Service Desk Lead

Documentation & Process Management Creating IT documentation and knowledge base articles Managing internal IT pages using Notion Building IT workflows and support documentation Organizing IT processes for better efficiency

Technical Support & Problem Solving Strong troubleshooting and analytical skills Experience handling tickets and user issues Ability to explain technical problems clearly Works well independently or with a team I have hands-on experience in desktop support and basic IT troubleshooting, gained through daily technical support tasks and continuous learning. I am knowledgeable in diagnosing and resolving common computer issues such as slow performance, disk space problems, software installation, driver issues, printer and scanner setup, and basic network connectivity concerns. I am familiar with Windows operating systems, including navigating system settings, managing user accounts, cleaning temporary files, and performing basic troubleshooting steps to improve system performance. I also have experience assisting users with email setup, Microsoft Office applications, and basic hardware troubleshooting such as cable checking, device reconnection, and peripheral configuration. In addition, I have experience handling IT support requests, documenting issues, and following proper troubleshooting procedures. I am comfortable communicating with users to understand their concerns and providing step-by-step guidance to resolve technical problems. I continuously seek to improve my knowledge by asking questions, researching solutions, and applying best practices in desktop support.

Linux Server Administration Experience I have hands-on experience in setting up, configuring, maintaining, and managing Linux servers for production and internal use. I am familiar with handling server environments used for hosting applications, services, and internal systems. Core Linux Server Skills Server Setup & Deployment Installation and initial setup of Linux servers (Ubuntu / CentOS) Basic server hardening and security configuration User and permission management SSH access configuration and key-based authentication Directory and file permission management System Configuration Configuration of system services and dependencies Managing firewall rules (UFW / firewalld) Setting up cron jobs for automated tasks Network configuration and troubleshooting DNS and domain-related configuration support Server Maintenance & Monitoring Regular system updates and patching Monitoring disk usage, memory, and CPU performance Cleaning logs and optimizing storage usage Troubleshooting system errors and service failures Backup verification and basic recovery procedures Application & Service Support Hosting internal tools or applications Supporting web services and backend systems Basic web server configuration (Apache / Nginx) Troubleshooting service downtime or access issues Security & Reliability Applying security updates and best practices Managing user access and permissions Monitoring unusual activity Ensuring system uptime and stability Work Approach Detail-oriented and organized in server management Comfortable working independently Strong troubleshooting and problem-solving skills Experience supporting production and internal environments

Microsoft 365 / IT Support Experience Summary I have extensive hands-on experience providing technical support and administration for Microsoft 365 environments, supporting end-users, resolving issues, and maintaining system reliability in a corporate setting. Key Areas of Experience: Microsoft 365 Administration User account creation, modification, and access management License assignment and troubleshooting (Exchange, Outlook, OneDrive, SharePoint, Teams) Password resets and account recovery Managing user permissions and access levels Troubleshooting login and authentication issues Email & Exchange Online Support Resolving email delivery issues (bounce backs, delays, spam filtering) Troubleshooting Outlook desktop and web access issues Configuring mailboxes and shared mailboxes Assisting with email migration and domain-related concerns Diagnosing MX, SPF, DKIM, and DNS-related email problems Microsoft Teams & Collaboration Tools User access setup and permissions Troubleshooting Teams login, call, and chat issues Supporting file sharing via OneDrive and SharePoint Assisting users with collaboration and file access problems

Systems Administration – Experience I have hands-on experience in Systems Administration, supporting IT infrastructure, servers, cloud services, and end users. I am responsible for building, configuring, maintaining, and supporting systems that ensure smooth daily operations and reliable IT services. Server Setup & Configuration Built and configured Linux servers from scratch (Ubuntu/CentOS) Performed server hardening, updates, and routine maintenance Configured system services, user access, and permissions Managed storage, logs, and performance optimization Implemented scheduled updates and monitoring Virtual Machine (VM) Setup & Maintenance Created and managed virtual machines for internal systems Performed VM maintenance, updates, and troubleshooting Ensured system stability and uptime Supported testing and production environments Microsoft 365 Administration Administered Microsoft 365 users and licenses Managed user accounts, permissions, and access levels Handled password resets and security-related issues Supported Outlook, OneDrive, Teams, and SharePoint Assisted in tenant management and troubleshooting Exchange Administration Managed Microsoft Exchange Online Troubleshot email delivery issues and mail flow problems Configured mailboxes, shared mailboxes, and aliases Assisted with domain, MX, SPF, DKIM, and DNS-related email concerns Active Directory (AD) Administration Managed Active Directory users and groups Performed AD delegation and permission assignments Handled account provisioning and access control Assisted in maintaining proper security structure IT Infrastructure Setup Assisted in setting up IT infrastructure for offices and internal systems Supported network connectivity and access control Coordinated system access based on business requirements Ensured systems aligned with operational needs Microsoft 365 to Gmail Migration Assisted in email migration from Microsoft 365 to Google Workspace Helped with account setup, mailbox migration, and validation Ensured minimal downtime during migration Provided post-migration support and troubleshooting Notion Administration Created and managed Notion pages for IT operations Built IT Service Desk pages and documentation Organized ticketing and internal knowledge base Structured workflows for IT support tracking Work Style & Strengths Strong troubleshooting and analytical skills Organized and detail-oriented Can work independently with minimal supervision Experience supporting both technical and non-technical users Reliable in handling production systems and sensitive access

Active Directory (AD) Administration – Experience I have hands-on experience managing and supporting Active Directory environments, handling user access, security, and organizational structure to ensure smooth and secure IT operations. Active Directory Management Created, modified, and disabled user accounts Managed user groups, security groups, and distribution groups Assigned and maintained proper access permissions based on roles Performed Active Directory delegation for controlled access management Handled password resets, account unlocks, and access issues User & Access Control Implemented role-based access control (RBAC) Ensured proper permission assignment for files, folders, and systems Maintained least-privilege access policies Assisted in onboarding and offboarding of employees Directory Structure & Maintenance Managed Organizational Units (OUs) Maintained clean and organized AD structure Performed routine checks to ensure account accuracy Assisted in auditing and access reviews