Rodrigo Manuel B.

Bilingual (native Spanish, fluent English) IT Support Engineer who can run a Spanish-language helpdesk and administer Microsoft 365, Intune and Entra ID for MSPs and growing businesses. Three years supporting a regulated pharma environment under GDPR, so sensitive data and strict access controls are routine for me, not new. I am an EU citizen and work remote on flexible hours, with comfortable coverage of US business hours and European afternoons. I have 3+ years across two MSP environments: an international pharma company (500+ users across 8 countries, a full Windows Autopilot migration into Intune, 160+ tickets a month with a 30% drop in resolution time) and a UK MSP where I administer 30+ client tenants using GDAP delegated access. What I handle day to day: Microsoft 365 administration: Exchange Online, Teams, SharePoint, OneDrive, licensing, tenant migrations Microsoft Intune and Windows Autopilot: zero-touch provisioning, compliance baselines, MDM enrollment Entra ID (Azure AD): Conditional Access, MFA, SSO, identity lifecycle, hybrid identity with Entra Connect Active Directory and Group Policy, VPN setup and remote user onboarding, endpoint management Email authentication: SPF, DKIM, DMARC across multiple client domains Multi-tenant MSP operations: GDAP delegated admin across 30+ tenants, PowerShell, PSA and RMM workflows (ConnectWise, Datto RMM), ServiceNow ticketing and SLA tracking Clear documentation and runbooks so the next person can follow the process Why MSP and SMB clients keep working with me: Real multi-tenant MSP background. I know how GDAP, PSA and RMM workflows run in production, so there is little ramp-up. Regulated industry experience. Three years inside a pharma company under GDPR means I understand audit trails, change control and compliance documentation. Trilingual: English (fluent), Spanish (native), Portuguese (professional). Direct value for MSPs serving LATAM, Iberia or multilingual teams. L1 and L2 helpdesk with ticket queue ownership. I respond quickly during my coverage hours and communicate status clearly. Certifications: CompTIA A+ | ITIL v4 Foundation | Microsoft AZ-900 Send me a short note about your environment (number of users, current pain point, tools in place) and I will reply with whether I am a good fit and how I would approach it.