• End-User Support Excellence: Demonstrated proficiency in resolving hardware and software issues, ensuring durable solutions and high user satisfaction with personalized support.• Efficient Ticket Management: Managed 20+ daily tickets via ServiceNow, adhering to SLAs and prioritising effectively, significantly enhancing resolution efficiency.• User Onboarding/Offboarding Specialist: Streamlined processes for user account setup, device preparation, and deployment, facilitating smooth transitions for system and asset usage.• Remote Support Expert: Delivered expert remote assistance using RDP tools like Remote Desktop Connection and TeamViewer, effectively minimizing user downtime.• Systems & User Management: Ensured the integrity and accuracy of user data across Active Directory, Microsoft 365, and databases, securing seamless access and system integrity.• Update and Patch Management: Collaborated with software teams on updates, patches, and upgrades, ensuring system performance and security.• Cloud Platform Support: Resolved issues with cloud platforms such as OneDrive, SharePoint, and Dropbox, focusing on synchronization, access, and account management.• AV and Meeting Room Technician: Managed setup and maintenance of AV systems and meeting spaces ensuring optimal functionality for meetings & presentations.• Significant Downtime Reduction: Achieved a 50% reduction in downtime in 6 months by resolving critical system issues promptly, improving productivity.• Seamless Support: Achieved a 95% satisfaction rate from employees, clients, and end-users through effective problem-solving, presentation, and communication skills, ensuring continuous technical support excellence.• Performance Optimization: Contributed to a 35% improvement in virtual machine performance through Hyper-V projects.• IT Resource Forecasting and Planning: Analyzed resource requirements to align IT capabilities with organizational needs, recommending strategic upgrades.

• Demonstrated exceptional leadership as Night Fill Manager, effectively coordinating team efforts and streamlining operations to enhance productivity and meet tight deadlines.• Proven ability to work under pressure, maintaining high standards of efficiency and accuracy in fast-paced, challenging environments.• Efficiently processed transactions as a cashier at Woolworths, ensuring accurate handling of payments and maintaining a high level of customer satisfaction.