Experienced IT Service Desk (Voice & Email Support)

Provided phone-based technical support for DirecTV customers, troubleshooting satellite TV, receiver, DVR, and connectivity issues. Delivered excellent customer service in a fast-paced call center environment, documented cases accurately, educated customers on products and services, and consistently met performance and customer satisfaction targets.

Managed phone number transfer requests between carriers, ensuring accurate verification, processing, and timely completion. Resolved porting issues and activation concerns, maintained detailed customer records, and consistently met accuracy, turnaround time, and SLA targets in a high-volume environment.

Provided Level 1 technical support for Microsoft 365, Windows, Active Directory, and Azure AD environments through phone, email, and ServiceNow. Managed user accounts, access requests, and incident resolution while ensuring SLA compliance through effective ticket queue management. Acted as the primary responder for critical (P1) incidents, coordinated escalations, and managed the full incident lifecycle following ITIL best practices.

Handled customer inquiries and resolved issues through email support while ensuring compliance with communication policies and quality standards. Managed email prioritization and categorization, drafted and reviewed customer communications, and maintained accurate documentation to deliver timely and professional customer service.

Led daily Service Desk operations, overseeing team performance, ticket quality, and SLA compliance in a fast-paced support environment. Provided coaching and guidance to team members, managed escalations and high-priority incidents, coordinated shift schedules and workload distribution, and ensured adherence to company policies and security standards. Prepared shift handovers, monitored service performance, and documented recurring issues to support continuous improvement initiatives.