Increased IT service and customer satisfaction by 30% via ITIL best practices, enhancing operational reliability.Elevated incident resolution by 60% with ServiceNow expertise, improving IT service quality.Led Salesforce chatbot and on-premise server projects, advancing customer engagement and Mac productivity.Drove a 50% rise in user skills with specialized training, fostering better technology use.Maintained 99% system uptime and reduced downtime by 30%, bolstering productivity through proficient management of Windows, Mac, JAMF, servers, and network devices.Raised project collaboration and stakeholder satisfaction by 25% through strategic partnerships.Streamlined incident tracking with perfect documentation, leading to more informed IT strategies.Developed Power BI dashboards that enhanced strategic decision-making and reporting efficiency.

Quickly addressed and fixed technical issues with desktops, software, and printers, maintaining IT performance.Evaluated IT infrastructure for future needs and suggested scalable tech upgrades.Provided first-level support and managed IT assets, ensuring network stability.Conducted IT training for staff, improving their efficiency with systems and apps.Directed training in software use and operations, reinforcing company best practices.Collaborated with vendors to troubleshoot and fix GPS app errors.Regularly reviewed and updated SOPs on ArlaNet to keep processes up-to-date.Drafted IT procedures to meet audit standards and maintain process quality.Responded to security alerts, enhancing protections and reducing vulnerabilities.Deployed and fine-tuned IT tools, boosting application efficiency and user experience.

Provided comprehensive desktop support to Unilever at local and remote sites, ensuring consistent IT assistance.Performed diagnostics and prioritized hardware and software issues, resolving them within a 24-hour SLA to maintain client operations.Assisted in deploying new systems, applications, and updates for Unilever, guaranteeing current technology standards.Configured network components such as VLANs on switches and routers, and updated operating systems in line with new releases for Unilever.Managed the procurement and installation of IT equipment, including laptops, printers, and scanners, across Unilever offices and warehouses.Supported sales application software, databases, handheld terminals, and troubleshooting error codes to optimize sales operations.Oversaw disaster recovery and managed backup servers to ensure data integrity and business continuity.Administered Active Directory, managing user accounts and groups to maintain secure and organized network resources.Configured and managed Windows services like DNS and DHCP for both servers and wireless routers, sustaining network health.Maintained asset records and audit files, addressing audit queries effectively and upholding compliance standards.