At Unisys, I deliver Tier 1 and Tier 2 technical support for enterprise clients through ServiceNow, diagnosing and resolving hardware, software, and network issues.
I performed root cause analysis on recurring incidents and implemented permanent fixes that reduced repeat ticket volume by 25% and improved first contact resolution rates.
I developed SOPs and knowledge base articles to standardize troubleshooting workflows, reducing new technician onboarding time by 30%.
I also support enterprise clients with Google Workspace, Windows OS, Active Directory, and network troubleshooting, and escalate critical incidents to Tier 3 teams with complete context documentation.

