesk & CRM Proficiency: Managing multi-channel support (ticket, email, live chat, voice) across tools like Zendesk, Intercom, Salesforce, Zoho, and MS Dynamics. ​Why Hire Me? ​Proven Technical Leadership: Former Tech Lead / Subject Matter Expert acting as the final line of escalation for technical support teams and resolving critical client issues. ​Enterprise IT Consulting Background: Experience at top-tier firms, managing IT governance, cloud security compliance (GDPR/NDPR), and enterprise digital migration. ​Certified & Versatile Specialist: Certified Microsoft Trainer (MCT), M365 Teams Admin Associate, Azure Fundamentals, Cybersecurity Foundation, and ITIL/Scrum certified. ​Ready to clear your IT support backlog, stabilize your cloud setup, or elevate your technical helpdesk? Send me a message and let's discuss your project!