Jhoandri Ferrer

• Delivered end-to-end Level 1, Level 2, and Level 3 IT support in enterprise and multinational environments.
• Managed incidents, service requests, problems, and changes using ServiceNow, ensuring strict compliance with SLA, TMA, ITIL, and corporate governance standards.
• Acted as an escalation point for complex technical issues and critical incidents.
• Administered Active Directory (2012/2016/2019/2022), including user lifecycle management, group membership, GPOs, access provisioning, and permissions.
• Managed identities and access through Azure Active Directory (Entra ID), including MFA, Conditional Access, SSO, and license management.
• Provided advanced support for the Microsoft 365 ecosystem, including Exchange Online, Teams, SharePoint, OneDrive, Intune, Microsoft Defender, Excel, Word, PowerPoint, and Outlook.
• Supported Azure cloud environments, assisting with Virtual Machines, Storage Accounts, Networking, RBAC, and hybrid infrastructure.
• Performed endpoint and device management using Microsoft Intune, SCCM (MECM), Group Policy (GPO), and MDM solutions.
• Installed, configured, updated, and troubleshot software using MSI/EXE installers, PowerShell scripts, and automated deployment tools.
• Supported Windows environments (Windows 7, 10, 11) and provided cross-platform support for macOS and Linux.
• Utilized remote support tools such as RDP, AnyDesk, TeamViewer, Quick Assist, and VPN solutions.
• Monitored infrastructure, endpoints, and services using Azure Monitor, Event Viewer, dashboards, and internal monitoring platforms.
• Provided support for corporate applications, ERP/CRM systems, web-based platforms, and internal business tools.
• Assisted with network and connectivity support, including TCP/IP, DNS, DHCP, VPN, Wi-Fi, and firewall access requests.
• Applied IT security best practices, including endpoint protection, antivirus, patch management, MFA, and access reviews.
• Created and maintained technical documentation, SOPs, and knowledge base articles within ServiceNow.
• Collaborated closely with Infrastructure, Cloud, Network, and Security teams to resolve high-impact incidents and implement improvements.
• Focused on service excellence, automation, continuous improvement, system stability, and user satisfaction.

• Delivered end-to-end Level 1, Level 2 IT support in enterprise and multinational environments, ensuring operational stability and high user satisfaction.

• Managed full incident lifecycle within ServiceNow, including ticket creation, categorization, prioritization, assignment, escalation, resolution, and closure in compliance with SLA, TMA, and ITIL frameworks.

• Created and managed Service Requests (SR), access requests, onboarding/offboarding processes, hardware and software requests, and Change Requests (RFC).

• Performed ticket triage, impact analysis, root cause investigation, and proactive incident management to minimize business disruption.

• Managed Problem Management processes, documented known errors, and implemented preventive solutions.

• Created and maintained Knowledge Base articles, SOPs, and technical documentation within ServiceNow.

• Provided multilingual technical support and documentation in English, Spanish, and Portuguese for global enterprise users.

• Installed, configured, deployed, upgraded, and troubleshot enterprise software across Windows environments.

• Managed software deployment using MSI/EXE packages, Microsoft Intune, SCCM (MECM), Group Policy (GPO), and PowerShell scripting.

• Performed application patching, compatibility testing, version control, and post-installation validation.

• Supported installation and configuration of Microsoft 365 applications, VPN clients, security software, device drivers, and corporate business applications.

• Administered Microsoft 365 environment, including Exchange Online, Outlook, Microsoft Teams, SharePoint Online, OneDrive for Business, Intune, Microsoft Defender, and Microsoft 365 Admin Center.

• Managed user accounts, shared mailboxes, distribution groups, Microsoft 365 groups, and license assignments.

• Configured and troubleshot email flow, mail delivery failures, spam filtering, quarantine management, and authentication protocols including DKIM, SPF, and DMARC.

• Implemented and managed Multi-Factor Authentication (MFA), Conditional Access policies, Single Sign-On (SSO), and Role-Based Access Control (RBAC).

• Administered SharePoint site collections, document libraries, permissions, and external sharing policies.

• Supported Microsoft Teams configuration, meeting policies, collaboration tools, and voice features.

• Managed OneDrive synchronization issues, storage allocation, and data recovery processes.

• Administered Active Directory (Windows Server 2012/2016/2019/2022), including user lifecycle management, group memberships, GPO configuration, NTFS permissions, access provisioning, and domain management.

• Managed hybrid identity environments integrating on-premises Active Directory with Microsoft Entra ID (Azure Active Directory), including Azure AD Connect synchronization.

• Assisted in Azure cloud administration including Virtual Machines, Storage Accounts, networking configurations, RBAC assignments, monitoring, and hybrid infrastructure support.

• Performed endpoint and device management using Microsoft Intune, SCCM (MECM), Group Policy, and enterprise MDM solutions.

• Supported Windows 7, 10, and 11 operating systems, as well as macOS and Linux environments.

• Performed operating system installations, system imaging, updates, patch management, and performance optimization.

• Delivered hardware troubleshooting and maintenance for laptops, desktops, and mobile devices (Android and iOS).

• Diagnosed and replaced faulty hardware components including RAM, HDD/SSD, power supplies, motherboards, and peripherals.

• Installed and configured printers, scanners, handheld devices, docking stations, and corporate peripherals.

• Troubleshot network and connectivity issues involving TCP/IP, DNS, DHCP, VPN, Wi-Fi, firewall access requests, and remote access solutions.

• Utilized remote support tools including RDP, AnyDesk, TeamViewer, Quick Assist, and enterprise VPN technologies.

• Monitored infrastructure, endpoints, and cloud services using Azure Monitor, Event Viewer, dashboards, and internal monitoring platforms.

• Applied enterprise security best practices including endpoint protection, antivirus management, vulnerability remediation, patch compliance, MFA enforcement, and periodic access reviews.

• Ensured compliance with corporate governance policies, internal security standards, and regulatory requirements.

• Collaborated with Infrastructure, Cloud, Network, and Security teams to resolve high-impact incidents and implement continuous improvement initiatives.

• Focused on automation, operational efficiency, service excellence, system stability, and business continuity.

• Provided Level 1 and Level 2 technical support in corporate IT environments, delivering remote and on-site assistance to end users.
• Managed incidents, service requests, and access requests using modern ITSM and ticketing tools (corporate internal systems, Jirabased platforms, Freshservice, Zendesk-like tools).
• Administered Active Directory (2012/2016+), including user provisioning, group management, access control, password resets, and license assignment.
• Supported Microsoft 365 ecosystem, including Outlook, Teams, OneDrive, SharePoint, Exchange Online, Excel, Word, and PowerPoint.
• Worked with Azure / Azure Active Directory (Entra ID) for identity management, user access, and cloud-based services.
• Performed software installation, configuration, patching, and updates using tools such as SCCM, Intune, MSI/EXE installers, and corporate deployment systems.
• Provided support for Windows environments (Windows 7, 8, 10) and basic macOS support.
• Used remote support tools such as AnyDesk, TeamViewer, Remote Desktop (RDP), Quick Assist, and VPN solutions.
• Monitored systems and services using corporate monitoring tools (event viewers, dashboards, internal monitoring platforms).
• Supported internal corporate applications, ERP/CRM systems, and web-based business tools.
• Managed user access to shared resources, file servers, network drives, printers, and corporate systems.
• Documented incidents, resolutions, and procedures following ITIL best practices.
• Collaborated with infrastructure, network, and security teams to resolve complex technical issues.
• Maintained strong focus on service quality, security, compliance, and operational continuity.