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.
