4+ years of experience in IT support, now transitioning into the UX world. Proven track record of reducing mean time to resolution (MTTR) and increasing customer satisfaction. Possess strong leadership and interpersonal skills, with the ability to effectively manage and motivate cross-functional teams. Excellent communication skills, capable of articulating technical issues to non-technical stakeholders in a clear and concise manner. Familiarity with incident management tools and methodologies (ITIL, ServiceNow, etc.)."