Professional Summary Dedicated and results-oriented IT Support Engineer with 15 years of experience in the BPO industry, providing end-to-end technical support for hardware, software, and network systems. Skilled in system deployment, patch management, endpoint security, and user administration within enterprise environments. Earned several internal IT certifications that strengthened technical knowledge in endpoint management, cybersecurity, and network operations. Hands-on experience handling basic network configurations, including VLAN changes and Cisco switch reconfiguration. Proficient in managing Active Directory, Group Policy, and software deployment tools such as SCCM, BigFix, and PDQ Deploy. Demonstrates strong troubleshooting skills, adaptability, and a commitment to maintaining efficient, secure IT infrastructure. Core Technical Skills System Administration & Support Technical support for software, hardware, and operating systems Microsoft OS management and troubleshooting (Windows 10/11) Basic Linux administration (Ubuntu, RedHat, Fedora, Kali) On-premises Active Directory: manage users, groups, and computers Understand and apply Group Policy for system and security configurations Basic understanding of DNS and DHCP Basic scripting and automation using PowerShell Software Deployment & Patch Management Experienced with BigFix, SCCM, and PDQ Deploy for imaging, deployment, and patching Knowledgeable in endpoint compliance and software version control Networking & Infrastructure Experience in VLAN configuration and Cisco switch reconfiguration Familiar with Cisco IOS commands (L2/L3) and network simulation via GNS3 Knowledgeable in VOIP systems and experienced with Avaya ASA Cybersecurity & Endpoint Protection Basic understanding of cybersecurity concepts and endpoint protection measures Hands-on experience with Cortex, Microsoft Defender, and CrowdStrike for remediation and endpoint management Cloud & Automation Basic knowledge of Microsoft Azure cloud environment Basic automation workflows using Microsoft Power Automate Remote Support & IT Service Management Remote tools: Bomgar, Zoho Assist, TeamViewer ITSM platforms: Remedy, ServiceNow Monitoring & Reporting Dashboard reporting and monitoring using DOMO Certifications & Training Internal IT Certifications in: Endpoint Management Cybersecurity Awareness Network Fundamentals Cloud Basics (Microsoft Azure) Key Strengths Strong troubleshooting and analytical thinking Effective communicator with proven support experience in global BPO environments Skilled in maintaining system uptime, endpoint health, and operational compliance Dedicated to continuous learning and improvement in IT technologies