Juwan Karlo M.

I am a CompTIA Network+ and Microsoft AZ‑900 certified IT professional with proven experience delivering Level 2 support for SMB clients. I specialize in managing escalated tickets from assignment through resolution, ensuring proactive endpoint maintenance and HIPAA‑compliant security practices. My expertise spans device onboarding, Azure administration, advanced threat monitoring, and daily manual QA testing, backed by a strong commitment to clear documentation and client‑focused solutions. Core Skills & Certifications • CompTIA Network+ Certified Professional • Microsoft AZ-900 Certified (Azure Fundamentals) • Advanced L2 ticket escalation and resolution • Proactive patch deployment and health checks via N-Sight RMM • Disk scanning and remediation with SentinelOne • Azure password resets and MFA configuration • Email threat monitoring through IronScales • HIPAA-compliant endpoint and email security • Manual QA testing: test case execution, defect reporting, validation • Development and maintenance of internal knowledge-base articles