• Led a team of 15+ IT professionals, providing technical guidance, mentoring, and performance evaluation.• Led support team as level-three supervisor providing assistance to an average of 850+ users globally in a 24/7 support environment.• Enhanced helpdesk ticketing system, resulting in a 70% reduction in support call turnaround time.• Implemented a new ticketing system, reducing response times by 30% and improving overall team efficiency.• Diagnosed and resolved complex desktop problems, including software conflicts, system crashes, and hardware failures.• Managing IT Service Desk Operations: This includes managing the service desk team, ensuring the effectiveness and efficiency of IT service delivery, and managing Service Level Agreements (SLAs).• Maintaining and monitoring technical support for Google Workspace applications.• Maintaining and monitoring technical support for Zoom Console.• Implement IT support policies, procedures, and standards to ensure compliance with regulations and best practices.• Ensure workstation/ server data integrity by evaluating, implementing, and managing appropriate software and hardware.• Administration & monitoring of Data Centers, CCTV, Biometric systems, and remote desktop management.• Managing Active Directory, supporting users, and troubleshooting desktop applications.• Take full ownership of IT Support procedures related to the identification, prioritization, and resolution of incidents, including the monitoring, tracking, and coordination of the regional endpoint support functions.• Researching and recommending new technologies to improve IT support services and system performance.• Maintained inventory of hardware and software assets, ensured proper asset tracking, and coordinated hardware refresh cycles.• Lead and manage a team of 10+ technical support specialists, providing guidance, training, and support to ensure excellent customer service and timely issue resolution.

• Set up, installs, configures, tests, updates, and general maintenance of troubleshooting Windows/Linux 3000+ IT Automation, software and hardware, Printer, network systems, and other peripherals.• Supervised the operation of the computer repair shop and other information technology areas perform highly responsible administrative detail of a supervisory.• Developed workflows and processes for Help Desk technicians to improve the quality of service to users.• Managed and maintained Symantec Endpoint Protection and Bitdefender Gravity Zone.• Managing and maintaining Acronis backup for VM.• Responsible for the day-to-day delivery of IT support services, monitoring, and reporting on service requirements.• Recommended safeguards to mitigate risk and ensure applications and servers are operating in accordance with established policies and procedures.• Written and Developed technical procedures, SOPs for the IT Department.• Installed Dell EMC PowerEdge Server and configured the iDRAC.• Responsible for Written and Developed technical procedures, SOPs for the IT Department.• Managing and maintaining Acronis backup for VM. • Managing & Tracking, Asset inventory management system, Software License tracking management for all users.• Health check of all the servers, workstations, Switches, and ensuring that the systems are working as expected and without any vulnerability.• Work with vendors and purchasing to execute procurement of IT equipment, components, and facilities requested by users according to IT procurement process with Technical Evaluations and Technical inspection

• Design, Installed and Supported Installation and Configuration of Office-Wide LAN.• Responsible for Network Maintenance/Troubleshooting.• Responsible for Monitoring - Servers and workstations.• Installing/upgrading software.• Responsible for Backups & Recovery.• Responsible for Data Security and Integrity.• Installation and maintenance of rack-mountable Servers of various functionality, including File server, VPN server Firewall, Database, Printer & Backup Servers

• Installation of Brand new computers & peripherals• Configured, deployed, and maintained Enterprise Servers machines and Multi-Platform OS.• Responsible for ensuring the network connectivity to Servers, desktops/workstations, printers.• Installation and configuration of Microsoft outlook Creating users, groups, account unlocking, password reset, giving privileges, and managing security aspects• Coordinate all aspects of helpdesk and ticketing system, including network installation, maintenance, and support• Implementing file system security & secure network resources with shared folder permissions• Maintenance of hardware and software to ensure availability and functionality of systems• Configuration and Troubleshooting VOIP Phones and Cisco VPN Clients