Results-driven IT Service Desk professional with over a decade of experience resolving Tier 1/2 technical issues for large, multi-site organizations. Deep expertise in Active Directory, ServiceNow, Citrix DaaS/VDI, and Microsoft 365, backed by hands-on ITIL and SLA management practices. Known for fast first-contact resolution, reducing ticket backlog, and translating complex technical issues into clear guidance for end users and stakeholders alike.
