IT Professional | Service Delivery & Infrastructure Support

Microsoft 365 Level 2 Support professional with over 8 years of enterprise IT experience, including 3+ years supporting Microsoft 365 environments at Level 2 for global enterprise accounts. I specialize in incident ownership, escalation handling, and service reliability, ensuring business‑critical collaboration tools remain available, secure, and efficient. In my current role, I support Exchange Online, Outlook, Teams, SharePoint, and Azure AD, resolving complex issues beyond frontline scope while maintaining strict SLA and priority‑based governance. I regularly support P2 incidents, participate in bridge calls, and collaborate across infrastructure and application teams to restore service quickly and minimize business impact. I bring strong experience in ServiceNow‑driven operations, including incident, service request, problem, and change management. I’ve improved service visibility and response times by building dashboards, standardizing reporting, and strengthening documentation—helping teams move from reactive support to proactive operations.