• Successfully managed and led a team of 12 IT specialists, providing stable and efficient IT support.• Implemented effective incident and service request management processes, ensuring adherence to existing policies and procedures and efficient resolution within agreed SLAs.• Collaborated closely with local and global support teams, proactively minimizing downtime for business-critical and VIP-related issues.• Led, supported, and supervised complex IT projects and groups, ensuring regular reporting on project progress and milestones.• Fostered strong collaboration with local and global teams, driving successful project outcomes and efficient delivery.• Interacted with a demanding customer base at various levels, consistently delivering on commitments to maintain credibility.• Coordinated service delivery with external vendors, ensuring stable, secure, and reliable services for the business units, while effectively managing and controlling outsourcing activities.• Developed and implemented comprehensive training plans for new employees, ensuring their seamless integration and contribution to the team.• Successfully managed the Knowledge Base, curating and organizing information to enhance troubleshooting and knowledge sharing.

• Served as the Acting Team Lead, responsible for overseeing the team's activities.• Ensured prompt and effective management of all incidents and service requests, aligning with existing policies and procedures, and resolving them efficiently within agreed SLAs.• Collaborated closely with local and global support teams, aiming to minimize downtime for critical business and VIP-related issues.• Ensured the delivery of high-quality customer service and incident resolution for various hardware and software-related issues reported for laptops, desktops, mobile phones (Blackberry, iPhones), iPads, and more.• Set up and maintained network printers, scanners, and peripheral devices, optimizing their functionality and reliability.• Actively participated in disaster recovery testing exercises, ensuring readiness and preparedness to minimize downtime in the event of a disaster.• Maintained hardware asset inventory.• Prioritized and escalated issues when necessary, partnering with Tier II and Tier III Service Desk peers based in Poland/India to resolve complex problems requiring escalation.• Provided extensive support for key events involving teleconferencing and video conferencing equipment.• Conducted regular system maintenance tasks, resulting in improved system stability and performance.