• Acted as the first point of contact for technical support, resolving 95% of hardware/software issues on the initial contact.• Coordinated and escalated tickets with infrastructure teams, managing support across various departments and systems. • Led installation, maintenance, and troubleshooting for over 160 PCs, Macs, and other hardware, reducing downtime by 15%.• Authored technical documentation and support procedures, optimizing onboarding and troubleshooting.• Supported Active Directory/O365 administrative tasks and managed user access securely.• Enhanced network and endpoint security, reducing unauthorized access incidents through proactive system upgrades and maintenance.• Initiated the ISO 27001 certification process, creating security documentation to comply with industry standards and customer requirements.

• Handled all first-level technical support issues for over 150 devices, consistently achieving 98% system uptime.• Coordinated end-user support among helpdesk team members, ensuring efficient ticket resolution.• Conducted routine hardware and software maintenance, reducing equipment-related issues by 10%.• Managed documentation of solutions and technical processes, enhancing support efficiency.

• Delivered IT consulting and technical support to over 50 clients, achieving a 90% same-day resolution rate.• Installed and configured hardware/software and optimized network systems, improving client reliability by 25%.• Created documentation and trained clients on IT best practices, significantly reducing technical issues.

• Served as the primary contact for system performance issues, increasing internal uptime by 10%.• Coordinated troubleshooting with network engineers, reducing average resolution time by 20%.