IT Support Specialist
About Me
I am an IT Support Specialist with 14 years of progressive experience working in multinational BPO and enterprise IT environments. Throughout my career, I have managed Active Directory and Azure AD for over 1,000 users, consistently maintaining SLA compliance above 95%. I specialize in end-to-end incident management using Remedy and ServiceNow, resolving between 80 to 100 tickets weekly with a first-contact resolution rate exceeding 85%. I have successfully reduced average ticket handle time by 20% through the use of AI-assisted workflows.
I am fluent in English and German, with proven experience providing remote support across multiple time zones independently. I hold an ITIL 4 certification and have hands-on expertise in enforcing MFA, managing conditional access policies, and conducting access recertification audits that have reduced orphaned account risks by 30%. My technical skills and customer-centric communication enable me to collaborate effectively with infrastructure and security teams.
In my current role at NTT DATA, I administer user accounts in Active Directory and Azure AD, handling provisioning, deprovisioning, password resets, and group-based licensing. I serve as a Tier 1 and Tier 2 point of contact for IT incidents and service requests, ensuring accurate documentation aligned with ITIL 4 frameworks. I leverage AI tools such as Claude, ChatGPT, and Microsoft Copilot to improve support efficiency and draft knowledge-base articles.
Previously, I worked at Accenture as a 2nd Level Support Technician, resolving complex incidents and diagnosing network issues in coordination with engineering teams. I also have experience as an IT Service Technician at Sykes Enterprises, where I supported a mission-critical automotive platform and contributed to onboarding new support agents.
I am passionate about continuous improvement in IT support processes and enjoy working in dynamic environments that challenge my technical and interpersonal skills. I am eager to bring my expertise in IT service management and user support to new opportunities where I can contribute to operational excellence and customer satisfaction.
Skills
Technical SupportActive DirectoryWindows Server
Education
Master's Degree in International Management
Bachelor's Degree in Operational Economics & International Law
Bachelor's Degree in European Studies
Experience
Administer and manage user accounts in Active Directory and Azure AD for 1,000+ employees across multiple global sites, including provisioning, deprovisioning, password resets, role assignments, MFA enrollment, group-based licensing, and conditional access policies. Serve as primary Tier 1 and Tier 2 point of contact for IT incidents and service requests via Remedy/ServiceNow, maintaining SLA compliance above 95%. Resolve 80–100 tickets per week covering hardware, software, VPN, and remote desktop issues with an 85%+ first-contact resolution rate. Collaborate with infrastructure and security teams to manage access control policies and support quarterly access recertification audits, reducing orphaned account risk by 30%. Leverage AI tools to improve support efficiency and streamline workflows.
Provided 2nd-level technical support resolving complex incidents beyond front-line scope with average resolution time under 4 hours. Diagnosed and resolved network and wireless connectivity failures across LAN, WAN, and Wi-Fi environments. Documented root cause analyses and contributed to internal knowledge base, reducing repeat incident rates and improving first-contact resolution.
Delivered Tier 1 and Tier 2 technical support for a mission-critical automotive platform, maintaining system uptime above 99%. Handled 60–80 inbound support requests daily via phone, email, and chat, meeting KPIs for response time and resolution rate with CSAT scores above 4.4/5. Diagnosed and resolved end-user issues related to operating systems, business applications, peripherals, and network connectivity. Contributed to onboarding new support agents, reducing ramp-up time from 8 to 5 weeks.