I've delivered Tier 1/2 enterprise technical support at HCL Technologies, resolving hardware, software, Windows, mobile device, and remote connectivity issues through phone and live chat.
I manage identity and access requests including password resets, account unlocks, user provisioning, MFA setup, and VPN access. I use ServiceNow to track incidents, support first-contact resolution, and coordinate escalations.
At State Farm Insurance, I served as a primary technical contact for enterprise users, diagnosing application, account access, hardware, and software issues while maintaining quality metrics across concurrent communication channels.
My background also includes high-volume customer interaction, process improvement, detailed documentation, claims processing, and financial services support. I'm known for clear communication, careful incident management, and dependable resolution of complex user needs.
