Erwin Dave Goylan

• Over 10 years of experience in systems analysis, network operations, technical support, and customer service across enterprise and SMB environments, including Microsoft Azure and hybrid infrastructures.

• Monitored and managed infrastructure using RMM tools, ensuring high availability, performance, and detailed incident and resolution documentation.

• Implemented and maintained IT/OT security and compliance, performing log analysis, intrusion detection, and endpoint protection using CrowdStrike.

• Maintained and updated operating systems, software, and firmware in alignment with manufacturer standards and security best practices.

• Supported Microsoft 365 and Azure, including Exchange Online user, mailbox, and service administration.

• Utilized Power BI to analyze and present operational, software, and business performance data.

• Provided network and infrastructure support for MPLS, P2P, routers, Cradlepoint devices, VOIP, DSL, Wi-Fi, and ATM/network systems.

• Coordinated with cross-functional teams, managed escalations, and developed SOPs documented in SharePoint to support service lifecycles.

• Delivered high-quality, customer-focused technical support while managing multiple client communications and recommending value-added services.