ANAHI ALVIZO
Forney,TX
Summary
IT support professional with various years of experience specializing in Kaseya solutions and Microsoft 365 administration. Progressed into a Lead Technical Support Engineer role, leading support efforts, resolving high-level technical issues, and spearheading process improvements to performance and client satisfaction.
Overview
7
7
years of professional experience
Work History
Lead Technical Support Engineer
Hill & Wilkinson
11.2025 - Current
- Developed and maintained user documentation for support processes, enhancing team efficiency and knowledge sharing.
- Streamlined support ticketing system, improving response times and user satisfaction across different clients.
- Trained new support staff on best practices, fostering a collaborative work environment and boosting team performance.
- Established standard operating procedures for common issues, enhancing consistency in service delivery across the team.
- Organized team meetings to discuss ongoing projects, share knowledge, and troubleshoot complex cases.
- Managed escalated customer issues, ensuring swift resolution and minimal impact on the client relationship.
- Researched and identified solutions to technical problems.
Support Engineer
Hill & Wilkinson
05.2023 - 11.2025
- Diagnosed, troubleshooted, and resolved hardware and software issues.
- Documented and maintained client data in a secure system as well as processes and procedures.
- Interacted with clients via phone, SMS, or email and provided concise step-by-step written/verbal instructions when necessary.
- Utilized and managed various ticketing systems, RMMs, and documentation software such as Freshdesk, Autotask, Datto, IT Glue, and TeamViewer.
- Managing backups at all stages through the utilization of software such Veeam, BackBlaze, and Datto Endpoint Backups.
- Managed user accounts and permissions in various platforms such as Office365 suite, Synology, and Egnyte.
- Performed vulnerability scans and established a best course of action to address any findings.
Customer Service Representative
Walmart
09.2019 - 03.2020
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Upheld quality control policies and procedures to increase customer satisfaction.
Education
Bachelor of Applied Technology - Cybersecurity
Collin College
Frisco, TX05-2024
Associate of Applied Science - Information Systems Cybersecurity
Collin College
Frisco, TX12-2022
Skills
- Microsoft Ecosystem: Exchange Online, Teams, Sharepoint, OneDrive, Azure, Entra ID, Intune, Windows Autopilot, Microsoft Defender
- RMM & Support Tools: Kaseya solutions, Ninja One, Teamviewer
- IAM: User lifecycle management (onboarding/offboarding), access control, MFA, least privilege principles
- Endpoint Management: Windows 10/11, device provisioning and monitoring, patch management, remote troubleshooting
Timeline
Lead Technical Support Engineer
Hill & Wilkinson
11.2025 - Current
Support Engineer
Hill & Wilkinson
05.2023 - 11.2025
Customer Service Representative
Walmart
09.2019 - 03.2020
Bachelor of Applied Technology - Cybersecurity
Collin College
Associate of Applied Science - Information Systems Cybersecurity
Collin College