Provided technical support for enterprise solutions, diagnosed SQL Server and infrastructure issues, managed incidents with ticketing tools, executed functional tests, designed ETL and Power Query processes, prepared documentation, and trained end-users.

Optimized technical procedures, designed Power BI dashboards, automated ETL processes, improved platform synchronization, and participated in functional testing.

Managed and resolved technical incidents, diagnosed and prioritized issues, escalated complex incidents, provided N1/N2 support, documented procedures, analyzed recurring incidents, and guided users.

Achieved high user satisfaction, recognized as Analyst of the Month, contributed to service desk indicators, and improved knowledge management.

Identified patterns in customer inquiries, managed interactions, proposed service scripts, resolved inquiries via calls, emails, or chats.

Recognized as a top student and contributed to process improvements.