IT Service Desk Technician with 4+ years of experience delivering Level 1 and Level 2 technical support in enterprise environments. Proficient in ITIL-based I----------- Management, Problem Management, and Change Management, with expertise in Microsoft
365 administration, Windows 10/11 troubleshooting, Active Directory, and ServiceNow ticketing. Proven record of achieving 95%+ first-contact resolution, exceeding SLA targets, and driving process improvements that reduce i----------- volume.
