• Ensure ongoing support for IT infrastructure, equipment, and users.• Plan, develop and manage information security and risk management.• Implement relevant controls on the assets as a part of risk treatment.• Conduct Information security awareness programs on a regular basis.• Conduct network security awareness programs on regular basis.• Manage creating and updating users on azure active directory.• Manage compliance and support ISO 27001 and ISO 2000• Set permissions and access controls to ensure appropriate user access to resources.• Coordinate activities between teams to facilitate service provision and incident remediation.• Conduct regular service reviews and risk assessments to ensure continuous improvement.• Create and manage Group Policy Objects (GPOs) using the Group Policy Management Console in Active Directory.• Monitor and analyze service performance metrics, identifying areas for improvement and implementing corrective actions.• Maintain accurate inventory of IT equipment and ensure compliance with asset management policies.• Manage relationships with vendors and suppliers, negotiating contracts and ensuring compliance with service agreements.• Ensuring on-going IT infrastructure, equipment, and user support as well establishing functional best practice.• Managing the software lifecycle process (renewals, procurement and activation of licenses) across the organization to ensure compliance with asset management policies.

• Responsible for overseeing the incident management process to ensure they are resolved efficiently and effectively.• Coordinate the resolution of issues to minimize service disruptions and ensure timely problem resolution.• Record and track any complaints or issues, including the cause and solution, through both tracking systems and records.• Develop and implement processes to manage incidents over the lifecycle, setting standards for incident classification, prioritization, and escalation.• Create and distribute regular reports on incident trends and performance metrics.• Providing guidance in Change Management, Incident Management, Service Request Management, and the Configuration Management efforts and ensuring all organization technical change activities are logged, monitored, and completed using the tool on ManageEngine Service desk Plus.• Developing and documenting change management plans and strategies.• Overseeing, evaluating the implementation of changes and assessing their potential impact on the organization while ensuring changes are carried out smoothly and efficiently.• Facilitating communication between stakeholders to ensure everyone is informed about upcoming change.• Monitoring and reviewing the outcomes of changes to ensure they meet the desired objectives.• Implement Service Level Management processes to ensure that SLAs are always aligned with business\IT requirements within boundaries of scope and budget.• Provide recommendations to reduce costs without compromising the quality of service.• Prepare quarterly IT report for Business operations and Management Review Meetings.• Accountable for strategic alignment of the IT operations with for management standards namely ISO 20000, 27001, 9001.

• Oversee the delivery of IT services to ensure they meet business objectives and service level agreements (SLAs).• Managing the help desk ticketing platform, logging all requests and updating employees on the status of their requests.• Ensuring compliance with licensing agreements and organizational policies.• Providing technical support and troubleshooting for hardware, software, and network issues, as well as configuring, monitoring, and maintaining computer systems, enterprise software, and security systems to ensure maximum delivery.• Oversee the lifecycle of IT assets, including acquisition, deployment, maintenance, and disposal while maintaining an accurate inventory of all hardware and software assets.• Implement IT service delivery strategies and processes to optimize quality and efficiency.• Responsible for network administration and troubleshooting using application tools such as SAP, SharePoint, BI Portal, Power BI, Azure Active Directory, MDM Intune, Trend Micro Anti-Virus, Microsoft Office 365, Teams, Microsoft Exchange, ManageEngine ServiceDesk Plus for timely service delivery. • Changing configurations, settings and permissions to fix computer issues, generating sign ins for new hires during the onboarding process, installing new software and hardware drivers and updating existing ones as needed.• Negotiating contracts and managing relationships with suppliers and vendors.• Responsible for creating and managing user accounts and access permissions.

• Managing large amounts of inbound and outbound calls in a timely manner and following call center “scripts” when handling different topics using CRM, MINSAT, CSP6.0, AVAYA, NVP.• Identifying customers' needs, clarifying information, research every issue and providing solutions. Handle customer inquiries by investigating and resolving complex issues in a timely and efficient manner while maintaining high customer satisfaction.• Proven experience providing customer support in busy call center environment for public utility and resolved an average of 350 inquiries in a given week and consistently met performancebenchmarks in all areas (speed, accuracy and volume).• Maintain a thorough understanding of products, services, and company policies to provide accurate and up-to-date information to customers.• Helped company attain the higher customer service rating (as determined by quality assurance) - earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.

• Developing growth strategies and plans for media prints.• Managing and retaining relationships with existing clients.• Writing business proposals to deliver powerful, high impact business presentations that audiences remember and act on while negotiating with stakeholders.• Identifying and mapping business strengths and customer needs.• Interact and coordinate with clients and creative heads in developing advertising campaigns.• Reviewing advertisement rate charged by media outlet to determine if they are accurate.• Handled property edge insert magazine and generated 80% revenue of the insert on monthly basis.