Senior IT Technical Support Engineer

I am a senior technical support professional with nearly 10 years of experience helping enterprise organizations resolve complex application, system, and user-impacting issues. My background includes supporting SaaS environments, internal business platforms, and workforce management systems across recruiting, revenue, people operations, and IT support functions.

I have worked extensively with tools and platforms such as Salesforce, ServiceNow, Jira, Microsoft 365, Active Directory, Intune, JAMF, Google Workspace, and UKG Pro. My experience includes technical triage, incident management, root cause analysis, troubleshooting permissions and workflow issues, and supporting end users with both hardware and software problems.

I am known for building clear SOPs, runbooks, and knowledge base documentation that improve consistency and reduce support backlog. I also enjoy identifying recurring issues, partnering with engineering and operations teams, and contributing to process improvements and automation efforts that strengthen service delivery.

In my recent roles, I have supported high-priority incidents, maintained SLA compliance, and communicated effectively with cross-functional stakeholders. I take pride in delivering white-glove support, mentoring teammates, and helping teams work more efficiently through better documentation and operational practices.

My professional strengths include enterprise application support, technical troubleshooting, customer success, change management, and workflow optimization. I am comfortable working in fast-paced environments where reliability, accuracy, and collaboration are essential.

I am open to opportunities where I can continue applying my technical support expertise to improve business operations, strengthen platform reliability, and deliver excellent service to internal and external users.