Summary
Senior IT & AV Support professional with 10 years of experience in technical and remote troubleshooting, service desk operations, and access management. Skilled in ticketing systems, hardware/software diagnostics, VPN and network support, inventory management, and SLA-driven issue resolution. Proficient in Google Workspace, Microsoft 365, Active Directory, ServiceNow, Citrix, and collaboration tools, with strong customer service, communication, and workflow optimization expertise.
Senior IT & AV Support professional with 10 years of experience delivering technical support across global service desk environments. Supported 1,000+ users with high SLA compliance, resolved complex hardware, software, network, and conference room system issues, and managed access control and VPN support. Led ticket monitoring, inventory and asset management, and RMA processing while improving resolution rates, reducing downtime, and enhancing overall service efficiency and customer satisfaction.
