Marimar C.

IT Operations | Service Desk | Technical Support | Incident Management I help businesses improve day-to-day IT support, resolve technical issues, strengthen Service Desk operations, and build reliable support processes. I have 10+ years of experience across L1/L2 technical support, Service Desk operations, Major Incident Management, ITSM, and Service Delivery. My background includes both hands-on troubleshooting and operational leadership, so I can support individual tickets, escalations, service processes, or broader IT operations depending on what your business needs. My experience includes: • Service Desk and technical support • L1/L2 troubleshooting and escalation handling • Major Incident and P1/P2 coordination • Microsoft 365, Active Directory, Azure AD, Citrix, VPN, and remote support • Jira Service Management, ServiceNow, Zendesk, ConnectWise, and Cherwell • SLA, KPI, backlog, and service performance management • Incident, Problem, Change, and Request Management • Vendor and stakeholder coordination • Knowledge base, SOP, and process documentation • Workflow automation and AI-assisted ITSM processes I have supported enterprise and MSP environments, including users and teams across Asia, Europe, and Central America. I am comfortable working independently, communicating with end users, coordinating with technical teams, documenting issues clearly, and taking ownership of incidents through resolution. I can help with: • IT Help Desk and Service Desk support • Technical Support and L2 escalation work • ITSM process improvement • Incident and Major Incident Management • Ticket queue and backlog management • Documentation, SOPs, and knowledge-base development • Service Delivery and SLA reporting • Jira Service Management workflow improvement • Remote IT operations support If you need someone who can troubleshoot hands-on while also understanding service operations, escalation management, and ITIL-based processes, I can support both the technical and operational side of your environment.