Eriberto Perez

Service Desk Engineer @Capital Network Solutions

US

Deliver Tier I/II remote support in a 24 × 7 MSP environment, closing 50 + tickets weekly via the ConnectWise CRM while meeting SLA targets. Administer Microsoft 365, Azure AD / Entra ID, Intune, Exchange Online, and VPNs; Manage user lifecycle, MFA, and compliance policies Monitor endpoints and network health with SolarWinds N‑central; analyze alerts, follow escalation paths, push patch updates, and communicate status to clients during outages. Create and maintain SOPs, runbooks, and knowledge‑base articles in IT Glue, reviewing quarterly to capture process changes. Mentor new technicians on troubleshooting methods, customer communication, and documentation best practices. Large-scale onboarding/offboarding projects: created user accounts, mailboxes, and access across Active Directory, Azure AD, Okta/SSO, and business apps for new acquisitions. Hardware refresh: coordinating deployment of new laptops or desktops to users, including imaging with Autopilot/MECM and transferring user profiles and data. Microsoft 365 Migration: assisted with moving an organization from on-premises or legacy platforms (Exchange, file servers, collaboration tools, device management) into the Microsoft 365 ecosystem while maintaining security, compliance, and minimal disruption to users. Intune Policy Maintenance – Security Baselines, Compliance Policies & Applications: Added or retired applications from deployment groups. Updated documentation for support staff, and trained Tier 1 helpdesk on common enrollment issues and remediation steps. MFA & Conditional Access Deployment: Assisted in rolling out MFA to multiple clients and users in the form of Microsoft Authenticator. Monitored conditional access reports for blocked sign-ins or policy failures. Updated SOPs with new sign-in procedures, helpdesk troubleshooting steps, and break-glass account management, and trained Tier 1 staff to handle MFA enrollment and lockout issues.

CourseCareers

IT Professional