Experienced ITIL v3 Certified Application Support and IT Support Specialist with 19+ years delivering L1 and L2 technical support in fast-paced service desk, BPO, and managed services environments. Skilled in troubleshooting, i----------- management, user administration, and supporting SaaS and hybrid cloud/on-premise applications. Proficient in ITSM tools such as ServiceNow and ConnectWise, aligned with ITIL best practices. Known for providing reliable, high-quality support, driving first-contact resolution, and collaborating effectively with cross-functional teams. Experienced in onboarding and mentoring new hires, and leading knowledge-sharing initiatives that improve team performance and customer satisfaction.
References can be provided upon request.
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