• Handle all IT and systems related enquiries from internal users.• Manage and administer IT support requests.• Build relationships across all the different business areas and manage the demands of internal customers effectively, assertively and diplomatically• Manages and updates the production floor workstation ensuring total functionality for operations team• Administer the company's Office365 environment - user adds, deletes, security and group management. Account provisioning for Concierge unit.• Perform other IT and Systems support tasks as required• Ensure all policies and standards, as they are introduced, are always adhered to.• Ensure internal systems are being maintained in line with IT policy• Assist users with and add/moves/changes to their workspace or devices• Administer O365 suite licensing - adds/moves/changes• Ensure all devices are installed and connected with our security monitors• Resolve and repair any site infrastructure issues, promptly• Install and update our operating systems and patch updates as per policy• Maintain security for all assets and IT equipment and spares

•Provides 1st & 2nd line technical support and answering support.•Maintains a high degree of customer service for all support queries and adheres to all service management principles.•Takes ownership of user problems and be proactive when dealing with user issues.•Identifying the issue and categorizing/prioritizing the incident.•Referring to the knowledge base for workaround/resolution.•Routing / Chasing of tickets with other resolver groups.•Recording the trend of calls and identifying outages proactively.•Identifying the trend of calls/tickets and creating child tickets and tagging them with problem tickets.•Callback the user and confirm resolution.•Conduct Audits and Mentor L1 Team Members.•Recording/Updating the outage/bulletin message in R emedy/ACD based on the status update received by the resolver groups.

Consistently listed in the Monthly Top 10 Service Desk Associate.Provides exceptional virtual support & provide above and beyond customer service to clients.Troubleshoot Tier 1 network connectivity issues such as digital authentication, remote access, secure Wi-Fi and wired connectivity to the internal network.Support users on applications and tools within the environment including; Microsoft Office Suite, Google Suite, Windows OS, and other Communication tools. Follow proper escalation procedures for advanced ticketsApply critical thinking to assist with both simple and complex user requests, document the interaction with the user, and follow-up with the user to confirmPrioritize queued tasks and requests and assign out to ensure timely handling for all

Responsible for the overall supervision of day-to-day operations, synchronizing all computer machines, repairs of all types of IT types of equipment.Implement applications and software upgrades, as well as performing troubleshooting and monitor daily backup and recovery procedures.

Handled Broadband connection, accomplished all customer complaints with their internet connection problem. Used putty and MRTG.

Piloted and established LAN connection, maintained and solved MMS concern (IBM/AS400 Server End-Of-Day Process) for Waltermart and Abenson stores.Installation of all kinds of CCTV cameras, power cable, video cable, smoke detector &all kinds of business IT solutions.

Handled SmartBRO account phone-in concerns of the customer (billing and connection problem), domain and IP phone connections, Canopy remote adjustments via Base station and monitors base stations status through MRTG.

Responsible for repair and maintenance of store equipment, customer inquiries and ensures good LAN connection.

Tasked as Sales Member, Technical Service for all repairs and maintenance of customers unit either not within or under warranty.