With a strong foundation in ITIL best practices, I efficiently managed the logging, triaging, and resolution of incidents and service requests using advanced ITSM systems like ServiceNow and TOPdesk, ensuring all issues were prioritized and resolved within agreed SLAs. My work involved creating detailed knowledge articles and IT documentation to enhance team resources and learning. Leveraging high level tools, specifically n-central, I remotely troubleshooted both hardware and software issues and performed regular patching on end-user devices via n-able PME for clients to ensure optimal performance and up-to-date systems. In M365 environments, including Outlook, Teams, SharePoint, and OneDrive, I provided comprehensive administration and troubleshooting, as well as support in both on-premises and cloud environments, such as AD DS, Exchange, and Entra ID. Additionally, I managed SharePoint On-Prem issues/requests and collaborated with third-party vendors to resolve challenges with external applications and services. My role also involved training peers on established processes and managing inbound and outbound communications using Buzzeasy software to maintain effective client interactions.