Results-driven IT Service Desk Analyst with 7 years of experience providing L1/L2 technical support across telecom, aerospace, banking, and retail domains. Skilled in IT Service Management (ITSM), Incident/Problem Management, and SLA adherence, with hands-on expertise in ServiceNow, POS systems, Active Directory, Citrix, VPN, and Microsoft Office Suite. Recognized as a Subject Matter Expert (SME) for retail store operations, leading ticket analysis, reporting, and process improvements to enhance efficiency. Proven track record of hardware/software troubleshooting, access management, and global end-user support with a focus on customer satisfaction, knowledge management, and mentoring junior analysts.