●    Applied key skills, knowledge, and experience to determine and resolve issues on initial call, maintaining 90% of time.●    Closely analyzed complex issues and validated proper hardware and software setup to enhance efficiency.●    Successfully attained complete resolution for customers with minimal productivity loss by examining, researching, and solving IT problems.●    Implemented best practices and procedures to ensure effective management of accounts in AD, resulting in providing access and setting up users with several access.●    Leveraged key expertise while installing, testing, and maintaining computers, laptops, and thin clients as well as supported printers, mobile phones, and IT equipment.

●    Offered expert advice and recommendations on improving security procedures and systems.●    Led in-depth analysis to evaluate and assess system risk and implemented appropriate security countermeasures.●    Administered and managed company’s Verizon Mobile account for more than 240 employees, resulting in reduced required time to process multiple requests by 50%.●    Applied best practices and techniques to effectively manage security audits for CONA, SAP HANA, SAP SuccessFactors, and Box access on a bi-yearly basis for 2018 and 2019 with a 100% pass rate.●    Oversaw all activities related to the IT cybersecurity campaign projects aiming to increase company's knowledge about a potential data breach and reducing users who previously at risk of submitting confidential data through email.●    Planned and executed data analytics and reporting on applications, including Box-Content Management, Salesforce, SAP HANA, SAP SuccessFactors, and MicroStrategy.

●    Rendered excellent performance, resulting in promotion to a higher-level position.●    Demonstrated efficiency and professionalism while resolving technical issues and employing solutions.●    Utilized excellent communication skills while responding to clients’ issues over phone, email, and desktop sharing.