Keyner Bonilla

I am Keyner Bonilla, an Electronic Engineer, as a Technical Support Specialist, I provide specialized technical support to premier customers who have purchased support contracts in addition to their licenses. I handle critical situations with a sense of urgency, ensuring minimal downtime and maximum customer satisfaction. I have expertise in Microsoft technologies, including Exchange Online, Microsoft Defender for Office 365, Azure Active Directory, Microsoft Purview, Outlook, and hybrid environments. I deliver timely and effective break and fix solutions, advisory services, and root cause analysis for issues related to these technologies. I also collaborate closely with cross-functional teams to escalate and resolve complex technical issues, exceeding customer expectations. 🖥️ Operating Systems & User Support Windows 10/11, (advanced support) Microsoft 365 (Outlook, Exchange Online, Security and Compliance, Azure AD, Power Apps. Power Automate) Active Directory (user account management, group policies, Password policies, Groups management) Remote desktop tools (RDP, AnyDesk, TeamViewer, LogMeIn) 🛠️ Hardware & Peripherals PC and laptop troubleshooting (Dell, HP, Lenovo) Printer/scanner setup and support (HP, Canon, Ricoh) Mobile device support (iOS, Android – MDM tools like Intune) Hardware upgrades (RAM, SSD, BIOS updates) 🌐 Networking Basics IP/TCP, DNS, DHCP troubleshooting Basic router/modem configuration Wi-Fi connectivity issues Access Points configurations (Linksys, Ubiquiti) VPN setup and support (GlobalProtect) 💼 Enterprise Tools & Software Ticketing Systems (ServiceNow, Dynamics For Microsoft) Remote support tools (Zoho Assist, Log me In, Quick assist) Asset tracking tools 🔐 Security & Access Control Password resets, MFA (Microsoft Authenticator, Google Auth) Conditional access policies. Antivirus and endpoint protection (Defender) Microsoft Security Defender for Ofice 365 Microsoft Purview Compliance 🔄 Scripting & Automation (Optional for L2) Intermediate PowerShell scripting Batch file creation for task automation Familiarity with CMD and shell commands 🧠 Troubleshooting & Diagnostics Event Viewer log checks Software installation/configuration Performance tuning (startup apps, services, memory usage) ✅ Soft & Interpersonal Skills (Mention Briefly) Clear communication with non-technical users Fast issue resolution under pressure Customer-first mindset Documentation and follow-up Team work oriented.