Bio
I'm an experienced IT Service Desk Analyst based in Houston with over four years of customer support and technical troubleshooting experience. I'm certified in ITIL v4 and skilled in resolving software, hardware, and network issues. I’ve supported users through remote tools, managed accounts in Active Directory, and worked with platforms like ServiceNow, Jira, Cisco AnyConnect, and Microsoft 365. I take pride in my ability to solve problems quickly while keeping communication clear and empathetic, and I consistently meet SLA and KPI targets in fast-paced environments.