One of my key responsibilities is to support/drive key IT projects in liaison with internal teams. I deliver effective guidance to team members for resolving 2nd/3rd line tickets. Moreover, I play a vital role in deploying and migrating new services and network infrastructure. Key Achievements:Upgraded and maintained network/systems to enhance IT infrastructure. Provided practical training that enhanced skillset of support team members on standard IT practices.Earned reputation as a strong problem-solver; identified and resolved technical issues in a timely and efficient manner.Successfully migrated 10 clients to office 365 platforms in the 2020.Remediated 19.32% tickets for the organisation by implementing standard troubleshooting practices.

During this role, I managed overall hardware, software, and network-related issues by communicating with clients through telephone and email. I administered Windows servers and online services, such as Office 365 and DNS. I created call logs to establish accurate records of solutions. I steered technical operations across the store during business hours while troubleshooting machines and selling products to clients. Key Achievements:Upgraded workstations and deployed network components (such as firewalls, routers, and switches) to maintain internal IT infrastructure. Conducted customer awareness sessions to educate the customers on the proper utilisation of technical products. Including Microsoft office, office 365 products, NAS based file storage systems, and backup software. Resolve complex technical issues by developing creative solutions through out-of-the-box thinking.

As a Technical Support Engineer, I managed projects and delivered high-quality IT support to meet IT needs of local businesses. I continuously researched and introduced new products/technologies for the execution of future projects. I supported an internal IT staff of five members to deliver best-in-class services as per the customers’ expectations. I oversaw Windows server and Exchange management. I executed group policy to maintain security of critical information assets. I administered Active Directory to support the company to organise users and workstations. I suggested network infrastructure upgrades to the customers per their financial requirements. In addition to this, I rectified application, network performance, and email issues for the clients.Key Achievements:Accomplish various IT projects within time, scope, and budget limitations: Executed and migrated server and Office 365 for the businesses.Implemented new firewalls/network switches and configured the technical equipment to improve, secure, and sustain network infrastructure. Familiarised internal staff members and third-party organisations with correct documentation standards, safety procedures, and technical aspects through practical training. Created templates for documenting technical solutions both for internal use and third party use.Completed all tickets promptly and efficiently to achieve maximum end-user satisfaction.

As an IT Support Technician, I managed problems as per company policies by delivering quality service/IT support. I repaired clients’ systems by executing standard maintenance procedures. Key Achievements:Generated and delivered reports regularly to ensure the completion of all jobs to an excellent level.Met changing customer needs by identifying and recommending robust technology products. Delivered effective recommendations to clients on workstation/laptop requirements, antivirus products, and audio-visual equipment.