Chiraz Ghdir

• Remote L1/L2 IT Support across Europe • Resolved 1,300+ incidents & 1,200+ tasks in ServiceNow • Exceeded strict SLA targets with 85%+ FCR rate • Handled technical phone support for 20+ EN/FR users daily • Led IT onboarding training for new hires • Tech: ServiceNow, Azure, M365, Active Directory, Windows 10/11 • Available for immediate 100% remote roles (Part-time/Full-time)

*Managed financial client accounts for 100+ global companies, driving data reconciliation and timely collections. *Coordinated cross-functionally with international teams across multiple time zones to resolve system discrepancies. *Utilized enterprise ERP databases and M365 daily to troubleshoot, track, and resolve complex account issues. *Built strong analytical troubleshooting and communication skills while managing high-volume enterprise client portfolios.

*Relocated to Munich, Germany for full-time language and cultural integration. *Completed intensive German studies to B1 level, including the Orientation Course finishing June 2026. *Developed intermediate German proficiency to effectively collaborate with local and multinational IT teams in the DACH region. *Available immediately for 100% remote full- or part-time employment in IT Support / Service Desk roles from June 2026.