- Implemented robust technical support solutions, swiftly resolving hardware, software, and network challenges to enhance operational efficiency and minimize downtime.- Established and enforced data backup protocols, ensuring secure storage of critical information for 500+ Windows and Mac end users via Jamf Pro, MobileIron, and JumpCloud.- Utilized GCP to conduct integration testing, managing testing VMs for the developer team.- Managed asset inventory including laptops, desktops, and mobile devices (Android & iOS), while also auditing and creating cloud environments in Google Cloud Platform.- Maintained detailed helpdesk interaction logs for accurate documentation and streamlined ticket management using helpdesk software.- Provided clear instructions for hardware and software issues and followed up with users to ensure complete issue resolution and high customer satisfaction.- Identified and escalated urgent issues to appropriate resources, ensuring timely resolution.- Conducted onboarding of new devices into asset management systems and provided technicaltraining to new users.- Oversaw IT procurement activities, creating acquisition tickets for new hardware, softwarelicenses, and company assets.- Conducted empathetic offboarding processes, ensuring smooth return of company assets duringuser transitions.- Configured SSO integrations in Okta, creating new SSO logins for SaaS applications.

- Engineered and automated communication framework to enhance SOC-CERT coordination, ensuring structured processes and efficient incident response.- Authored comprehensive security architecture documents and operational protocols in alignment with NIST SP 800-53 framework standards.- Actively participated in real-time analysis of email threats, conducted hands-on demonstrations for threat and vulnerability incidents, and executed response strategies.- Developed expertise in differentiating false positives from critical Indicators of Compromise, improving incident detection accuracy.- Scripted an automation tool in Microsoft SharePoint to escalate issues to SOC and CERT teams based on user incidents.