With almost 4 years of extensive experience as a Service Desk Analyst L1/L2/SME and 2 years as a Technical Support Representative. I provide top-tier support across platforms such as Active Directory, SAP, IBM AS/400, VDI, Microsoft Azure AD and Microsoft Office 365 Enterprise. I go the extra mile to ensure no future problems arise. Proficient in SailPoint IIQ and Service-Now, I ensure correct processes are followed, maintaining security and integrity.
I am committed to maintaining and ensuring KPIs and SLAs are met, solving IT challenges quickly minimizing downtimes for each user. With a friendly and approachable nature, I build strong relationships with end-users, teammates, and other support groups—often turning them into friends—to foster a positive and collaborative support experience.
My responsibilities include:
-Office Hardware Troubleshooting (Win10/11, MacOS, Printers, and Network Devices)
-VDI/Citrix Support
-Office 365 Enterprise Management and Support
-Jamf/Intune Enrollment and Configuration
-Various Software Installation and Configuration
-Managing SSO and Account Access Issues, Including NT ID Password Resets and AD Security Group Administration
-Managing Access Requests via SailPoint IIQ and OKTA
-Coordinating Major I----------- Resolution with On-Call Support, DevOps, and Engineering Teams via Zoom and MS Teams
-Delivering Exceptional Customer Service and Building Strong Relationships with End-Users, Managers, and Support Teams
Work Experience:
-Senior Process Executive | IT Service Desk | Cognizant Technology Solutions
-Senior Process Executive | IT Service Desk | Infosys BPM
-Technical Operations Support 3 | TELUS International
-Technical Support Representative | HP Inkjet/LaserJet | Sitel
-Technical Support Representative | Windows | Convergys
