Samuel Webster

IT Support Specialist | Microsoft 365 | Desktop & Service Desk Support

IT Support Specialist with hands-on enterprise experience supporting Windows, Microsoft 365, Active Directory, Entra ID, MFA, VPN/Citrix, endpoint, software, and access issues in a high-volume service desk environment.

Experienced with remote troubleshooting, ticket management, Intune, SCCM/software deployment issues, Outlook troubleshooting, log analysis, and escalating complex incidents with clear documentation.

Currently building toward Tier 2 IT Support, Desktop Support, Microsoft 365, and Systems Administration roles.

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Professional headshot of Samuel Webster

Experience

Enterprise IT support across Microsoft 365, identity, endpoints, and service desk operations

Title

Computer Client Support Analyst

Company

Pacific Gas and Electric Company

Microsoft 365 Active Directory / Entra ID Intune & SCCM Windows Registry Tier 1/2 IT Support
Summary
  • Provide enterprise IT support in a high-volume service desk environment, handling 35-50 user issues per day involving Windows, Microsoft 365, account access, MFA, VPN/Citrix, software, and endpoint problems.
  • Troubleshoot Microsoft 365 and Outlook issues, including profile resets, OST file rebuilds, rules, add-ins, authentication problems, and application configuration.
  • Support identity and access issues using Active Directory and Microsoft Entra ID, including account troubleshooting, MFA, SSO, and Windows authentication.
  • Use Impero remote support tools to connect to user workstations, reproduce issues, review configurations, and perform hands-on troubleshooting.
  • Perform advanced Windows troubleshooting using Registry Editor, system logs, and configuration settings to diagnose and resolve endpoint and application issues.
  • Troubleshoot endpoint and software deployment issues using Microsoft Intune, SCCM, and internal software distribution tools, including failed installations and application availability problems.
  • Review system and application logs to identify likely causes, determine appropriate troubleshooting steps, and decide when incidents require escalation.
  • Triage and escalate complex incidents to Tier 2/3, application, access, or infrastructure teams with clear documentation of symptoms, troubleshooting performed, user impact, and next steps.
  • Document incidents and resolutions in BMC Remedy ITSM while maintaining strong customer service, resolution speed, and documentation quality.

Skills

Technical support skills across SaaS, identity, endpoint, and customer workflows

Grouped around the tools, troubleshooting patterns, and communication skills used in enterprise support and ongoing technical learning.

Support Tools

BMC Remedy ITSMServiceNowMicrosoft 365OutlookTeamsActive DirectoryMicrosoft Entra IDvSphereRemote support toolsAternityInternal knowledge bases

Technical Support

Windows troubleshootingMFA/2FASSOWindows AuthenticationActive Directory account supportEntra ID user supportVPN troubleshootingCitrix troubleshootingPalo Alto GlobalProtect supportMicrosoft 365 supportSAP supportEndpoint troubleshootingBusiness application supportLog AnalysisTicket triageEscalation documentationKnowledge base article editsTechnical writing

Customer Support

Phone supportChat supportEmail supportHigh-volume ticket handlingCustomer de-escalationClear documentationIssue triageFollow-upProcess adherenceRemote supportInternational customer communication

SaaS & Product Support

REST APIsPostmanJSONHTTP MethodsHTTP Status CodesAPI AuthenticationSQLBug ReproductionTechnical DocumentationCodexPythonAWS

Projects

Technical Documentation and Projects

Read the project documentation directly on the site. Use the carousel controls to move through each page, or open the full PDF in a new tab.

Current Project Troubleshooting a Broken Web3Forms Contact Form API Submission
1 / 11 Open PDF
Web3Forms contact form API troubleshooting PDF page 1

Certifications

Professional certifications across IT support, SaaS technologies, APIs, and cybersecurity.

Selected credentials and completed learning paths across IT support, cybersecurity analysis, and hands-on security simulations.

Work With Me

Support for hiring teams, small businesses, and documentation projects

Employers

Technical Support Roles

Looking for a Technical Support Specialist, Product Support Specialist, or SaaS Support professional with enterprise help desk experience, strong customer communication, and growing API troubleshooting skills?

View My Experience
Small Businesses

Remote IT Support

Need reliable remote IT support for Microsoft 365, Windows, account access, MFA, employee onboarding, and everyday technical issues?

Remote support for small businesses that need dependable IT help without hiring a full-time technician.

Get Remote IT Support
Technical Writing

Documentation Projects

Need clear troubleshooting guides, knowledge base articles, bug reports, API walkthroughs, or technical documentation?

Discuss a Writing Project

Contact

Let’s Work Together

Whether you are hiring for a technical support role, need reliable remote IT support for your small business, or want help improving your technical documentation, I would be glad to hear from you.

I provide remote IT support for small businesses, including troubleshooting Windows, Microsoft 365, email, account access, MFA, software issues, endpoint problems, and other day-to-day technical needs.

I am also available for freelance technical writing and documentation projects, as well as full-time opportunities in Technical Support, SaaS Support, Product Support, IT, and cybersecurity.

For business IT support inquiries, please include a brief description of your company, the number of employees or devices you need support for, and the types of technical issues you commonly experience.

LinkedIn linkedin.com/in/samuel-aaron-webster GitHub github.com/samthecyberguy Email samthecyberguy@protonmail.com Blog samthecyberguy.blogspot.com