- Resolved over 90% of inbound support calls within SLA timelines by efficiently troubleshooting hardware, software, and networkissues, ensuring minimal downtime and optimal performance.- Successfully managed and triaged an average of 50+ inbound tickets weekly, prioritizing issues based on SLA requirements andproviding accurate resolutions.- Developed and maintained comprehensive internal documentation, increasing team process adherence by 25%.- Regularly provided suggestions for updating support team procedures, leading to a 10% improvement in operational efficiency.- Tracked and analyzed key metrics, identifying recurring issues and implementing proactive measures to reduce ticket volume by 15%.

- Perform trend analysis on security incidents using tools like Splunk and Excel to identify emerging threats and vulnerabilities, aiming to reduce security incidents by 20% within 3 months.- Collaborate with senior security analysts and management to enhance the security posture of the organization, focusing on areas such as network security and endpoint protection, resulting in a 30% decrease in successful cyber-attacks.- Assist in the development and implementation of security protocols and best practices for systems and applications, leading to a significant improvement in overall security resilience.- Conducted vulnerability assessments and penetration testing using tools such as Nessus and Metasploit, identifying and remediating critical vulnerabilities to improve overall system security posture.- Utilize security information and event management (SIEM) tools like Splunk and threat intelligence platforms to monitor and analyze security events, ensuring timely detection and response to potential security incidents.