At AMER SPORTS, I supported global end users across Microsoft 365, identity systems, hybrid Exchange, and Windows endpoints. I resolved 92% of assigned incidents and tasks within 36 hours and closed 94% of service requests within 24 hours.
At THOMSON REUTERS, I investigated enterprise tax-application and ERP integration issues by analyzing XML transactions and reproducing client scenarios in sandbox environments. I coordinated escalations with consultants and engineers.
At FUNCTIONARY / ALL COVERED, I provided Tier 1/2 support across more than 100 U.S. client organizations. I also informally coached incoming Tier 1 technicians through shadowing and technical walkthroughs.
At K2 PARTNERING SOLUTIONS / LIPPERT COMPONENTS, I coordinated P1/P2 incident response and contributed to migrating and improving knowledge articles in ServiceNow. I also deployed thin clients at a manufacturing facility in Ciudad Juárez.
