Abdul Wahab T.

I am an experienced IT Service Desk professional with a strong technical foundation in end-user support, incident management, and IT service operations. I have hands-on experience supporting enterprise environments while also leading and improving service desk teams. My technical expertise includes Windows OS support, Microsoft 365 (Exchange Online, Teams, OneDrive, Sharepoint), Active Directory & Azure AD user administration, VPN and remote access support, printer troubleshooting, and basic network connectivity issues. I am proficient in using ServiceNow, Zendesk, AutoTask, Salesforce and Jira to manage incidents, service requests, SLAs, and escalations in line with ITIL best practices. In leadership roles, I have managed daily service desk operations, handled technical escalations, monitored KPIs, improved first-contact resolution, and implemented process and documentation improvements. I work closely with infrastructure and application teams to ensure efficient issue resolution and service continuity. I am detail-oriented, process-driven, and focused on delivering stable, secure, and user-focused IT support. Whether supporting users directly or managing service desk operations, I bring strong technical skills, clear communication, and consistent results.