With over 10 years of hands-on experience in the IT industry, I am a Technical Support Specialist II at Articulate, where I effectively manage IT business applications, ensure optimal troubleshooting, and minimize operational disruptions. I have a certification in Foundations of Project Management and I leverage my expertise and leadership to drive technological excellence and deliver exceptional results.I am adept at overseeing complex IT systems, managing teams, and providing strategic guidance to optimize operations and ensure seamless workflow. I have extensive knowledge and skills in various platforms, applications, and tools, such as ServiceNow, Zendesk, iOS, Active Directory, Microsoft Office, Okta administration, SharePoint, SCCM, Avaya, Cisco, Google Suite, Windows, Laptops and Desktop Hardware, O365 Adminitration, Bitlocker, Zoom, Ring Central, and Mac OS. I have also contributed to developing asset management specifications, providing highly responsive support to executives and their teams, and resolving over 6000 trouble tickets. I am passionate about solving problems, enhancing customer service, and collaborating with diverse stakeholders to achieve IT excellence.