IT Operations Analyst, Technical Support Specialist, and Service Desk Professional with 5+ years of experience supporting global clients in enterprise and managed service environments. Experienced in remote technical support, customer service, incident management, ticket handling, Microsoft 365 administration, user account management, and cloud-based technologies.
Skilled in providing support through phone, chat, email, and ticketing systems while maintaining high customer satisfaction and SLA compliance. Strong experience troubleshooting Windows, macOS, Microsoft 365, Google Workspace, VPN, MFA, networking, and business applications.
Proficient in leveraging AI tools including ChatGPT, Claude, and Gemini to improve productivity, create documentation, accelerate troubleshooting, and streamline workflows. Recognized for achieving 100% CSAT, 95%+ First Call Resolution, and consistently delivering excellent customer experiences.
