Senior IT Support Specialist

Delivered remote and on-site IT support for desktop, mobile, and infrastructure services in an enterprise environment. Managed incidents, service requests, and change tickets using ServiceNow in alignment with ITIL practices. Reduced ticket resolution time by 20% through process improvements and proactive issue identification. Supported remote users via VPN, remote desktop tools, and mobile device management platforms. Administered user accounts and access through enterprise systems. Deployed, configured, and supported Windows-based systems and enterprise applications. Provided AV and conferencing support for hybrid meetings and corporate events. Coordinated system upgrades, deployments, and infrastructure improvements across teams.

Provided Tier 2 IT support for end users, resolving hardware, software, and connectivity issues. Delivered remote troubleshooting using enterprise support tools, minimizing user downtime. Managed and tracked tickets through ServiceNow, ensuring SLA compliance. Supported Citrix environments. Supported conferencing and AV systems for internal meetings and remote collaboration. Partnered with cross-functional teams to implement IT solutions aligned with business needs.

Delivered desktop and remote IT support in a manufacturing and corporate environment. Imaged and deployed systems using SCCM, ensuring consistent and efficient rollouts. Supported Office 365 applications, user access, and email-related issues. Assisted with Cisco telephony and AV systems for hybrid communication environments. Managed mobile device activation and support using MDM solutions. Maintained system uptime and reduced resolution times through efficient troubleshooting.

Provided enterprise-level desktop and remote support for end users across multiple locations. Managed hardware/software deployments and system configurations. Supported remote users and ensured seamless connectivity via VPN and enterprise tools. Tracked and managed IT assets using corporate asset management systems. Coordinated technology setup for meetings, events, and executive support.

Delivered Tier 2/3 desktop and remote support for enterprise users. Resolved complex system and network issues, improving overall service reliability. Documented support processes and contributed to knowledge base improvements. Led troubleshooting efforts and mentored junior technicians. Supported onboarding, system setup, and remote access for new employees.

Provided Tier 2/3 IT support in global enterprise environments. Supported desktop systems, users, and infrastructure across multiple regions.