IT Process Manager and Service Desk Leader with 9+ years of experience in IT support, service desk operations, and process improvement. Proven track record in managing global IT support teams, optimizing ITIL-based processes, and improving KPIs such as AHT, CSAT, and SLA compliance. Strong expertise in Active Directory, Azure AD (Entra ID), virtualization, endpoint management, and enterprise troubleshooting. Experienced in training, knowledge management, and driving operational excellence in MSP and enterprise environments.
