Christopher Brian B.

Hi, I am a Top Rated Plus IT Helpdesk Analyst and Customer Support Specialist with over 16 years of hands-on experience in tech support and customer care. I have worked for several MSPs in the US and Australia, and I have a strong background in IT support and a proven track record of delivering exceptional customer service. I developed a deep understanding of various IT systems, troubleshooting methodologies, and best practices for providing technical assistance to users across different levels of expertise. I am eager to contribute my skills and expertise to help drive your IT support initiatives forward and contribute to the overall success of your organization. I am confident in my ability to contribute effectively to your team and help uphold your organization's commitment to excellence. Moreover, I am highly adaptable and thrive in fast-paced environments where I can utilize my multitasking skills to prioritize tasks effectively and meet deadlines consistently. I want to show you my dedication, work ethic, and knowledge in this field. Highlights of my background include: • Serve as the first point of contact with customers who need technical assistance through various channels - phone, email, and chat. I diagnose, troubleshoot, and resolve technical hardware and software issues. • Proficient in providing technical assistance and customer support for computer systems, hardware, and software. • Microsoft Azure Administration - Entra ID, Virtual Machines, Virtual Networking, Storage. • Office 365 Administration - Microsoft 365, Outlook, Onedrive, Sharepoint. • Windows Server - Active Directory, Group Policy, Patch Management • Windows Server file and storage management: shared folders, NTFS permissions, disk space, and backup and recovery. • Ticketing system - ServiceNow, Jira, Crisp, FreshService, Intercom, Salesforce, and Zendesk. • RMM Tools - Atera, Syncro, and ConnectWise. • Network troubleshooting: TCP/IP, DNS, DHCP, VPN, and connectivity issues for Windows environments. • Accounting Software - QuickBooks • Mobile Support: Mobile device management (MDM), multi-factor authentication (MFA), and support for iOS and Android devices. iOS device management with Jamf Pro. • Network monitoring tools - SolarWinds, Meraki Dashboard, Aruba. • Remote Application - TeamViewer, GoToAssist, Remote Desktop, N-able, and Bomgar • Email Security Solutions - Mailguard, MailProtector, and Mimecast • VPN Applications - Sophos, Pulse Secure, Global Protect, and Windows VPN • Applications - QuickBooks, Adobe • Knowledge Base - Confluence, IT Glue. • Virtualization Platform - Citrix • Network Printer and IP Camera Support: Setup, configuration, and troubleshooting of network printers and IP cameras. • Google Workspace Administration: Gmail, Google Drive, Google Calendar, and Google Meet. • Provision RSA Tokens for VPN/remote access to end-users and assist with VPN-related issues. • Alerts Monitoring - Network Monitoring, Server/Infrastructure, Telephony Monitoring • Proficient in Networking, Remote Desktop Support, Application Support. • VoIP - Elevate UC, RingCentral, and 3CX • Coordinate incident, resolution, and service request completion with the Resolver Team and Vendor. • Maintain technical documentation and service catalog on installation, configuration, and problem troubleshooting. • Provide updates/information to end-users regarding the status of their incidents or service requests. • Keep the problem record updated promptly and document known errors and resolution plans. • Quick learner who can translate complex ideas and processes into technical facts or persuasive non-technical presentations. • Excellent organizational skills and ability to prioritize workload • Attention to detail and precision, solid work ethic concerning meeting deadlines, and reliability. • Excellent communication and interpersonal skills • Diagnostic, Problem Solving & Time Management skills • Ability to manage multiple tasks simultaneously • Detail-oriented & able to work independently • Able to work independently and efficiently to meet deadlines. • Able to promptly answer support-related emails, phone calls, and other electronic communications. • Self-motivated, detail-oriented, and organized. I have a quiet, professional work environment at home and fast Internet - 600 Mbps. I am available for a full-time/part-time position and am ready to assist in solving any problems. Thank you for considering my application. I am excited to bring my skills and experience to your team, and I am confident that I can make a valuable contribution to your organization. I look forward to the possibility of contributing to your team. Best Regards, Chris