Seasoned IT professional with nearly 20 years of experience in incident management, end-user support, and infrastructure operations. Demonstrated expertise as a Major Incident Manager, serving as a key escalation point for service disruptions and coordinating across desktop, server, and infrastructure teams to ensure rapid resolution and clear stakeholder communication. Skilled in ITIL service operations, change management, and root cause analysis, with a proven track record of minimizing business impact and ensuring SLA compliance. Adept in both remote and onsite support, Windows Server administration, and mobile device management, with strong communication and documentation skills that enhance service delivery and operational resilience
