➢ Managed the complete product life cycle of IT assets, from procurement to decommissioning, ensuring seamless transitions and maintaining accurate inventory records for over 1,000 devices.➢Delivered high-quality IT services, maintaining a service delivery score of 4.8/5 based on user feedback from over 1,200 service interactions annually.➢Coordinated and executed software updates across 500+ systems, reducing security vulnerabilities and enhancing system performance with minimal downtime.➢Implemented and managed Microsoft Intune for mobile device management, achieving a 95% compliance rate for device security policies.➢Oversaw release management activities, successfully managing the deployment of major software releases and updates to over 300 users without significant issues.➢Provided support and administration for Microsoft 365 applications, leading to a 40% reduction in user-reported issues related to Office applications.➢Delivered deskside support to over 2000+ staff members, achieving a resolution time of under 30 minutes for 80% of reported issues.➢Prepared and delivered technical presentations to non-technical staff, improving their understanding of IT processes and policies, and enhancing overall compliance.➢Utilized SQL to collect and analyze data for asset inventory management, improving accuracy and efficiency in tracking over 3000+ IT assets.➢Applied strong analytical skills to identify and resolve recurring technical issues, leading to a 25% reduction in repeat incidents through root cause analysis and solution implementation.➢Utilized ServiceNow for incident and request management, consistently maintaining SLA compliance with an average ticket closure rate of 95% within defined timeframes.➢Delivered exceptional remote customer support and service, maintaining a customer satisfaction rating of 4.9/5 based on regular feedback surveys

➢Administrated and Optimised SIEM (Security Information and Event Management) systems to prevent cyber-attacks, exceeding established incident triage response time by 40%. ➢Developed and documented systematic process for SOC to detect threats and risks on the IT infrastructure, resulting in reduction of cyber-attack incidents.➢Investigated over 500+ major and minor incidents of malicious activities, identified risk log gaps & identified innovative strategies to address security threats and improved incident response rates by major share.➢Consulted and advised on revision of all-inclusive ISO27001:2013 compliance plan to enhance security on compliance standards for all enterprise domains,.➢Conducted security log analysis with MITRE ATT&CK framework to recognise & investigate suspicious incidents, reducing default risk exposure by 60%.➢Reports on Threats and compliance assurance were created and shared with the company's board of directors and higher management. ➢Facilitated training sessions for staff to enable awareness of social engineering threats identification & counter. ➢Leveraged EDR tools such as Defender and CrowdStrike Falcon to identify and neutralize over 50 advanced threats➢Handles report incidents, problem ticketing and change management within the agreed SLAs and KPIs ➢Maintained proper asset inventory including third party vendor access.➢Organized Email phishing campaigns and implemented robust email and spam filters.

➢ Monitored System Updates and Security Updates ➢ Regular checks on server and domain purchases and renewals ➢ Troubleshooting software as well as hardware issues ➢ Stock updating and social media promotions on regular basis over 250+ cars.➢ Assisting server , system and hardware access to users accordingly. ➢ Kept compatible and latest software as per needed and maintained their updates and renewals ➢ Maintained regular backups of important files and system settings keeping an uptime of 95%.➢ Provided remote desktop support within the organization to over 20+ employees.➢ Served as first point of contact for third party finance companies and after sale enquiries.

➢ Monitored security profiles and anti-virus software over 50+ Desktop Devices.➢ Actively responded to customer incidents, service requests and managed through to a successful resolution. ➢ Working closely with various departments within the organization, including IT Operations, Operational Risk, Audit, and HR to implement and improve cyber security initiatives➢Managed LogRhythm SIEM, from an administrative and analyst view to collect logs and create correlation rules and alarms to help triage, respond and mitigate threats on clients complex infrastructures. ➢Created interactive splunk dashboard making response time faster.➢Writing query in KQL for efficient log collection in sentinel.➢Access management in Azure Entra ID for 30+ company staffs implementing PAM and least privilege.