I'm an IT Service Desk and Technical Support Specialist with over 4 years of experience providing enterprise-level IT support, troubleshooting technical issues, and delivering exceptional customer service in fast-paced global environments.
My background includes supporting Microsoft 365, Active Directory, Microsoft Entra ID (Azure AD), Exchange Admin Center, Microsoft Intune, VMware Horizon, VPN, Multi-Factor Authentication (MFA), Windows environments, and remote desktop support. I'm experienced in user provisioning, onboarding/offboarding, password resets, account administration, incident management, ticket management, SLA compliance, and documenting solutions through knowledge bases.
I've worked with ServiceNow, Jira, TopDesk, RT, SolarWinds, Grafana, MySQL, Microsoft Office, Google Workspace, Microsoft Teams, Outlook, Excel, and collaboration tools to support end users and resolve technical issues efficiently. My experience also includes system monitoring, hardware and software troubleshooting, escalation management, remote support, and coordinating with cross-functional teams to ensure timely issue resolution.
Before transitioning fully into enterprise IT support, I built a strong foundation in customer service at Amazon, where I served as a Subject Matter Expert (SME), handled complex escalations, and earned recognition for outstanding customer satisfaction. At Fujitsu, I received the Highest CSAT / Most Surveys Received award, reinforcing my commitment to providing both excellent technical support and a positive customer experience.
I'm a dependable, detail-oriented professional who enjoys solving problems, learning new technologies, and helping people. Whether working independently or as part of a team, I take ownership of my work, communicate clearly, and strive to deliver reliable, high-quality support every day.
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