IT Support Specialist with 14 years of progressive experience across multinational BPO and enterprise IT environments, managing Active Directory and Azure AD for 1,000+ users while sustaining SLA compliance above 95%. Orchestrates end-to-end incident management via Remedy / ServiceNow, resolving 80–100 tickets per week at an 85%+ first-contact resolution rate and cutting average handle time by 20% through AI-assisted workflows. Fluent in English (C2) and German (C1), with a proven remote support track record and the technical depth to operate independently across time zones without hand-holding. ITIL 4 certified, with hands-on experience in MFA enforcement, conditional access policies, and access recertification audits that reduced orphaned account risk by 30%.