Summary

IT Support Specialist & SaaS Technical Support Engineer with 6+ years supporting cloud-based applications, identity platforms, and enterprise end users. Troubleshoots across Windows/macOS, SaaS platforms, SSO/MFA, Okta & Entra ID (Azure AD), API issues, and Tier-2 incidents. Strong communicator with high CSAT, clear documentation, and cross-team collaboration with Engineering, Security, and DevOps. Currently studying: AWS Solutions Architect Associate (SAA-C03).

Core snapshot

SaaS Support: APIs • integrations • logs • error triage • browser debugging

IAM & Security: Okta • Entra ID • SAML • SCIM • MFA • RBAC • access reviews

Cloud Concepts: AWS basics (EC2, S3, IAM, CloudWatch)

IT Support: Windows/macOS • device troubleshooting • account provisioning • O365/GWS

Tools: Jira • Zendesk • Freshdesk • Salesforce • Postman • Confluence • Splunk (basic)

Networking: VPN • DNS • DHCP • TCP/IP • SSL • NAT

Methods: ITIL • SLA management • KB documentation • incident ownership

Experience

SaaS Technical Support Engineer (Tier 1 → Tier 2)

LinkNeural Software, Palo Alto, CA - Remote • Mar 2023 - Present

  • Support SaaS issues, authentication failures, integrations, API errors, and sync conflicts across Windows/macOS, iOS, and browsers.
  • Troubleshoot SSO/SAML/SCIM, MFA failures, and access issues involving Okta, Entra ID (Azure AD), Duo, and Google Workspace.
  • Use Postman, HAR logs, and product logs to reproduce defects; escalate with clear STR, expected vs. actual behavior, and logs.
  • Maintain 95-98% CSAT resolving 30-45 tickets/day with <20 min first response.
  • Partner with Product/DevOps for incidents; assist comms, impact assessments, and post-incident reviews.
  • Authored 40+ KB articles; reduced repetitive tickets by 18% (Q3 2024).

    • Key Achievements:
    ✓ Promoted to Tier 2 after 9 months due to strong technical accuracy and customer satisfaction.
    ✓ Selected to train new hires on API troubleshooting and identity authentication workflows.
    ✓ Received 2024 “Customer Impact Award” for resolving a critical SSO outage affecting 300+ enterprise users.

IT Support Specialist (Hybrid)

LinkNeural Software, Palo Alto, CA • Jan 2020 - Feb 2023

  • Supported 600+ users in mixed Windows/macOS with Jamf, Intune, and Entra ID/Active Directory.
  • Handled identity lifecycle (on/offboarding, access requests, role changes) and MFA enrollment.
  • Troubleshot VPN/DNS/802.1X/SSL; resolved Microsoft 365 (Outlook, Teams, OneDrive) with high FCR.
  • Managed imaging, deployments, rebuilds, BitLocker/FileVault encryption issues.
  • Assisted InfoSec on phishing investigations and basic EDR triage (SentinelOne).

    • Key Achievements:
    ✓ Consistently ranked among top 3 techs by CSAT and SLA compliance.
    ✓ Created onboarding documentation that standardized new-hire device setup and cut onboarding time by 25%.

Technical Support Analyst (Contract)

Enterprise Network MSP, Albuquerque, NM • Jul 2018 - Dec 2019

  • Remote/onsite support for 30+ SMB clients (legal, retail, medical, ecommerce).
  • Resolved Windows 10, printers, networks, VoIP, and O365 tenant configurations.
  • Provisioned users, shared mailboxes, distro groups; configured VPN clients and DNS; assisted with basic firewall rules.

    • Key Achievements:
    ✓ Completed 1,800+ tickets with 96% customer satisfaction.
    ✓ Recognized for rapid troubleshooting and clear customer communication.

Education & Certifications

Skills

Platforms & Tools

  • Windows 10/11 • macOS • O365 • Google Workspace Administration
  • Jira • Zendesk • Freshdesk • ServiceNow • Salesforce
  • Jamf • Intune • BitLocker • FileVault
  • Remote Support: RDP • TeamViewer • AnyDesk
  • Postman • Browser Dev Tools • Splunk (basic)

Identity & Security

  • Okta • Entra ID (Azure AD) • SAML • SCIM • MFA • RBAC • access reviews
  • Phishing response support • basic EDR triage (SentinelOne)

Cloud & Networking

  • AWS fundamentals (EC2, S3, IAM, CloudWatch)
  • VPN • DNS • DHCP • TCP/IP • SSL

Scripting

  • Basic PowerShell and Bash for troubleshooting and simple automation (e.g., checks, log collection).

Methodologies

  • ITIL ticket handling • SLA adherence • KB documentation • incident ownership

Selected Projects

Mini Cloud Lab (Self-Study)

  • Built AWS lab with EC2, S3, IAM least-privilege roles, and CloudWatch alerts; deployed a small Lambda + API Gateway demo.

Identity Automation Lab

  • Configured Okta → AWS SSO integration in a practice tenant; practiced SAML flow debugging with browser tools.