At Sabre, I provide L1/L2 support to global corporate users, managing 250–300 monthly ServiceNow tickets while maintaining SLA compliance above 95%.
I've administered Active Directory accounts and permissions to reduce onboarding time by approximately 30%, resolved Microsoft 365 incidents across Outlook, Teams, Exchange, and OneDrive, and reduced unnecessary escalations by 20% through accurate diagnosis and documentation. I also train new team members and improve end-user experience through proactive communication and remote troubleshooting.
Previously at Tata Consultancy Services, I supported international users in English and French, resolving Windows, VPN, connectivity, access, and enterprise application incidents while contributing to quality assurance, scheduling, process optimization, and knowledge-base improvements.
