Results-driven IT Service Desk Analyst with 9+ years of experience delivering Level I & II technical support across MSP and enterprise environments. Proven expertise in incident management, user administration, and infrastructure monitoring for US and Canadian clients in 24/7 operations.
Highly proficient in ITSM ticketing platforms (ServiceNow, ConnectWise, Autotask) and RMM/monitoring tools (Datto, N-able, VMware vSphere, Citrix) to ensure SLA compliance, rapid issue resolution, and proactive system maintenance. Recognized for strong troubleshooting skills, high customer satisfaction, and ability to manage critical incidents during off-hours support.
