• Provided first- and second-line technical support to over 1,000 internal users, ensuring 90% of incidents were resolved within SLA timelines.• Troubleshot and resolved issues related to hardware (desktops, laptops, printers) and software (Windows OS, macOS, Office 365) to maintain seamless operations.• Managed user accounts and permissions across systems such as Active Directory and Exchange, ensuring compliance with security policies.• Utilized tools like ServiceNow for incident management, SCCM for device management, and Citrix for remote support to streamline issue resolution and collaborated with cross-functional IT teams to roll out new technologies, banking products including software updates and hardware refresh initiatives.• Created interactive dashboards using Tableau and Power BI to visualize key performance metrics, enabling senior management to identify trends and make data-driven decisions, resulting in a 15% improvement in operational efficiency.• Deployed and configured IT equipment for new hires and departmental changes, completing over 150 setups annually, also created and reviewed technical design documents for small projects, improving project clarity and reducing development errors by 15%.• Delivered user training and support sessions to improve team adoption of tools and applications, increasing efficiency by 20%. Documented recurring issues and contributed to knowledge base development, reducing ticket escalation rates.

• Led a team to create an AI-powered chatbot using Python, Java, and TensorFlow, automating responses to FAQs and reducing manual intervention by 40%, significantly improving user engagement.• Engineered an interactive web application leveraging JavaScript, HTML, and CSS to showcase AI project timelines and milestones and streamlining team collaboration.• Administered user acceptance testing methodologies to refine messaging, design elements, and calls-to-action, resulting in a 15% increase in website performance metrics and improvement in customer interactions.• Collaborated with different teams to troubleshoot technical challenges and streamline project management processes, resulting in reduced project timelines and increase in project efficiency, while demonstrating flexibility in deploying new technologies and evolving strategies. • Conducted workshops on machine learning techniques for over 50 participants, guiding them to build predictive models in Python, which boosted club engagement by 25%.

- Provided technical assistance and support to clients, addressing inquiries and issues related to website design, development, and maintenance, resulting in a 60% increase in client satisfaction scores, while collaborating with stakeholders to enhance operational efficiency.- Administered user acceptance testing methodologies to refine messaging, design elements, and calls-to-action, resulting in a 15% increase in website performance metrics and improvement in customer interactions, while managing a team of marketing professionals to achieve outstanding results.- Deployed and tested new applications, leveraging marketing insights to enhance user engagement and brand visibility. as a result achieved significant increases in customer acquisition and revenue.- Collaborated with cross-functional teams to troubleshoot technical challenges and streamline project management processes, resulting in reduced project timelines and increase in project efficiency, while demonstrating flexibility in deploying new technologies and evolving strategies.- Leveraged Ops Manager to monitor and optimize server performance, ensuring high availability and reliability of critical IT systems, resulting in a 20% reduction in downtime and improved overall operational efficiency.- Identified key organizational needs for new applications, aligning technological solutions with marketing strategies to drive enhanced customer engagement and campaign effectiveness.