I have over 8 years of expertise in managing escalations, supporting SaaS platforms, and administering enterprise tools such as ServiceNow, Zendesk, Active Directory, and Google Workspace. Skilled in troubleshooting across Windows, macOS, and Linux environments, with strong knowledge of networking fundamentals and scripting in PowerShell and Bash. Demonstrated ability to resolve complex technical issues, develop clear SOPs, and optimize operational workflows. Experienced in handling high-volume ticket queues as well as providing support via live chat and phone across diverse technical workflows.