Skill Development and Expertise

Core IT & Support

• Tier 1 and Tier 2 Technical Support

• Incident and Ticket Management (ServiceNow, Zendesk, Jira)

• Remote Desktop and End-User Support

• Hardware and Software Troubleshooting

Operating Systems & Platforms

• Windows, macOS, Linux

• iOS and Android

• Microsoft 365, Google Workspace, Apple iWork

Identity, Access & Endpoint

• Active Directory User Administration

• Okta and VPN Fundamentals

• Mobile Device Management (MDM)

• Endpoint Security and Antivirus Tools

Networking Fundamentals

• LAN, WAN, and Wi-Fi Concepts

• DNS and DHCP Basics

Security & Process

• ITIL Framework Awareness

• Secure Configuration and User Education

• Knowledge Base Creation and Technical Documentation

Professional Strengths

• Clear Technical Documentation

• Customer-Focused Communication

• Root Cause Analysis

• Process and Reliability Improvement

Security Governance, Risk & Compliance (GRC)

• Security policy development and documentation
• Risk assessment and prioritization
• Cybersecurity maturity modeling (C2M2)
• CIS Controls and NIST framework alignment
• CVSS-based vulnerability prioritization
• Change control (ITIL-aligned) and patch management program design

Network Design, Cloud & Infrastructure

• Windows Server administration
• LAN design and subnetting
• VoIP integration
• Network topology and cost documentation (CapEx/OpEx)
• AWS cloud security fundamentals
• Docker and container orchestration (Docker Compose)