Position: Software Development (IT / Hardware & Software Development)

IT Service Desk & Service Delivery professional with 14+ years of experience supporting users, technology, teams, and business operations across dynamic environments. I specialize in Service Desk Management, IT Support, IT Service Management, Service Delivery, Incident & Request Management, Microsoft 365, process improvement, technical training, team development, and client relationship management. Throughout my career, I have focused on improving support operations, developing high-performing teams, resolving technical issues efficiently, and delivering a positive customer experience. My experience includes driving measurable improvements such as reducing ticket resolution time by 50%, improving team productivity by 28%, and maintaining 92%+ first-contact resolution. I also bring strong experience in technical training and mentoring, helping teams improve their technical capabilities, service quality, communication, and operational effectiveness.