Service Desk Analyst
- Supported 100+ end users by phone, email, and instant messaging; managed 20–30 daily ServiceNow tickets with 95%+ SLA compliance.
- Diagnosed hardware and software issues: component replacement, BIOS configuration, BitLocker, and remote troubleshooting, plus wireless and VPN connectivity.
- Managed Active Directory account unlocks, password resets, and access. Escalated complex incidents to Level 2 and 3 with clear documentation.
- Performed OS deployment, software installation, and routine system updates.

