Detail-oriented and customer-focused IT professional with over 5 years of Tier II Service Desk and technical support experience in high-availability environments. Skilled in ITIL-based incident management, cross-team collaboration, and delivering results under strict SLAs. Adept at diagnosing and resolving complex issues, ensuring system uptime, and maintaining a positive end-user experience.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Service Desk Coordinator
Navy Federal Credit Union
Vienna
12.2021 - Current
Provide comprehensive Tier II technical support in a high-demand 24/7 operations center, efficiently managing incidents, service requests, and change tickets via ServiceNow, ensuring prompt resolution and minimal downtime.
Proactively monitor and troubleshoot mission-critical systems and applications, applying ITIL best practices, and adhering to strict Service Level Agreements (SLAs) to maintain system reliability and customer satisfaction.
Collaborate cross-functionally with Systems Administration, Network Engineering, and other technical teams to investigate, escalate, and resolve complex technical challenges impacting business operations.
Execute preventive maintenance, perform configuration audits, and conduct system health validations to reinforce business continuity, and disaster recovery readiness.
Author and maintain detailed Standard Operating Procedures (SOPs), troubleshooting guides, and incident response documentation in SharePoint, improving operational consistency and knowledge sharing among team members.
Analyze incident patterns to identify recurring issues, contributing to root cause analysis, and recommending process and workflow improvements to enhance long-term service delivery and uptime.
Senior Specialist
World Bank
Washington
05.2020 - 12.2020
Delivered high-quality Tier II technical support for LAN/WAN infrastructure and VPN connectivity using Cisco AnyConnect, enabling secure, uninterrupted remote access for a global workforce across multiple time zones.
Administered mobile device management and security policies using MobileIron and Microsoft Intune, ensuring compliance with organizational security standards for thousands of devices.
Performed end-to-end deployment of Windows 7 and 10 operating environments via SCCM, streamlining system rollouts, and reducing deployment errors.
Documented complex troubleshooting steps, resolutions, and technical insights in ServiceNow and Remedy, strengthening the knowledge base, and improving first-call resolution rates.
Provided technical assistance during hardware and software lifecycle upgrades, including printer installations, network policy enforcement, and configuration of enterprise applications.
Partnered with internal IT teams to address escalated issues, ensuring efficient resolution, and maintaining high end-user satisfaction scores.