I demonstrate strong IT troubleshooting skills, efficiently diagnosing issues, resolving incidents, and managing service requests using structured ITSM processes. I ensure accurate ticket logging, proper prioritization, and timely updates while restoring services as quickly as possible. I handle both incidents and service requests with consistency, clarity, and a commitment to meeting SLAs and improving user experience.

I deliver strong customer service by actively listening, acknowledging concerns, and responding with clarity and empathy. With four‑star proficiency, I handle inquiries efficiently, maintain professionalism under pressure, and ensure every customer feels supported and valued.

Capable of transforming complex knowledge articles into clear, engaging Clipchamp videos. Experienced in creating concise visual summaries, adding captions, transitions, and interactive elements. Skilled in integrating Microsoft Forms into videos to enhance learner engagement, gather feedback, and streamline knowledge checks.

I have foundational proficiency in Power BI, with hands‑on experience building scorecard dashboards that help visualize performance metrics clearly and efficiently. I can create structured dashboards, organize key KPIs, and transform data into meaningful insights to support reporting and team decision‑making.

I have basic proficiency in ServiceNow Pro, with hands-on experience building simple dashboards for ticket tracking and reporting. I can create straightforward visualizations that help monitor ticket statuses, support workload visibility, and improve daily operational tracking.

Familiar with basic Active Directory tasks such as user account lookup, password resets, and simple access updates. Able to navigate AD structure.