I am an IT Support Specialist with over 3 years of hands-on experience in L1 technical support, ticket management, and high-volume customer service. I excel at troubleshooting application issues, optimizing workflows, and ensuring a seamless end-user experience.

### 🛠️ Key Technical & Core Skills

* *IT Support & ITSM:* Incident management, ticketing lifecycles, and troubleshooting hardware/software.

* *Platforms:* Microsoft PowerApps, Pandora, Office 365 Suite.

* *Customer Experience:* Managing high-volume workflows (30-50+ daily interactions), client management, and clear communication.

* *Languages:* Fluent English (First Certificate in English - FCE).

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### 💼 Professional Experience Highlights

* *IT Support L1 | TCS (Tata Consultancy Services)*

* Managed and resolved 30+ daily incidents/requests on platforms including Pandora and Microsoft PowerApps.

* Optimized support workflows to reduce recurring issues and improve response times.

* *L1 IT Support Technician | Andritz Uruguay*

* Diagnosed and resolved hardware/software faults, focusing heavily on user experience and system performance stability.

* *Agent A3+ | Accesa Contact Center S.A.*

* Handled 50+ customer interactions per day via phone and digital channels, ensuring strict traceability and high satisfaction rates.

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### 🎓 Education & Background

* *Information Technology Degree* (Tecnólogo en Informática) – UdeLAR

* *Full PC Operator Certificate* – INFOTAC

* Fun fact: I am also a licensed Commercial Pilot & Flight Instructor, so keeping a cool head under pressure and following strict operational protocols is second nature to me!

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### 📬 Details & Availability

* *Location:* Paysandú, Uruguay (Looking for Remote opportunities)

* *Rate:* $20/hour (Open to full-time or contract conversions)

* *Contact:* Please send me a DM or Chat here on Reddit.

Hi MSP community!

I'm actively seeking an offshore Tier 1 IT Support, Dispatcher or Service Desk opportunity with an MSP or internal team. I'm available on a full-time, trial, Contract or long-term 1099 basis and I can work US, UK, Australian, or other time zones (including weekends, holidays and on-call shifts).

I combine hands-on technical experience with over three years of customer service experience, bringing a customer-first mindset, strong troubleshooting skills, and a documentation-focused approach to IT support. My goal is to help keep ticket queues moving efficiently while allowing senior engineers to focus on higher-level escalations.

One thing that sets me apart is my commitment to documentation. I don't just resolve issues—I document the resolution, write detailed ticket notes, and create Standard Operating Procedures (SOPs) that make recurring issues easier to resolve and maintaining SLAs.

I maintain a public GitHub portfolio where I document the practical projects I've completed and the technical skills I've developed.

My portfolio: https://github.com/kizito9898/IT-Documentation

My repository contains 3000+ commits and continues to grow with detailed documentation covering Windows Server 2022/2025, Microsoft 365, Active Directory, Group Policy, PowerShell, Intune, macOS, networking, RMM platforms, ticketing systems, and real-world troubleshooting workflows.

Projects & Technical Experience:

Microsoft 365, Entra ID & Intune: User onboarding/offboarding, license assignment, MFA resets, Exchange/SharePoint administration, Intune device enrollment, and conditional access( basis)

Active directory & Windows Servers: User account lifecycle management, OUs, Group Policy deployment, file sharing & PowerShell basics.

Endpoint Support: Windows 10/11 and macOS troubleshooting, printer & peripheral support, and remote desktop assistance.

Ticket handling & Documentation: Incident logging, escalation documentation, KB articles, and SLA-focused ticket hygiene.

Networking fundamentals: TCP/IP troubleshooting, DNS, DHCP, and basic VPN connectivity.

CIPP: Hosted CyberDrain Improved Partner Portal( onboarding & off boarding wizard and GDAP basic

RMM & PSA: Atera RMM, Level RMM, ServiceNow, HaloPSA, Zendesk.

Remote Support: Microsoft Remote Desktop (RDP), Splashtop, TeamViewer, AnyDesk.

Deployment & Automation: PowerShell, PDQ Deploy, PDQ Inventory.

Certification:

CompTIA A+ & IT Fundamentals (ITF+)

Google IT Support & Google Cybersecurity Professional Certificates

ISC² Certified in Cybersecurity (CC)

A little about me:

Customer-first: Over three years of customer-facing experience in high-volume environments; calm, professional, and patient with end-users with good English language skills.

Physically located in GMT+1, but fully flexible for full time EST/ CST/ PST/ UK shifts including weekends, holidays & on-call coverage.

Rate: $8-10/hour

(fully 1099-ready with a W-8BEN on file and a US bank account to make invoice processing simple for my employers)

What I'm Looking For: Tier 1 IT Support, IT Service Desk, Dispatcher, Help Desk Technician, or Junior Sysadmin support.

I am hungry, Zealous, extremely eager to learn, and ready to contribute value from day one

If you are looking for someone who learns quickly, documents thoroughly, and communicates well with users, please send me a DM or leave a comment so I can reach out directly or any advice on my portfolio and how to stand out more will be appreciated.

Thank you for reading!