Managed high-priority incidents and requests for global enterprise users. Provided advanced troubleshooting for network, authentication, and access-related issues. Supported MFA/2FA platforms including PingID and Entrust. Conducted technical training sessions for service desk analysts and new employees. Collaborated with global stakeholders to improve operational processes and service quality. Participated in knowledge management initiatives including KB creation and governance. Supported Splunk monitoring and contributed to service optimization efforts. Worked on small-scale global implementations and service improvement initiatives.

Served as escalation point for technical and operational issues. Provided mentoring and technical guidance to support teams. Analyzed ticket trends to identify improvement opportunities. Developed technical documentation and knowledge articles. Delivered onboarding and technical training for new personnel. Supported enterprise collaboration tools and VPN solutions.

Supported enterprise technologies including Citrix, VMware, SAP, Google Workspace, and VPN platforms. Performed remote troubleshooting for Windows, MacOS, smartphones, and tablets. Managed Active Directory account administration and access-related requests. Worked closely with governance teams and service owners to improve processes. Provided cloud collaboration support and user training for Google Drive solutions. Maintained knowledge documentation and technical procedures.

Coordinated finance-related projects and stakeholder communications. Managed project timelines, reporting activities, and financial tracking. Supported data analysis and project performance reviews.

Provided customer assistance regarding orders, deliveries, and account inquiries. Handled customer concerns while maintaining service quality standards.

Delivered technical support for HP computers and Avast antivirus products. Performed troubleshooting, software installations, and malware removal. Assisted customers in maintaining secure and updated systems.

Supported Windows-based systems and connectivity-related issues. Provided technical assistance for both internal users and external customers. Assisted with internet connectivity troubleshooting in hospitality environments.