IT Service Desk Coordinator and ITSM professional with 7+ years of experience, including 3 years
in Managed Services Provider (MSP) environments. Skilled in incident triage, SLA governance,
and escalation management within ITIL-aligned frameworks. Adept at handling password resets,
account access issues, and software troubleshooting while maintaining clear, empathetic
communication with end users. Experienced in ServiceNow, ConnectWise, and Microsoft 365,
with a proven record of improving ticket lifecycle efficiency, driving SLA compliance, and
contributing to continuous service improvement initiatives.
