Help desk & desktop support
9- Tier 1 / Tier 2 support
- Service desk operations
- End-user support
- Deskside & remote support
- RDP, TeamViewer, AnyDesk
- Hardware & software troubleshooting
- Printers & peripherals
- User onboarding & training
- Customer service
PS> Get-Skills
The toolkit I bring to the service desk
Microsoft & endpoints
15- Windows 10/11
- Windows Server
- Active Directory (ADUC)
- Group Policy (GPO)
- Microsoft 365 admin center
- Exchange Online
- Teams
- SharePoint
- OneDrive
- Intune (basic)
- Imaging & deployment
- Bulk software deployment
- BitLocker
- Hyper-V
- VMware
Networking & security
14- TCP/IP
- DNS
- DHCP
- LAN/WAN
- Wi-Fi
- VPN
- Routing & switching
- Proxy server
- Network troubleshooting
- Access control
- MFA
- Endpoint security & antivirus
- Patch management
- Data confidentiality
ITSM & ITIL
9- ITIL v4 practices
- Incident, problem & change
- Service requests
- ServiceNow
- Jira Service Management
- SLA management
- Triage & escalation
- Root cause analysis
- KB articles & SOPs
Scripting & documentation
4- PowerShell
- CMD & batch scripting
- Technical documentation
- Reporting to management
PS> Unlock-ADAccount -Identity jdoe PS> gpupdate /force User Policy update has completed successfully.
IT asset & license management
6- Asset lifecycle, procurement to retirement
- Asset tagging & inventory
- Software asset management (SAM)
- License compliance
- Microsoft 365 licensing
- Vendor & procurement coordination