IT Support Specialist / Lead at Lancesoft (2023-07 – Present)
Performed data cleaning, validation, and quality checks across enterprise systems. Monitored KPIs and SLA metrics to ensure service performance. Analyzed operational data to identify trends and improvement opportunities.
- Performed data cleaning, validation, and quality checks across enterprise systems
- Monitored KPIs and SLA metrics to ensure service performance
- Analyzed operational data to identify trends and improvement opportunities
- Wrote SQL queries for data extraction, reporting, and analysis
- Collaborated with global stakeholders to gather requirements and support analytics
- Automated workflows using Power Automate to improve efficiency
- Conducted root cause analysis for recurring data and system issues
- Maintained documentation and knowledge base for process improvement
Service Desk Associate at Artech (Accenture) (2022-04 – 2023-06)
Delivered enterprise technical support using ITIL-based service management processes. Managed high-volume service requests through ServiceNow ticketing systems.
- Delivered enterprise technical support using ITIL-based service management processes, ensuring adherence to service-level agreements
- Managed high-volume service requests through ServiceNow ticketing systems, maintaining strong SLA compliance
- Analyzed recurring incident data and escalated critical issues for root cause analysis and service improvement
- Created and maintained knowledge base documentation and operational guides to support consistent issue resolution
- Provided support for Microsoft 365 platforms, including Outlook, Teams, and OneDrive
