Fredmoore M.

Fredmoore M. is an experienced IT support professional with 12 years of robust experience across enterprise service desk operations, technical escalation management, and Active Directory administration within BPO and ITO environments. Known for serving as a pivotal escalation point for complex technical incidents, Fredmoore has adeptly managed user accounts, governed access permissions, and handled tickets, incidents, and service requests on platforms like ServiceNow, HPSM, Jira, and Salesforce, consistently meeting SLA targets. His career at companies such as DXC Technology and Tata Consultancy Services involved significant contributions to knowledge base management, SOP documentation, and the mentoring of frontline agents. In his recent role at Cognizant, Fredmoore excelled in monitoring live sporting events on YouTube TV, improving content accuracy, and performing pre-launch quality checks. With a solid foundation in ITSM platforms and process improvement, he retains a proven ability to communicate technical issues clearly across diverse stakeholder groups. Fredmoore holds a Master's degree in Business Administration with a focus on Human Resource Management.