I am an experienced L2 Technical Support Specialist with over 5 years in enterprise IT operations, specializing in Identity & Access Management (IAM) and secure provisioning. I manage more than 2,600 annual identity lifecycle actions across Azure Active Directory and Active Directory, ensuring seamless onboarding, access control, and compliance.
My role involves resolving complex escalations through Root Cause Analysis (RCA) and documenting solutions by authoring Knowledge Base Articles (KBAs) to improve support efficiency and reduce repeat incidents. I am certified in ITIL v4 and CompTIA A+, which strengthens my ability to align IT service delivery with business needs while maintaining high standards of reliability and security.
I bring a proactive approach to problem-solving, a strong foundation in ITIL best practices, and a commitment to delivering efficient, secure, and scalable support solutions. Employers can rely on me to handle technical challenges with precision, improve operational workflows, and contribute to a culture of continuous improvement.
