Abel J.

IT Helpdesk & MSP Support Specialist | Microsoft 365 | ConnectWise | ScreenConnect Hi, I'm Abel! I'm a Top-Rated IT Helpdesk & MSP Support Specialist with 17+ years of hands-on experience supporting businesses, end users, and enterprise IT environments. I help MSPs and businesses reduce ticket backlogs, resolve technical issues efficiently, support end users, and keep IT operations running smoothly. Whether you need ongoing helpdesk coverage, Level 1–2 technical support, Microsoft 365 administration, network troubleshooting, cybersecurity support, remote assistance, or someone who can follow and improve your existing SOPs, I can work as an extension of your IT team with minimal supervision. ### 💻 How I Can Help ✅ Level 1–2 IT Helpdesk & Technical Support ✅ Microsoft 365 Administration & Troubleshooting ✅ Microsoft Entra ID & Active Directory ✅ Exchange Online & Outlook Support ✅ Azure Portal & Cloud Administration ✅ Azure Backup Support ✅ User Onboarding & Offboarding ✅ Account, Password & Access Issues ✅ Windows & Mac Support ✅ Remote Desktop & Endpoint Troubleshooting ✅ RMM Monitoring & Alert Response ✅ Firewall & Network Troubleshooting ✅ SonicWall Firewall Support ✅ Ubiquiti UniFi Network Support ✅ VPN, DNS & Connectivity Troubleshooting ✅ Endpoint Security & Threat Protection ✅ Email Security & Phishing Protection ✅ Dark Web Monitoring & Security Alerts ✅ Backup Monitoring & Disaster Recovery Support ✅ Ticket Management, Escalation & Documentation ✅ IT SOP & Knowledge Base Documentation ✅ End-User & Client Communication ✅ MSP Helpdesk Support ### 🛠️ Tools & Technologies **Microsoft & Cloud:** Microsoft 365 • Azure Portal • Azure Backup • Microsoft Entra ID • Exchange Online • Active Directory • Group Policy • Windows Server • Outlook • DNS **MSP / PSA / RMM / Remote Support:** ConnectWise Manage • ConnectWise Automate • ScreenConnect • NinjaOne • Kaseya • ServiceNow • Jira • BMS • Remote Desktop **Cybersecurity & Email Security:** Huntress • SentinelOne • Avanan • Sophos Central • AppRiver / Zix • Email Threat Protection • Dark Web Monitoring **Firewalls & Networking:** SonicWall • Ubiquiti UniFi • Cisco Meraki • Auvik • Managed Switches • VLANs • VPN • DNS • Firewalls **Backup & Disaster Recovery:** Datto BCDR • Axcient • Azure Backup • Acronis • MSP360 • Backup Radar **Virtualization & Infrastructure:** VMware ESXi • NAS • Windows Server • Managed Switches ### ⭐ Why Work With Me? • **17+ years of professional IT experience** • Experienced working in **MSP and enterprise IT environments** • Strong written and verbal English communication • Excellent customer service and end-user support • Able to explain complex technical issues in simple terms • Comfortable working independently and managing tickets from start to resolution • Experienced with PSA, RMM, remote support, cybersecurity, networking, backup, and documentation platforms • Adaptable to your existing tools, SOPs, workflows, and escalation procedures • Focused on **solving problems and keeping users productive**, not simply closing tickets ### 📜 Certifications ITIL 4 • Google Cybersecurity • ConnectWise • IT Glue • Sophos • Acronis • Cloud Security If you're looking for an experienced IT support professional who can **plug into your existing MSP or IT team and start contributing quickly**, let's discuss how I can help. **Reliable IT Support. Faster Resolutions. Happier Users.**