Service Desk Support, Help Desk Support, Network and Server Monitoring

• Delivered first-line support through phone, chat, and email channels. • Supported customers with internet, phone, cable, and email services. • Troubleshoot connectivity issues and configured networking equipment. • Assisted users with software, email, and device-related concerns. • Delivered excellent customer service while meeting performance metrics.

• Monitored enterprise infrastructure, cloud services, servers, and business-critical systems using Nagios XI. • Managed incidents through ServiceNow and ensured compliance with service-level agreements. • Investigated alerts, documented findings, and escalated incidents using clear reproduction steps and technical analysis. • Collaborated with infrastructure, network, and security teams to support operational continuity. • Participated in Major Incident and Change Advisory Board discussions. • Produced operational reports and trend analysis to support service improvements.

I have over 5 years of experience providing technical and customer support through phone, email, chat, and ticketing systems. I troubleshoot issues related to Microsoft 365, Google Workspace, user accounts, MFA, VPNs, devices, and business applications. I have worked in service desk and IT operations roles, consistently maintaining high customer satisfaction, meeting SLA targets, and achieving 95%+ First Call Resolution. I am also proficient with ServiceNow, Salesforce, Zoho, and AI tools such as ChatGPT, Claude, and Gemini to improve support efficiency and documen

• Utilized Salesforce and Zabbix to manage incidents, monitor alerts, and maintain accurate documentation. • Performed proactive maintenance, monitoring, system health checks, and Linux-based remediation activities