Roy M.

IT professional with over 10 years of experience in the IT industry, with a strong background in Managed Service Provider (MSP) environments, IT Helpdesk and Service Desk operations, User Access Management, and Citrix Administration. I specialise in providing technical support and managing IT services across diverse client environments. My experience includes Microsoft 365, Active Directory, Entra ID, Intune, Windows environments, Citrix Cloud, Citrix Virtual Apps and Desktops, FSLogix, RMM and PSA platforms, endpoint security, networking, and user access administration. Throughout my career, I have supported users across different regions and business environments, troubleshooting hardware, software, access, application, and virtual desktop issues while ensuring incidents and service requests are properly documented, prioritised, and resolved within agreed service levels. My strengths include technical problem-solving, user support, access management, incident troubleshooting, documentation, escalation management, and working effectively with both technical teams and end users. I enjoy understanding the root cause of issues, finding practical solutions, and continuously improving the way IT services are delivered. I am currently focused on opportunities in IT Helpdesk, Service Desk, Citrix Administration, User Access Management, and Microsoft cloud and endpoint technologies, where I can apply my technical experience to support reliable and efficient IT operations.