At Lumitech LLC, I resolved 97% of IT support tickets within SLA targets while maintaining strong first-contact resolution and reducing repeat tickets by over 15%.
I handled 25–30 daily requests across phone, email, TeamViewer, Bomgar, and ServiceNow, supporting Microsoft 365, Windows OS, network connectivity, email configuration, installations, passwords, and user access.
I improved response times by 20% and collaborated with the service desk to reduce ticket resolution time by approximately 10%. I also documented troubleshooting solutions in ServiceNow and performed basic Active Directory user account management.
Previously at Alai Technologies, I managed 40–46 daily calls, maintained a 96% ticket resolution score, and provided troubleshooting for network connectivity, email setup, applications, Microsoft Office, and Apple products.
