Desktop Support/ IT Support

IT Support Specialist with 6+ years of experience providing first- and second-level technical support for hardware, software, network, and end-user issues in fast-paced, customer-facing environments. Maintains a 96% first-contact resolution rate while consistently exceeding SLA targets, managing high-volume ticket queues through ServiceNow and Jira Service Management. Brings additional depth in server-side troubleshooting — DNS, email routing, and SSL/TLS from prior hosting support experience.