IT Operations Lead with 5+ years of experience driving IT service excellence through second-line support, change management, and process optimization. Successfully managed and implemented numerous change requests, ensuring minimal disruption to business operations. Proven ability to prioritize and resolve complex IT issues, enhancing operational efficiency through automation and script development. Expertise in managing Active Directory, file servers, SCCM, and optimizing system and network performance. Demonstrated strong leadership, problem-solving, and communication skills while collaborating effectively with cross-functional teams.