I’m a results-driven IT Service Desk Specialist / IT Support Engineer / Help Desk Analyst with proven experience supporting global users in enterprise environments and managing remote operations.
At ICON PLC, I handled high-volume IT support tickets, achieving a 95% first-contact resolution rate. I specialize in technical troubleshooting, remote desktop support, system administration, and network issue resolution using tools like Active Directory, SCCM, Citrix, Cisco VPN, Meraki, and Zscaler. I am experienced in incident management, ticketing systems, ITIL processes, user account management, and endpoint support—ensuring minimal downtime and smooth business operations.
In addition, I worked as an Admin Manager / Executive Assistant at HOWTOJOB, where I supported business operations, managed calendars and inboxes, maintained CRM systems, and led remote teams. This allows me to bring both technical expertise and operational support to clients who need more than just IT.
