I am a technical support specialist with over 12 years of experience helping users solve IT problems. I have supported teams in healthcare, retail, and enterprise environments. I am strong in Windows troubleshooting, Microsoft 365, Intune, and Microsoft Entra ID (MFA and access issues). I manage tickets in ServiceNow, Jira, and Zendesk and work to meet SLA targets. I explain technical issues in plain language and stay calm under pressure. I do remote support by chat, email, phone, and remote desktop, and I am available during US, UK, and EU business hours.
Core skills
Active listeningempathyproblem-solvingexcellent written and verbal communicationconflict resolutionpatienceZendesk proficiencyde-escalation techniquesattention to detailquality assuranceability to follow complex guidelinesfast and accurate typingadaptabilitymultitaskingconsistency
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