ITIL-certified IT support professional with 7+ years of hands-on experience delivering Tier 1, Tier 2, and Tier 3 technical support across enterprise and call-center environments. Proven track record managing high-volume ticket queues, leading a team of 9 technicians supporting 2,900+ end users, and resolving complex hardware, software, network, and security escalations. Strong background in Active Directory, Group Policy, Microsoft 365, Windows/Mac desktop support, Sophos firewall and endpoint security, SQL Server, and Cisco networking. Comfortable working independently in fast-paced, remote, and client-facing environments.
