Results-driven IT Help Desk professional with over 2 years of experience delivering technical support and troubleshooting across Windows OS and MS Office environments. Proven track record of resolving 95% of support tickets within SLA, improving end-user satisfaction by 20% through effective communication and problem-solving skills. Adept at leading small teams and utilizing ticketing systems like ServiceNow to streamline workflows in fast-paced corporate IT settings. Committed to leveraging technical expertise and leadership to enhance IT service delivery and support business continuity.