Results-driven IT Support and Incident Management Engineer with over 8 years of experience delivering global technical support and incident management across multiple channels, including chat, phone, and email. Expertise in managing P1/P2 incidents, conducting Root Cause Analysis (RCA), and utilizing ServiceNow for effective ticketing, reporting, and escalation management. Proven track record in achieving First Call Resolution while providing premium support for Adobe products, Windows, macOS troubleshooting, and enterprise application deployment. Recognized for exceptional customer relationship management, strong communication skills, and a process-driven approach to service delivery in fast-paced 24/7 environments.